GFI Certificate in Financing Greener Homes
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Document owner:
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Green Finance Institute (GFI Solutions Ltd)
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Programme:
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GFI Certificate in Financing Greener Homes
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Version:
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1.1
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Date:
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April 2026
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Review date:
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March 2027
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Contact:
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training@gfi.green
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The Green Finance Institute (GFI) is committed to delivering the GFI Certificate in Financing Greener Homes to a high standard. We take all feedback and complaints seriously and aim to resolve concerns fairly, consistently and promptly.
This procedure applies to all learners enrolled on the GFI Certificate in Financing Greener Homes, including those accessing the programme via the LBG Scholarship Scheme and those enrolled via the self-funded pathway. It covers complaints relating to programme delivery, including content, platform access, assessment, certification, and learner support.
This procedure does not apply to commercial disputes or contractual matters (these are governed by GFI’s Terms and Conditions). If you are seeking help to access the LMS, need a clarification, or want to suggest an improvement, please contact the programme team as feedback/support rather than using this complaints route.
If you need this procedure in an alternative format or require support to raise a complaint (for example due to accessibility needs), please tell us and we will make reasonable adjustments to the process.
A complaint is an expression of dissatisfaction about any aspect of the GFI Certificate in Financing Greener Homes, including but not limited to:
• The quality, accuracy or accessibility of programme content
• Technical issues with the LMS platform that have not been resolved satisfactorily
• The conduct of GFI staff or representatives in connection with the programme
• The assessment process, including decisions about pass/fail outcomes or re-sit entitlements
• The certification process, including delays in issuing certificates
• GFI's handling of a reasonable adjustment request
• Any other aspect of programme delivery or learner support
Complaints should be submitted in writing to GFI’s programme team in the first instance. Learners are encouraged to raise concerns as soon as possible after the issue arises, and in any case within 28 days of the relevant event.
Learners should submit the complaint in writing to training@gfi.green and include their full name, registered email address, a clear description of the issue and when it occurred, any steps they have already taken to resolve the matter, and the outcome they are seeking.
If your complaint is about a member of the programme team, please state this in your email; GFI will ensure it is handled by an alternative staff member who has not been involved in the matter.
On receipt of a complaint, GFI will:
• Acknowledge receipt within 3 working days
• Investigate the complaint and respond with a proposed resolution within 10 working days
• If we need additional information from you, we will tell you what we need; the response timescales may be paused until we receive it. Where a complaint cannot be resolved within 10 working days, we will keep you informed of progress and provide a revised response date.
Many complaints can be resolved informally at this stage. Where a complaint is upheld, GFI will take appropriate steps to remedy the situation and, where appropriate, put in place measures to prevent a recurrence.
Where a complaint is upheld at Stage 1, remedies may include an explanation and apology, correction of information, support to access learning resources, reasonable adjustments to delivery, or a review of an assessment decision in line with the published criteria. Any remedy will be proportionate to the issue raised and consistent with GFI’s Terms and Conditions.
If you are not satisfied with the outcome of Stage 1, you may request that your complaint be escalated to the Built Environment Programme Director for formal review. Escalation requests should be submitted within 14 days of receiving the Stage 1 response.
Learners should submit the escalation request in writing to
training@gfi.green and include their full name, registered email address and the outcome they are seeking.
The Programme Director will review the complaint (including any relevant evidence and the Stage 1 response) and provide a final written response within 15 working days.
Where the Programme Director has had prior material involvement in the matter, or is unavailable, GFI will appoint an alternative senior reviewer to ensure an independent review.
Following investigation, GFI may determine that the complaint is:
• Upheld – where GFI finds that the complaint is justified and takes remedial action
• Partially upheld – where GFI finds that part of the complaint is justified
• Not upheld – where GFI finds that the complaint is not justified, with reasons given
Where a complaint relates to an assessment outcome, GFI will review the relevant assessment records and apply consistent marking criteria. Where an error is identified, GFI will take prompt remedial action, which may include re-marking, award a re-sit, or issue a corrected certificate as appropriate.
GFI expects complainants to engage with this process respectfully. Where a complaint involves abusive language, repeated contact that prevents reasonable handling, or repeated complaints about the same matter with no new evidence, GFI may set reasonable communication boundaries or, in exceptional circumstances, close the complaint. Any such decision will be documented with reasons.
All complaints will be handled in confidence. Information about complaints will be stored securely and handled in accordance with GFI’s Data and Privacy Policy. GFI will maintain a log of all complaints received and their outcomes, which will be used to monitor programme quality and inform ongoing improvements.
GFI will report on complaints received and their outcomes to the London Institute of Banking and Finance (LIBF) as part of its annual programme review report, in accordance with the requirements of LIBF accreditation.
This procedure will be reviewed annually or following any significant change to the programme. Learners will be notified of any material changes via the LMS platform.
