Welcome to the Professional Association of Canine Trainers (PACT)

About Us

About Us

The Professional Association of Canine Trainers was founded by a group of highly qualified and experienced trainers, including one behaviourist, to provide an exceptional standard of theoretical and practical training for people wishing to become dog trainers. We aim to provide a friendly, all-inclusive and fun environment where students will be supported every step of the way and encouraged to build their self-confidence. At the same time, students will be rigorously but fairly assessed to ensure PACT trainers working with the general public are highly knowledgeable, skilled and only use science-backed ethical and positive methods.

PACT is accredited by, and is a Practitioner Organisation of the Animal Behaviour and Training Council (ABTC).
Being recognised as an ABTC Practitioner Organisation is no mean achievement. The standards that must be met are the most stringent in the sector and cover not just the skills, knowledge and understanding of the practicing members but also the management of the organisation. Continual monitoring also ensures that those standards continue to be met for as long as membership is maintained.

Being qualified to display the ABTC logo is a mark of excellence that conveys a commitment to quality at all levels to all concerned.

This is our temporary online page. An individual PACT website will follow in due course.


PACT membership is currently attainable via successful completion of the PACT course including the theory and practical assessments (see Course Structure).

PACT membership is also available to those who are already proficient in learning theory and have sufficient practical experience, via some the theory and practical assessments as well as required homework (essays). However, independent membership applicants will be required to undergo an informal individual assessment during a Pre-Practical Assessment Camp to review skills and determine readiness for the practical exam, and may be required to undertake an additional module and/or gain more experience if deemed necessary by the course trainers. This is to ensure no one is put through an examination needlessly and to avoid disappointment and loss of self-confidence (see Course Structure).

FULL ACCREDITATION (for instructing classes and 1-1) or 1-1 TRAINING ACCREDITATION (for those wishing to instruct 1-1 only) are both available.

Successful membership applicants will be accredited as PACT-KSA (Professional Association of Canine Trainers-Knowledge and Skills Assessed) Trainers and will be listed by region in the online PACT-KSA accredited trainers Directory.

Upon being granted membership, a yearly renewable fee will become payable and members will be required to sign and abide by the PACT Code of Conduct. PACT-KSAs will also be required to provide evidence of ongoing CPD periodically (more info coming soon).

PACT is accredited by, and is a Practitioner Organisation of the Animal Behaviour and Training Council (ABTC)

Course Structure

The following is the course structure for students wishing to become qualified and accredited Professional Association of Canine Trainers-Knowledge and Skills Assessed (PACT-KSA) Dog Trainers.

All levels must be completed.

Please note, the number of students on each course is limited. It is advised to book early to avoid disappointment.

Students and independent applicants are welcome to bring their dog(s) to all of the following courses, camps and assessments, as long as they are people and dog-friendly or can be safely and reasonably managed.

Foundation, Intermediate and Advanced courses will combine continous assessment marks with those of the theory and practical assessments with both contributing towards the final mark.

  • Foundation Course (Level 1)
  • Intermediate Course (Level 2)
  • Advanced Course (Level 3)
  • Practical Pre-Assessment Camp
  • Theory and Practical Assessment

Foundation Course (3 Days)

The Foundation course will start the student off on learning theory, as well as several sections on various aspects of training, in-depth information about dogs, canine husbandry (including a talk presented by a Registered Veterinary Nurse), welfare and law, and class organisation. Practical sessions will begin on Days 2 and 3. There will be homework and assignments to be completed between courses.

Please email us via the AEUK contact form for more detailed information.

Intermediate Course (3 Days)

The Intermediate Course will include more advanced learning theory, more in-depth information about dogs and their behaviour, advice on how to run a successsful dog training business, as well as several practical sessions each day. There will also be a chance to review practise acquired in the previous three months, review assignments and troubleshoot. There will be homework and assignments to be completed between courses.

Please email us via the AEUK contact form for more detailed information.

Advanced Course (3 Days)

The Advanced Course will include advanced theory and training techniques, client skills, a special section on training working and gundog pet dogs, and plenty of practical sessions and briefings for the practical examination. There will be homework and assignments to be completed before the practical assessment.

Please email us via the AEUK contact form for more detailed information.

Practical Pre-Assessment Camp: Getting ready for practical assessment (2 days)

This two-day camp will enable students to practise everything they have learned in the course modules, get extensive feedback from the teachers, iron out any existing issues and run through a mock practical examination.

