Complaints and Issue Resolution

Anyone with a Whipline Crane Academy account, free or subscribed, can raise a complaint about our service: the courses, practice exams, support, billing, your account, or anything we have said or advertised. You raise it from your account, so it is tied to you and you can follow every step.

Have a question, or is something not working? A support ticket is usually the quickest way to get it sorted. Use a complaint when you are unhappy with how we have done something and want it looked into formally.

Sign in, open Support, then Complaints, and choose Raise a complaint. Tell us what it is about, what happened (with dates if you can), and, if you like, what would put it right.

Can't sign in? Use the Contact page and we will get you back into your account first, so your complaint can be raised and tracked like any other.

1. We acknowledge it straight away. The moment you submit it you get a reference number (for example WCA-C-2026-0001) and an email confirming we received it.
2. A person picks it up within 5 business days and starts the review. You are told when that happens.
3. We look into it. We may write to you for more information; you can add information, or withdraw the complaint, at any time. Every message and every step is shown on your complaint's timeline.
4. We send a formal notice of the outcome within 20 business days of receiving it: what we found, what we are doing about it, and by when. If we need longer, we tell you why and when to expect it.
5. You accept it or appeal. If you disagree, you can appeal within 14 days of the outcome. An appeal is reviewed again from the start, and we send a formal notice of the final decision within 15 business days.
6. The process ends with a formal notice. When you accept the outcome, when the final decision on an appeal is sent, or when the 14-day appeal window passes, the complaint is closed. You can always raise a new one.

Business days are Monday to Friday.

• Raising a complaint never affects your access, your progress, your support or how we treat you.
• Each complaint is handled by someone with the authority to put it right.
• You see the whole record: every message, every change of status, and every date, alongside the dates we promised.
• Staff keep private working notes about how a complaint was looked into, so that every decision can be explained and reviewed.

Complaints are seen only by you and our staff. We keep the record of each complaint for at least 3 years after it closes, and we use what we learn from complaints to improve our courses and service.

As a training provider we may be audited. An organization that accredits or audits our training may review our complaint records, in confidence, to check that this process is followed. See our Privacy Policy.

For anything about how we meet our obligations as a training provider, including this process, contact our compliance contact at compliance@mail.whiplinecraneacademy.com.

Complaints themselves are best raised from your account as described above, so they are acknowledged, numbered and tracked from the start.