Plain English Summary
Feedback tells us what worked and what didn't. It shapes the next revision of the module. You can send it anonymously.
A complaint is when something went wrong — the platform, the content, the service, a payment.
An appeal is when you want an assessment result or a certificate decision reviewed by someone who wasn't involved the first time.
Whichever you send: acknowledged within 5 working days, decided within 20.
Send it here
One form for all three. Tell us which it is and the right procedure below applies automatically. The form posts directly to us and works with JavaScript disabled.
What happens next
| Stage | What happens | Timescale |
|---|---|---|
| Acknowledgement | You get a reference number and confirmation that it's been received and logged. | 5 working days |
| Review | The programme lead reviews it. For an appeal, the assessment is re-marked by a reviewer who was not involved in the original decision. | within 20 working days |
| Decision | A written outcome with reasons. If we got it wrong, we say so and correct it — including reissuing or revoking a certificate. | 20 working days |
| Escalation | If you're not satisfied, you may ask for the decision to be reviewed once more, and you retain your statutory consumer rights (see below). | on request |
If a decision will take longer than 20 working days — because it needs an external source check, for instance — we tell you before day 20 and give you a revised date. We do not let it go quiet.
Complaints
A complaint can be about anything: a factual error in a module, a broken feature, a certificate that didn't arrive, a payment problem, or how you were dealt with.
Stage 1 — informal
Most things are quickest to fix directly. Use the form above, or email lmurphy@legacybe.ie. Say what happened and what you'd like done.
Stage 2 — formal
If Stage 1 didn't resolve it, ask for the complaint to be escalated. It is then reviewed by the accountable person for the programme, who was not the person who handled Stage 1 where that is possible. You get a written outcome with reasons.
Stage 3 — external
Nothing on this page limits your statutory rights. If the matter is unresolved you may refer it to the Competition and Consumer Protection Commission, or, if you bought from outside Ireland within the EU, to the European Consumer Centre Ireland. Where the programme carries third-party accreditation, that body's own complaints route is also available to you.
Appeals
An appeal asks for an assessment decision to be looked at again — a score, a pass/fail, a certificate type, or a revoked certificate.
You can appeal on any of these grounds:
- A question was ambiguous, or the recorded correct answer is wrong
- The assessment did not run correctly — a timing fault, a lost answer, a scoring error
- The result recorded does not match what you were shown
- Circumstances affected your attempt that you could not reasonably control
Appeals are re-marked independently. The question and your answer are reviewed against the source material by someone who was not part of the original decision. If the question is found to be at fault, it is corrected in the bank for every future learner — not just for you — and anyone whose result was affected has their certificate reissued.
There is no charge for an appeal, and appealing cannot lower your existing result.
Please appeal within 60 days of the result. Later appeals are still accepted where the assessment record still exists, but we may not be able to reconstruct the attempt.
Feedback — what we do with it
Feedback is read, logged and used. It is the main input to module revisions, alongside the regulatory monitor and the review cycle. Where feedback identifies a factual error, it is treated as a content defect and corrected in the same way an internal review finding is.
You can send feedback anonymously — leave the name and email blank. We would rather have anonymous feedback than none.
Your data
- What you send is stored so we can act on it and evidence that we did. Nothing more.
- Anonymous feedback stays anonymous — we do not attempt to identify who sent it.
- Records of complaints and appeals are retained for six years, which is what an accreditation audit and Irish limitation periods require.
- Feedback records are retained for three years and reviewed at each module revision.
- You can ask for a copy of what we hold about you, or ask us to erase it, at lmurphy@legacybe.ie. See the Privacy Policy.
Who handles this
Les Murphy, Legacy Business Engineers Ltd, Dublin, Ireland — lmurphy@legacybe.ie.
DC-LEARN is a small provider. That has one advantage worth stating plainly: your complaint is read by the person who can actually fix it.