Theory and Practical Assessment (3 days)

The theory exam will consist of a multiple choice and short answers paper designed to test all aspects of training learning theory as well as topics covered in the three course modules.

We are currently working on the structure of the practical examination. Details to follow soon.

Application process for those with existing knowledge and skills wishing to be assessed for membership.

Assessment for membership is also available for experienced trainers with existing knowledge of learning theory via the following route.

• Required homework (Four essays)
• Practical Pre-Assessment Camp
• Theory and Practical Assessment

Those wishing to apply will be required to attend a Pre-Assessment Camp before proceeding to the Theory and Practical Assessment. The camp will comprise an informal individual assessment to determine skill level and whether applicants are ready to take the Theory and Practical Assessment. If deemed necessary by the course tutors, additional tuition and practise may be required via one or more course modules or personal mentoring (more info coming soon) and/or gaining additional experience, before being allowed to proceed to the final assessment.

This protocol has been put in place to maximise the chance of success by preventing applicants being put through an examination needlessly, thus avoiding potential disappointment, and loss of motivation and self-confidence.

Course Dates

The following courses will all take place in West Oxfordshire.
To book, please see panels on the right hand-side.


Practical Pre-Assessment Camp Internal Applicants (for PACT students only)
Thursday 23 and Friday 24 November 2017


Theory and Practical Assessments External Applicants (for non-students applying for membership only)
Friday 29 September 2017

Foundation Course (Level 1)
Monday 16 to Wednesday 18 October 2017


Intermediate Course (Level 2)
Monday 5 to Wednesday 7 February 2018

Foundation Course (Level 1)
Monday 26 to Wednesday 28 February 2018

Theory and Practical Assessments Internal Applicants (for PACT students only)
Friday 23, Saturday 24 and Sunday 25 March 2018

Advanced Course (Level 3)
Monday 23 to Wednesday 25 April 2018

Intermediate Course (Level 2)
Monday 4 to Wednesday 6 June 2018

Advanced Course (Level 3)
Monday 3 to Wednesday 5 September 2018


Practical Pre-Assessment Camp External Applicants (for non-students applying for membership only)
Thursday 7 and Friday 8 June 2018

Theory and Practical Assessments External Applicants (for non-students applying for membership only)
Monday 24 and Tuesday 25 September 2018

Practical Pre-Assessment Camp Internal Applicants (for PACT students only)
Thursday 22 and Friday 23 November 2018


Theory and Practical Assessments Internal Applicants (for PACT students only)
Friday 22, Saturday 23 and Sunday 24 March 2019

Course Prices

There are two paying options, pay for the whole course or pay-as-you-go for each module.

PACT Complete Course Fee:


Foundation Course (Level 1)

Intermediate Course (Level 2)

Advanced Course (Level 3)

Practical Pre-Assessment Camp

Theory and Practical Assessment

PACT Yearly Membership

Course Tutors

Jules Morgan APDT UK, PACT-KSA

An APDT (Association of Pet Dog Trainers) trained and qualified dog trainer of around twenty-five years, and now a PACT-KSA, Jules brings a wealth of experience to PACT. Her passion is gundogs and she runs her own dog training business aimed at both pets and gundogs. Jules teaches the practical sessions and some of the theoretical sessions.

Muriel Brasseur BSc Hons (Zoology), PhD (Animal Behaviour), PACT-KSA

Muriel is experienced animal behaviourist and trainer, with a PhD in animal behaviour and genetics, a lifetime’s experience with animals plus over twenty years’ of behaviour work, the last ten as the owner of the Oxfordshire Animal Behaviour Centre. She teaches the majority of non-practical modules, including learning theory and those relating to behaviour.

Kirsten Dillon APDT, PACT-KSA

Susan McKeon BSc (Hons), APDT, UK (01157), MCIM, MIDM

Susan is a qualified marketing communications professional, with over 25 years’ experience of working with a wide range of businesses. She is also an experienced dog trainer and behaviourist and runs her own dog training and behaviour business. She is a full member of the Chartered Institute of Marketing, the Institute of Direct and Digital Marketing, APDT, UK and has a BSc (Hons) in Canine Behaviour and Training.

