Complaints & Appeals
Effective January 1, 2026
We take complaints seriously. If you disagree with a certification decision or the quality of our services, here's how to raise it.
How to file a complaint
Email complaints@train321.com with a description of the issue, your order number (if applicable), and the outcome you're seeking. We acknowledge every complaint within two business days.
How we investigate
Complaints are reviewed by a team member not involved in the original decision. For certification appeals, we review your assessment data, course records, and any flagged activity. For service complaints, we pull the relevant account logs and any communications on file.
Appeals of certification decisions
If you believe a failed assessment was scored incorrectly, you may appeal within 30 days of the attempt. We will re-grade by a second reviewer and respond within 10 business days. If the re-grade changes the outcome, we issue the certificate at no cost.
Unresolved concerns
If a complaint cannot be resolved to your satisfaction, you may escalate to our accrediting body. For ANSI-accredited courses: ANSI National Accreditation Board, accreditation@anab.org.