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LEARNER SUPPORT, FEEDBACK & COMPLAINTS

Last updated: February 2026

We want Newbold Connect to be a credible, trustworthy space for practice-first Christian learning for real life—not a platform that wastes your time or ignores your concerns.

This page explains:

  •  How to get help if something isn’t working
  •  How to give feedback
  •  How to raise a complaint
  •  How we will respond and what you can expect

It should be read alongside our Terms of Use, Privacy Policy, Cookies Policy, Community Guidelines, and Safeguarding & Sensitive Content Policy.

1. GETTING HELP AND SUPPORT

Most issues are best resolved quickly and informally.

1.1. Technical or account issues

Examples:

  • Trouble logging in or accessing a class
  • Problems with video playback or downloads
  • Errors at checkout or with payment
  • Problems with emails or notifications

How to contact us:

Email: [email protected]

Please include:

  • Your full name
  • The email address linked to your account
  • A short description of the problem
  • Screenshots or error messages if possible

We aim to acknowledge support queries within 2 working days and to resolve most routine issues within 5 working days. Complex issues may take longer; if so, we will keep you updated.

“Working days” means Monday–Friday, excluding UK public holidays.

2. FEEDBACK AND SUGGESTIONS

We welcome constructive feedback on:

  • Class content and structure
  • Platform usability
  • New topics or instructors you would like to see
  • How well Newbold Connect is serving your discipleship and practice

You can:

  • Use in-class feedback forms where available; or
  • Email us at [email protected] with the subject line “Feedback – Newbold Connect”.

We review feedback regularly as part of our ongoing improvement process. We cannot respond individually to every suggestion, but we do read and consider them.

3. CONTENT AND THEOLOGICAL CONCERNS

Sometimes your concern is not “the video won’t play” but “I’m not sure this content is appropriate, accurate, or aligned with our stated ethos.”

Examples:

  • You feel a class has handled a sensitive topic (e.g. mental health, trauma, relationships) in an unsafe or unhelpful way
  • You believe a section of teaching is misleading, irresponsible, or inconsistent with the stated Adventist/Christian framework
  • You are worried about the way an instructor has spoken about a particular group of people

How to raise a content concern:

Please email [email protected] with:

  • Class title and lesson/episode number
  • Time stamp(s) if possible
  • A clear description of your concern
  • Any relevant context (e.g. your role, how the content may impact you/others)

What we will do:

  • Acknowledge your concern within 5 working days
  • Log it in our internal review system
  • Refer it to the relevant people (e.g. Newbold Connect Project Lead, theological reviewer, safeguarding lead if appropriate)
  • Decide on one or more of the following actions:
    • No change (with an explanation to you)
    • Clarification or additional framing added to the class
    • Edits to the content
    • In rare cases, temporary or permanent withdrawal of the content

We will aim to give you a substantive response within 20 working days. Complex issues may take longer; if so, we will keep you updated.

4. SAFEGUARDING AND SERIOUS CONCERNS

If your concern relates to:

  • Abuse, neglect, exploitation, or spiritual abuse
  • Self-harm, suicidal thoughts, or threat of serious harm to others
  • Behaviour of an instructor, staff member, or user that raises safeguarding concerns

Please see our Safeguarding & Sensitive Content Policy for full details.

In summary:

  • If you or someone else is in immediate danger, contact local emergency services or a crisis helpline in your country straight away.
  • You can report safeguarding concerns to us at [email protected].
  • We will treat safeguarding reports as a priority, in line with our Safeguarding Policy and UK safeguarding law.

Safeguarding issues are handled separately from general complaints and may involve the College’s Designated Safeguarding Lead and external agencies.

5. HOW TO MAKE A FORMAL COMPLAINT

If:

  • You believe you have been treated unfairly or unreasonably; or
  • Your concern has not been resolved through normal support channels; or
  • The issue is serious enough that it needs a formal process from the outset,

you can make a formal complaint.