Leena Hyatt RVN

Leena has worked at Tremain Veterinary Group in Witney since 1995 and qualified as a Veterinary Nurse in 2002. She has a keen interest in animal welfare and is the PACT instructor for the Canine Husbandry and First Aid module.

The Professional Association of Canine Trainers is an ethical and progressive organisation. All our trainers and teachers are advocates of positive, non-aversive and non-coercive training methods, and we stand firmly against the use of confrontation and force of any kind in animal training.

Code of Conduct

Professional Association of Canine Trainers (PACT) Code of Conduct

The Professional Association of Canine Trainers (PACT) code sets out to establish and maintain the minimum standards for conduct with which members are required to comply with.
Members (PACT-KSAs) must abide by this code and are required to sign a Code of Conduct statement in acceptance of the rules defined in the code.
Members (PACT-KSAs) must comply with all aspects of the Code. Students must comply with those aspects relevant to their level of study.
Any disciplinary matters of the PACT committee will be guided by the Code of Conduct, but mention or lack of mention in the Code of Conduct of a particular act or other omission will not be taken as conclusive on any question of professional conduct.

1. General

1.1. A member of the Professional Association of Canine Trainers is defined as a PACT-KSA (Professional Association of Canine Trainers-Knowledge and Skills Assessed). A PACT-KSA has expertise in animal and dog training learning theory and the practical application of that learning theory, plus a broad range of knowledge and skills relating to dogs, including: dog breeds, temperament and personality; basic canine husbandry and first aid; canine body language; nutrition; the use of equipment and training aids in dog training; one-on-one training, class organisation and lesson plans; risk assessments; coaching and people skills; and animal law. PACT-KSA(s) will be referred to as member(s) form hereon.

1.2. Members have completed training on all aspects of dog training to an appropriate and approved level corresponding with their membership.

1.3. Members are expected to keep their professional knowledge, and personal and practical skills up-to-date, by regularly undertaking suitable Continuing Professional Development (CPD), as well as providing evidence of ongoing CPD when required to do so by the committee.

2. Ethics

2.1. In all endeavours, members and students working towards their assessment shall conduct themselves professionally, and in a manner that does not bring PACT or the dog training discipline and profession into disrepute. (Students will be required to sign a Student Code of Conduct short statement upon commencing their studies).

2.2. Members will act responsibly, and demonstrate integrity, respect and impartiality to their clients, the general public, veterinary personnel, and other canine professionals.

2.3. Members will refrain from giving advice and acting in a way that would knowingly cause harm, psychological and/or physical distress, damage, or injury.


• Refrain from acting impolitely or disrespectfully towards persons or dogs in receipt of their services.

• Refrain from using confrontation, force, rough handling, bullying, intimidation or coercion whether verbally or physically, towards persons or dogs in receipt of their services.

• Refrain from using punitive and/or non-scientifically backed and approved methods and techniques.

• Where a technique is non-coercive and positive but experimental, the client, and the referring veterinary surgeon (if applicable), should be made aware of this and given a rationale as to why it is being used as an alternative to a scientifically supported tried and tested technique.

• Refrain from using punitive techniques or any article listed in Appendix 1.

• Any training method and/or equipment recommended, promoted, used or sold by members will be consistent with the principles of positive and force-free training.

2.4. Members will practise and uphold the highest professional ethical standards.

2.5. Members will comply with their legal obligations; and the interest, welfare and safety of their clients and dog(s), or any other person(s) engaging their services will be paramount at all times.

2.6. Members will be proficient and comply with all relevant up-to-date animal welfare legislation.

2.7. Members will maintain professional relationships with their clients, and refrain from exploiting such relationships for inappropriate professional, personal, as well a financial or commercial gain.

2.8. At all times, members will refrain from imposing their own values on clients.

2.9. Members will refrain from attracting business unprofessionally, unethically or unfairly.

2.10. Members will not conduct their business and practice in any way likely to negatively affect, harm or discredit the reputation of the PACT.

3. Competency

3.1. Members will refrain from claiming, directly or indirectly, qualifications or affiliations they do not possess and from claiming competence on any aspect of dog training and/or canine behaviour in which they have not established their proficiency.

3.2. Members will respect the views, independence and free will of others and refrain from publicly disparaging individuals, opinions, or conduct.

3.3. Members will maintain and further develop their professional competence and proficiency and continually work to improve, but also recognise the limit of their intellectual and practical abilities;


3.4. Members will recognise the limit of their knowledge and skills, and when faced with an issue beyond the scope of their ability, will refer to a qualified and accredited canine behaviourist where necessary.

