Complaints Policy

Procedure for the Conduct of Appeals

    • It is the responsibility of a delegate to notify their Nominated Tutor at the earliest opportunity if there are any extenuating circumstances which might have a bearing on their examination performance, so that, wherever possible, this may be brought to the attention of the Board of Examiners at the appropriate time. It is also the delegate’s responsibility to check his or her examination results.
    • A delegate wishing to appeal must make a written application to the Centre Contact in which they are registered. If an application is received within the specified time limits (i.e. within 14 days) but is insufficiently detailed to enable the Centre Contact to form a judgment, the delegate should be asked to provide the necessary additional information.
    • If after consulting with the Nominated Tutor, the Centre Contact is satisfied that no prima facie case is established, the delegate should be notified in writing of that decision.

 

Committee Procedure

    • Where the appeal is to be dealt with on written submissions, the delegate will be required to submit these by a specified date. Comments made by the Centre Contact should be supplied to the delegate, with an invitation to submit any response to those comments by a specified date.
    • Where there is to be an oral hearing, the delegate should be informed of the date, time and place of the hearing. They should be asked to confirm in writing not later than three days in advance of the hearing whether a friend or adviser will be present and, if so, to provide the name and status of that friend or adviser and an indication of whether or not they are legally qualified. The delegate should also notify the Centre Contact at least 3 days beforehand of the names of any witnesses they may wish to call. The Centre Contact should inform the delegate of the membership of the Committee (if applicable) in advance of the hearing. If the delegate objects to any member, the reasons for that objection should be provided in writing to the Centre Contact. The Chairman of the Committee will then determine whether or not that member should be excluded from consideration of the case. If the delegate objects to the Chairman, the Centre Contact should be informed in writing and the members shall determine whether the delegate’s objection should be upheld.
    • If the delegate fails to attend the hearing, the Committee may, if it is satisfied that due notice had been given, proceed in the delegate’s absence on the basis of the material available to it, or may adjourn to a later date.
    • After the meeting of the Academic Appeals Committee, the Centre Contact will notify the delegate in writing of the decision.

 

Recourse to Delegate Complaints Procedure

    • Where an academic appeal has not been resolved to a delegate’s satisfaction, there is an opportunity to make application for a review under the Problems & Improvements Procedure.

Client or Learner/Apprentice Complaints:

    • All Client or learner/apprentice complaints will be recorded on an Improvement Report which will be returned to Head Office, who will record its receipt and pass to the appropriate Director or Project Manager for completion of the section headed Corrective/Preventive Action.
    • The following steps will be taken before completing these sections: –
                1. Review the nonconformity
                2. Determine the cause of the nonconformity
                3. Evaluate the need for Corrective Action
                4. Determine & implement the corrective action needed
                5. Record the results of the Corrective Action on the Problem Register
    • Copies of Improvement Reports will be returned to Head Office where appropriate they may be discussed at the next Associates Meeting, to consider whether any further action is required.
    • Such further action may involve a review of Operating Procedure, Work Instructions, Approved Consultants or some other working practice within the Company.

Safeguarding Issues

    • If a safeguarding incident is identified, it is reported to the Designated Safeguarding Officer (DSO) who will log on a Problem Report.
    • The Safeguarding Officer will undertake an investigation and raise any concerns with Senior Management.
    • Record of safeguarding issues are retained on the secure drive on the server.
    • The Designated Safeguarding Officer will make an informed decision on who to report the incident to:

Local Authority Designated Officer (LADO)

    • The Safeguarding Officer will maintain contact details for all LADO’s in areas where we deliver.
    • Safeguarding incidents may include the following issues:
            • Physical abuse (assault/modern slavery / stalking)
            • Phycological abuse (controlling cyber bullying)
            • Sexual abuse – (forced marriage / underage sex / female genital mutilation)  
            • Neglect
            • Emotional
            • *Not exhaustive

Learner Complaints Procedure

    • If a dispute or a complaint cannot be resolved between the parties involved (i.e., staff member and a c) then the following complaints procedure will be initiated, feedback is also welcome using this procedure

Stage 1

    • The complainant (customer) should approach the staff member concerned and explain clearly what it is that they find unsatisfactory about the level of service provided. Thus, giving the staff member concerned an opportunity to discuss the issue and make any required adjustments or actions.
    • If agreement over what action is required to restore the usual level of service is reached, and an acceptable time frame for this improvement is also agreed no further action will be taken
    • In case of an unsatisfactory conclusion, the customer can take the complaint to Stage Two

Stage 2

    • The complainant should contact the office on 01253 806916 with as much relevant detail about the issue as possible, this information will be entered onto a Problem Report Form and immediately communicated to all Directors. Contac details of the complainant should be recorded on the Problem Report Form to allow the Directors to contact the complainant.
    • Alternatively, the complainant can send their written complaint to the office for the attention of the Directors.

Business First Centre

Unit 17 The Pavilions

Avroe Crescent

Blackpool

FY4 2DP

    • The complaint will be dealt with immediately by an appropriate Company Director and confirmation of receipt will be actioned within 7 working days or sooner. (Where operationally required another impartial Senior Manager may deputise).
    • The Company Director will initiate an investigation of the complaint and gather relevant factual information from all parties concerned. This may involve the appointment of a panel to consider the issue/s and what action results e.g., Disciplinary Action.
    • The Director responsible will keep the complainant informed of the progress of the investigation and negotiate all appropriate corrective action with the complainant in advance.

Flowchart (appeals)

This process is to be followed in all cases where a candidate disputes the outcome of an assessment. All disputes will be logged and investigated as part of our continual improvement process, details of and results of all appeals will be discussed at review meetings.

This process is to be followed in all cases where a candidate disputes the outcome of an assessment.

All disputes will be logged and investigated as part of our continual improvement process, details of and results of all appeals will be discussed at review meetings.

CANDIDATE DISPUTES ASSESSMENT

CANDIDATE DISCUSSES WITH ASSESSOR

IF DECISION IS STILL UNRESOLVED BOTH ASSESSOR AND CANDIDATE WRITE SEPARATE ACCOUNTS OF ASSESSMENT. THIS MUST BE NO MORE THAN 7 DAYS AFTER THE ASSESSMENT OCCURRED

Note: assessor to complete information on a Problem Report

INTERNAL VERIFIER CONSIDERS WRITTEN ACCOUNTS AND INTERVIEWS BOTH CANDIDATE AND ASSESSOR AND TRIES TO RESOLVE THE SITUATION WITHIN 14 DAYS

IF THE OUTCOME IS STILL UNSATISFACTORY THE INTERNAL VERIFIER WILL CONTACT THE RELEVANT AWARDING BODY AND AN APPEAL TRIBUNAL WILL BE SET UP.

A DECISION IS MADE WITHIN 2 MONTHS

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