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Complaints Policy

Learner Appeals Procedure

All Learners have the right to challenge the outcomes of their assessment, if they consider the assessment has not been carried out properly.  Learners might appeal on a variety of issues listed below: –

  • Conduct of the assessment;
  • Adequacy of the range, nature and comprehensiveness of the evidence when set against the national standards and evidence requirements;
  • The opportunities offered in order to demonstrate competence of attainment;
  • Access to assessment;
  • Process of assessment;
  • Access to Internal Verification;
  • The handling of an appeal;
  • Administrative issues e.g. failure to register/apply for certification

Appeals for Automated Assessments (BCS)

  • Learners who are unhappy with any aspect of the assessment process should first discuss the problem with the Centre Manager or a Centre Representative within 5 working days of receiving their result
  • The Learner must make the reasons clear at this time
  • Assessments are undertaken using automated testing software which has been approved by the ECDL Foundation. In the event of a Learner raising a complaint the assessment report that will have been produced by the system will be fully discussed with the Learner
  • An action plan will be agreed, and a further assessment date scheduled. In some circumstances the Learner may be offered a free re-test (e.g. if there had been hardware or software problems)
  • The Centre will keep a written record of each stage of the process with dates and outcomes

Appeal to Awarding Organisation (BCS)

  • If a Learner is not able to resolve an appeal at the approved centre then he/she has the right to appeal to BCS. This may be done via the Centre Manager or direct to the BCS Quality Team in writing. Learner appeals must be made to BCS within 90 days of the date of the assessment together with the appeal fee. This fee will be refunded if the Learner’s result improves following the appeal. The address will be supplied on request.
  • BCS will acknowledge receipt of the appeal and advise the Learner or centre of the timescale for a decision.
  • The BCS Representative will investigate the circumstances of the appeal and make a report to the appeals panel. In very exceptional cases, the appeals panel may request the Centre Manager possibly accompanied by the Learner, to attend a meeting of the panel to provide further explanation of the circumstances of the appeal
  • Appeals panel decisions will be given in writing to the Centre Manager and the Learner and are final

 

Appeals for Manual Marked Assessments (BCS)

Informal Appeal

  • Learners who are unhappy with any aspect of the assessment and award process should first discuss the problem with the Centre Manager or a Centre Representative within 5 days of receiving their result
  • The reasons for dissatisfaction must be made clear by Learner at this time
  • The Centre will keep a record of such discussion together with date and outcome
  • Where necessary the 1st marker will be instructed to re-mark, and the 2nd marker will also be instructed to mark or re-mark. It should be noted that if the Learner was borderline double marking should already have been undertaken

Formal Appeal

  • If the Informal Appeal does not provide satisfaction the Learner may raise a formal appeal
  • Appeals will only be accepted if made in writing (not e-mail) to the Centre Manager within 10 days of receiving their result, outlining clearly the circumstance of the appeal
  • The 1st and 2nd markers will re-mark again, or consider if there are any aspects that should be considered in the Learners performance
  • In some circumstances the Learner may be offered a free re-test (e.g. hardware or software problems)

Appeal to Awarding Organisation (BCS)

  • If a Learner is not able to resolve an appeal at the approved centre, then he/she has the right to appeal to BCS. This may be done via the Centre Manager or direct to the BCS Quality Team in writing. Learner appeals must be made to BCS within 60 days of the date of the assessment together with the appeal fee. This fee will be refunded if the Learner’s result improves following the appeal. The address will be supplied on request.
  • BCS will acknowledge receipt of the appeal and advise the Learner or centre of the timescale for a decision.
  • The BCS Representative will investigate the circumstances of the appeal and make a report to the appeals panel. In very exceptional cases, the appeals panel may request the Centre Manager, possibly accompanied by the Learner, to attend a meeting of the panel to provide further explanation of the circumstances of the appeal.
  • Appeals panel decisions will be given in writing to the Centre Manager and the Learner and are final

Appeals for Evidence Based Assessment

During any stage of the Appeals Procedure the Learner is entitled to be represented or accompanied, should they wish.

All Learners who are being assessed have the right to appeal if they disagree with an assessment decision. In the event of a dispute the following stages should be followed:

Stage 1

The Learner should appeal in writing to the Assessor clearly stating their reasons for disagreement and the evidence in the portfolio which the Learner believes meets the competence requirements of the knowledge and understanding and skills and techniques. The Assessor will meet with the Learner within 10 working days and go through the assessment process, clearly explaining the outcome. The Assessor will confirm the outcome in writing to the Learner.