3.5. Members will be required to undertake, and be responsible for, their continuing personal and professional development, via suitable ongoing theoretical and practical studies.

3.6. Members will refrain from making untrue, unrealistic, unjustifiable, exaggerated, and misleading claims likely to encourage unrealistic expectations, about their knowledge, skills, and the effectiveness of their methods or products either personally or via promotion and advertising.

3.7. It should be made clear whenever members are expressing a personal opinion and/or unsubstantiated theories that they should be stated as such.

4. Conduct

4.1. Members will conduct themselves in their professional endeavours in a way that does not damage those in receipt of their services, and does not undermine public confidence in their ability or that of other dog trainers and other animal professionals.

4.2. Members will not attempt to secure or to accept any significant financial or material benefit beyond that which has been contractually agreed from those in receipt of their services.

4.3. Members should not allow their professional responsibilities or standards of practice to be affected or compromised by issues of religion, sex, race, age, nationality, party politics, social standing, class, self-interest or other unrelated factors.

4.4. Members will refrain from practice when their physical or psychological condition, as a result of for example alcohol, drugs, illness or personal stress, is such that abilities or professional judgement are seriously impaired.

4.5. Members will ensure the safety and well-being of those in receipt of their services at all times during training procedures and while using equipment.

4.6. Members will bring allegations of misconduct by a professional colleague to the attention of the PACT committee, without malice and or breaches of confidentiality other than those necessary for the investigatory process.
4.7. Members will ensure valid consent had been obtained from those in receipt of their services for all investigations and training interventions, having taken all reasonable steps to ensure that clients or participants have adequately understood what the investigations and interventions entail, and their likely outcome.

4.8. Members will recognise and uphold the rights of those in receipt of their services to withdraw consent to training interventions after they have commenced, and terminate or recommend alternative services when there is evidence that those in receipt of their services are deriving no benefit from them.
4.9. Members will maintain adequate records and take reasonable steps to preserve the confidentiality of information acquired through their professional affairs, and to protect the privacy of individuals or organisations whose information is collected or held. In general, and according to the law, will prevent the identity of individuals or organisations being revealed, deliberately or inadvertently, without their expressed permission.

4.10. Members will communicate information obtained through their professional affairs while preventing the identification of individuals or organisations at all times.

4.11. In exceptional circumstances, when sufficient evidence has raised serious concern about the safety or interests of recipients of services, or about others who may be threatened by a recipient’s behaviour, members may take reasonable steps to inform appropriate third parties without prior consent.

4.12. Members will ensure that records in their possession remain personally identifiable only as long as necessary, and to anonymise any records being held that no longer need to be personally identifiable.

4.13. Members will only make audio, video, or photographic recordings of recipients of services with the agreement of those being recorded, both to the actual recording and to the subsequent access to it by others.

4.14. Members will take all reasonable steps to safeguard the security of any recordings made, including those held on computer or other digital media.

4.15. Members will take all necessary steps to ensure that colleagues, staff, trainees and students with whom they work understand and respect the need for confidentiality regarding any information obtained.

5. Membership

5.1. Only those current full members, i.e. those who have successfully undergone PACT’s assessment process and successfully passed, are allowed to use the term ‘PACT-KSA’ (Professional Association of Canine Trainers-Knowledge and Skills Assessed) when representing themselves, and to use those letters after their names.

5.2. Only full members, i.e. PACT-KSAs, are entitled to use the PACT logo in conjunction with their name (Trademark application has been submitted to the Intellectual Property Office). The logo may only be used in conjunction with the member’s name and/or details.

5.3. Any person who is not a full member, i.e. PACT-KSA, found using the term or logo, would lead to the seeking of an injunction or to other legal steps being taken to restrain the person concerned from misleadingly representing themselves.

5.4. PACT-KSAs will ensure that PACT membership is exclusively for their individual use and will not be used to endorse the activities of any other club, society or organisation they may belong to, and that promotional and advertising material refrains from suggesting or implying endorsement by the PACT.

5.5. PACT-KSAs who employ assistants, helpers or volunteers who are not PACT members, are responsible for their behaviour towards clients and their dog(s), and must ensure they carry themselves responsibly and conform with the Code of Conduct.