5.1.  What you can complain about

For example:

  • Service quality (repeated technical failures, unacceptable delays, poor communication)
  • Behaviour of staff, instructors, moderators, or other representatives of Newbold Connect
  • How we have handled a previous concern or support request
  • Issues relating to fairness, respect, or consistency with our stated values

Complaints relating to data protection or privacy may also be made via this route, or directly to our Data Protection contact (see Privacy Policy).

5.2. How to submit a formal complaint

Please write to:

  • Email: [email protected]
  • Or by post: Newbold Connect – Complaints, Newbold College of Higher Education, St Mark’s Road, Binfield, Berkshire, RG42 4AN, United Kingdom

Include:

  • Your full name and contact details
  • The email address linked to your Newbold Connect account
  • A clear description of your complaint
  • Any supporting documents (e.g. screenshots, correspondence)
  • What outcome are you seeking (if you have a view)

If someone is helping you (e.g. pastor, colleague), please say so and confirm if we may contact them.

6. HOW WE WILL HANDLE YOUR COMPLAINT

6.1. Acknowledgement

We will acknowledge receipt of your complaint within 5 working days, confirming:

  • Who will be handling it; and
  • Next steps and indicative timeframes.

6.2. Investigation

We will:

  • Review the information you have provided
  • Access relevant records (e.g. support tickets, platform access and learning-progress logs)
  • If necessary, speak with relevant staff or instructors
  • Where appropriate, consider any safeguarding implications

6.3. Outcome

We aim to provide a written response within 20 working days of acknowledging your complaint. The response will normally include:

  • A summary of the issue as we understand it
  • Any findings from our review
  • Any actions we are taking (e.g. apology, correction, partial refund, policy or process changes, content edits)
  • Information about further escalation options if you remain dissatisfied

If your complaint is complex and we need more time, we will:

  • Explain why, and
  • Give you an updated timeframe.

7. ESCALATION AND FURTHER STEPS

If you are not satisfied with the outcome of your formal complaint, you may:

  1.  Request a review
  • Ask for your complaint and our response to be reviewed by a more senior member of staff or an appropriate College officer (e.g. a member of the senior leadership team).
  • We will confirm who will review it and provide a further written response.
  1.  Use Newbold College’s broader complaints mechanisms
  • As Newbold Connect is part of Newbold College of Higher Education, you may also be able to use wider College complaints procedures where applicable. Details can be provided on request or are available via the main College website.
  1.  Contact external bodies (if applicable)
  • For data protection matters, you may contact the Information Commissioner’s Office (ICO) (see our Privacy Policy).
  • For consumer rights, you may seek advice from a local consumer advice service (e.g. Citizens Advice in the UK) or pursue legal remedies where appropriate.

We will cooperate with any lawful investigation or oversight process.

8. REFUNDS AND STATUTORY RIGHTS

Our approach to cancellations and refunds is set out in the Terms of Use. In summary:

  • As a consumer, you may have a 14-day cooling-off period for digital content and memberships, subject to important exceptions where you request immediate access.
  • You may also have rights if digital content is faulty or not as described.
  • We may, at our discretion, offer additional refunds or credits in particular cases.

This Complaints page does not limit any statutory rights you may have under consumer law in your country of residence.

9. CONFIDENTIALITY AND DATA PROTECTION

We will handle complaints and support requests in line with our Privacy Policy:

  • We will keep information about your complaint appropriately confidential and share it only with those who need to know in order to respond.
  • We will retain records of complaints for an appropriate period for audit, learning, and legal purposes.
  • If your complaint involves special category data (e.g. health, faith, safeguarding), we will treat it with particular care and protect it with appropriate safeguards.

10. CONTINUOUS IMPROVEMENT

We use feedback and complaints to improve Newbold Connect:

  • We regularly review trends in support queries and complaints.
  • Where we identify patterns (e.g. repeated confusion about a process, recurring issues with certain content), we will look at:
    • Clarifying communication and guidance
    • Improving technology or processes
    • Adjusting class design or instructor guidance

Our goal is not simply to “close tickets”, but to ensure that the platform genuinely serves as a premium centre for practice-first Christian learning for real life in a way that is safe, fair, and respectful of our learners.