Stage 2

Learners who are not satisfied with the outcome from Stage 1 may then appeal in writing to the Internal Verifier. The Internal Verifier will meet with the Learner and the Assessor within 10 working days and will confirm the outcome in writing to the Learner.

Stage 3

Learners who are not satisfied with the outcome after Stage 2 and have exhausted all the internal appeals procedures may then appeal in writing to the Awarding Body. At this point the Awarding Body’s Appeals Procedure will be followed. The Centre will provide reports from Stages 1 and 2.

BCS:

Learner appeals must be made to BCS within 90 days of the date of the assessment together with the appeal fee. This fee will be refunded if the Learner’s result improves following the appeal.

BCS will acknowledge receipt of the appeal and advise the Learner or Centre of the timescale for a decision.

The BCS Representative will investigate the circumstances of the appeal and make a report to the appeals panel. In very exceptional cases, the appeals panel may request the Centre Manager, possibly accompanied by the Learner, to attend a meeting of the panel to provide further explanation of the circumstances of the appeal. Appeals panel decisions will be given in writing to the Centre Manager and the Learner and are final.

If the decision affects other results, appropriate steps will be taken to protect the interests of all Learners and the integrity of the qualification.

Pearson:

Pearson support and encourage enquiries and appeals from learners to be resolved within the centre.

However, where this has not been possible learners can contact Pearson’s Vocational Quality Standards Team at vocationalqualitystandards@pearson.com. In order to support the enquiry or appeal Pearson will ask to see evidence that the centre’s internal enquiries or appeals procedure has been fully used.

 

Centre:

Any results enquiries need to be submitted to vocationalqualitystandards@pearson.com within 14 days of Pearson’s original decision.

Any enquiries and appeals about a decision made by Pearson affecting your centre or your learners should be emailed to vocationalqualitystandards@pearson.com within 14 days of receiving the decision.

While an enquiry or appeal is happening, it is important that you keep all evidence relating to the case. If the enquiry or appeal involves the work of a learner, the centre will need to keep the work of the complete cohort.

 

Learner:

The learner will not be able to appeal to Pearson unless they have first gone through the appeals process at the centre.

If the learner wants to enquire about or appeal against the centres decision which they feel has disadvantaged them, then they should email Pearson at vocationalqualitystandards@pearson.com within 14 calendar days of being told outcome of the centre’s appeals process.

Complaints Procedure

The Complaint Procedure is intended to enable learners, potential learners, employers, clients and the general public to bring matters of concern about their learning experience to the attention of the Company and enable investigation of those concerns with the aim of a satisfactory resolution. This process provides feedback to help improve the services for our students. Complaints about assessment decisions should follow the Appeals Procedure.

 

The Informal Approach

  • In the first instance a Learner should discuss their complaint with their tutor, or other member of centre staff involved in their learning program.
  • In most cases the complaint can be sorted out by listening to the learner and discussing ways forward that will remove any issues.
  • Many perceived complaints are a simple misunderstanding and need be taken no further than appropriate informal discussions.
  • If the Learner is not satisfied and wishes to make a formal complaint, as much detail as possible of the informal discussions should be recorded in case it is required later in the complaint process

Formal Complaint

If the Learner has tried the informal approach and is still not happy, then they may initiate a formal complaint.

 

  • The Learner should contact the Company’s Centre Manager in writing stating the nature of your complaint.
  • The complaint will need to contain relevant details, including the nature of the complaint, a full description, dates, times, persons involved etc.
  • The complaint will then be investigated by the Centre manager, or another appropriate person
  • The Learner will be notified of the outcome within 10 working days of the complaint being made

Appealing a Complaint Outcome

Where a Learner is not satisfied by the outcome of the formal complaint, they may appeal the outcome.

  • The appeal must be made in writing to the Director(s) of Netcom Training clearly stating their reasons for appealing the outcome of the Formal Complaint process.
  • The Director(s) will review the complaint taking in to account all aspects of the process (informal and formal) and respond with a decision within 30 working days of receiving the appeal letter.
  • The Director(s) decision will be final.