5.6. PACT-KSA will be subject to random checks, at any given time, which may occur without prior notification.

6. Liability

6.1. PACT-KSAs must maintain a suitable level of professional indemnity insurance to meet any liabilities which may arise as a result of their professional services.

6.2. Membership and membership renewal will be dependent on proof of professional indemnity insurance, and will be cancelled if such insurance lapses/is found to have lapsed.

6.3. The Professional Association of Canine Trainers will not be liable to members for any claims, losses, damages or other expenses (either direct, special or consequential) arising as a result of any dispute between a member and their client, or a third party in relation to any professional advice or training

7. Complaints Procedure

7.1. The PACT committee has a procedure for dealing with complaints and issues relating to conduct to enable the investigation of allegations of misconduct against a member. All investigations are conducted in private. The relevant members must provide assistance with the investigation.

7.2. The PACT committee will advise on all matters of members conduct and any complaint or dispute will be dealt with by reference to the code of conduct.

7.3. Membership will be terminated immediately if a member is found to have caused suffering and/or injury, and/or found guilty of cruelty or other crime(s) towards an animal(s).

8. Amendments

8.1. This code may be amended by the PACT committee at any time provided that the proposed alteration is notified to all members, and their comments requested and duly considered by the committee.

Appendix 1

The use of the following articles and methods/techniques is strictly prohibited by the PACT:

• Prong or spike collars
• Hanging collars
• Check /choke chains or half-check/choke chains
• Electric shock, or high frequency sound or buzzing devices which apply an aversive stimulus such as pain or startle.
• Spray collars of any kind, whether remote-controlled, automatic, and citronella or water-based or other.
• Tightening harnesses, i.e. harnesses that tighten around the chest or abdomen when a dog pulls.
• Cloth or mesh muzzle, or any muzzle that restricts breathing and/or panting (only safe basket muzzles should be used when necessary)
• Any other device, training aid or piece of equipment the PACT deems inappropriate.
• Pet Corrector, Dog Stop or similar devices (sonic devices which release pressurised air, citronella or other).
• Anti-bark collars of any type.
• Training discs, or any similar training item designed to startle and interrupt.
• Any type of water or liquid spray, e.g. citronella.
• Any commercial or home-made device emitting a loud noise e.g. rattle cans or bottles containing stones.
• The throwing of keys, chains, sticks, or any other item.
• Strong olfactory repellent substances, e.g. smelling salts, bite back, chilli (or other capsaicin containing substance), pepper, lemon, etc.

Instructing in class or on a one-to-one basis:

• Shouting, growling, or making a confrontational noise, towards a dog(s).
• Pinching of ears, feet, toes or any other part of a dog’s body.
• Hitting, prodding, jabbing a dog.
• Biting a dog.
• Pinning a dog down in an ‘alpha roll’.
• Punitive physical contact of any kind.
• Any aversive or punitive manhandling causing discomfort, distress and/or pain.

Complaints Procedure

PACT Complaints Procedure

1. Aims of the PACT

1.1 The aims of the PACT are set out in the association’s mission statement and can be found under About Us

2. Aims of the PACT complaints procedure

2.1 To ensure that all complaints are considered, handled and investigated in a professional manner.

2.2. To treat all complainants and PACT members fairly and according to the principles of the PACT mission statement, the PACT code of conduct and the law.

2.3 To seek resolution between the complainant and the PACT member.

2.4 To actively and sincerely investigate all complaints.

2.5 To apply the complaints procedure to all full members.

3. Valid complaint criteria

What constitutes a complaint?

3.1 Any material in breach of either the mission statement or code of practice of the PACT.

3.2 Any behaviour or conduct in breach of either the mission statement or code of practice of the PACT.

Examples of complaints:

1. False, misleading or unscientific information on members’ website, social media or other marketing and promotional materials.

2. Use of unethical, harmful and aversive methods and techniques.

3. Causing avoidable stress, distress and/or harm the welfare of an animal and/or client.

4. Failing to maintain suitable and adequate insurance.

Examples of issues which will not be considered complaints.

1. Failure to adequately resolve a client’s training issue (within reason).

2. Failure to keep an appointment or follow-ups.

3. Disagreement over payment for services.

4. Pointing out the failings or mistakes of others, or voicing differing opinions, in regards to others working within the field of dog training, to clients or veterinary professionals. Others may include non-PACT members, or those who are working within or outside the ABTC.

Where issues are raised by either a client, others working within the industry of animal behaviour and training, or veterinary personnel members these would not be subject to the full complaints procedure, and it would be expected that the matter could be resolved informally.

4. Who can lodge a complaint?

4.1 Anyone may lodge a complaint, including existing PACT members, members of the public, veterinary professionals, and members of other organisations. This list is not exhaustive.

5. Complaints procedure

5.1 All complaints must be made in writing and submitted by either e-mail or post to the PACT office. Complainants must give their full name, contact phone number, e-mail address (if available) and postal address. Full contact details will be requested if not initially provided. Failure to provide this information will render the complaint null and void. Anonymous complaints will be disregarded.

5.2 The complaint will be logged with the administrator. Membership status of the individual will be checked and if found not to be a member the complainant will be informed that no action can be taken by the PACT.

5.3 The letter of complaint and contact details of the member will be passed to the designated complaints member.

5.4 The complaints member will contact the complainant by phone, email or letter to determine the particulars of the complaint. The exact details of the complaint will be verified and documented by the complaints member and submitted to the complainant for agreement.

5.5 Should the complainant advise of independent parties who may be able to support the complaint, validity will be checked by the complaints member.

5.6 Should the complainant supply names and contact details (phone number, email address and postal address) of those independent parties referred to above, they will be contacted in writing by the complaints member. Failure to provide the above details will mean no contact will be made.

5.7 The complaints member will contact the PACT member who is the focus of the complaint, in writing by email or post, to notify and explain the details of the complaint, including the name of the complainant and witnesses if applicable. The complaints member will forward copies of all relevant documentation to the member by either email or recorded delivery. The PACT member will only be asked to respond once all documentation has been received.

5.8 The PACT member will be asked to submit a written response to the allegations within 14 days of receipt of all documentation. Extensions may be granted at the discretion of the complaints member.

5.9 The complaints member will consider the PACT member’s written response and, if deemed reasonable, no further action will be taken and both parties will be informed in writing.

5.10 Should the complaints member not consider the PACT member’s written response appropriate or reasonable, he/she will be informed in writing. Mediation between the complainant and PACT member will be undertaken if necessary to reach an acceptable complaint resolution.

5.11 Should resolution not be reached by both parties, or the alleged offence is considered to be serious, the complainant and PACT member will be asked to attend a specially chaired meeting of the PACT. This meeting will take place at a convenient location for both parties, at a mutually suitable time and date. The PACT member will be given 28 days written notice to attend a meeting of the Committee and written details of the complaint made against them.

The complaints panel will consist of the complaints member and relevant members of the PACT complaints committee as agreed upon by the Directors. The PACT member and complainant will be allowed to bring another person. Both parties will be given the opportunity to present their case or be represented by another who will do so for them, e.g. solicitor.

The complaints panel will determine the nature of the meeting, how best to proceed and whether cross examination is necessary or appropriate. Should either the PACT member or complainant decline or refuse to attend this meeting, it may proceed in their absence.
Within 14 days of the meeting a decision will be made by the complaints member and other committee members. Members may not be suspended or expelled unless at least two thirds of the committee present votes in favour either. The member and complainant will be informed of this decision in writing.

6. Additional points

6.1 The complaints member may deem the use of phone calls necessary for ease, clear communication and clarity. In this case, the PACT member will be contacted and a mutually convenient date and time agreed on. Members will not be called unexpectedly and questioned. Phone calls between the complaints member and the PACT member will last no longer than 30 minutes; if this is not sufficient time then both parties should agree on another date and time.

6.2 Discussion of the actual complaint will only happen once the member has been informed in writing of the nature of the complaint and provided with copies of all documentation relating to it.

7. Sanctions

7.1 Sanctions will be appropriate and reflect the weight of the offence. For example, they may include offering an apology to the complainant, completing CPD within a specified timeframe, suspension for a period of time, or expulsion for serious or continuing repeated offences. Failure to comply with recommendations may result in further disciplinary actions by the complaints member.

8. Follow-up to complaint

8.1 If the complaint is not upheld, a record will not be kept nor used in any future proceedings.
8.2 If the complaint is upheld, a record will be kept on file for five years, and may be taken in consideration if other complaints of a similar nature are received in the future.

8.3 Details of an upheld complaint will not be passed on to any other organisation either formally or informally.

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