Appeals and complaints process

Appeals process

Stage 1: Informal academic review

Where a learner disagrees with an assessment decision, they should first discuss this with the assessor and, where relevant, the Internal Quality Assurer.

The aim of this stage is to clarify the decision, review the evidence and determine whether the matter can be resolved without a formal appeal.

Stage 2: Formal appeal

If the learner remains dissatisfied, they may submit a formal appeal in writing to the Centre Manager within 10 working days of the decision or outcome being communicated.

The appeal should include, where possible:

• The decision being appealed.
• The reasons for the appeal.
• Any supporting evidence.
• The outcome sought.

EdgeWorks™ will acknowledge receipt of the appeal within 2 working days.

A suitably qualified person who has not been directly involved in the original decision will be appointed to review the appeal. Where required, this may include another qualified assessor or other appropriate decision-maker.

Appeal investigation and outcome

The appeal reviewer will consider:

• The learner’s grounds of appeal.
• The assessment evidence.
• Relevant assessment criteria and awarding organisation requirements.
• Any internal quality assurance findings.
• Whether procedures were followed fairly and consistently.

A written outcome will normally be issued within 10 working days of acknowledgement. Where this is not possible, the learner will be informed of the delay and given an updated timeframe.

The outcome may include:

• Appeal not upheld.
• Appeal partly upheld.
• Appeal upheld.
• Recommendation for reassessment, remarking or other appropriate corrective action.

A successful appeal does not automatically mean that competence has been demonstrated. A reassessment or further review of evidence may still be required.

Stage 3: Final internal review

If the learner remains dissatisfied following the formal appeal outcome, they may request a final internal review by writing to the Managing Director within 5 working days of the appeal decision.

The final internal review will consider whether:

• The correct process was followed.
• The decision was reasonable based on the evidence.
• Any conflict of interest, bias or procedural unfairness may have affected the outcome.

The final internal review outcome will normally be issued within 10 working days. This will conclude the EdgeWorks™ internal appeal process.

Awarding organisation escalation

Once the internal appeal process has concluded, the learner will be informed of any relevant escalation route to the awarding organisation.

Where awarding organisation rules permit escalation, EdgeWorks™ will either:

• Provide the learner with the relevant contact details and process, or.
• Submit or support the escalation on the learner’s behalf where that is the required route.

Escalation to the awarding organisation will always be subject to that organisation’s own rules and procedures.

Complaints process

Formal complaint

If a learner wishes to make a formal complaint, they should do so in writing to the Co-Ordinating Internal Quality Assurer within 10 working days of the issue arising or of informal resolution failing, unless there is a good reason for later submission.

The complaint should include, where possible:

• The nature of the complaint.
• Relevant dates and people involved.
• Any supporting evidence.
• The outcome sought.

EdgeWorks™ will acknowledge receipt of the complaint within 2 working days.

Complaint investigation

The complaint will be investigated proportionately by an appropriate person.

Where the complaint concerns the Co-Ordinating Internal Quality Assurer, assessor, Centre Manager, or another person who would otherwise handle the matter, it must be reassigned to an appropriate manager or senior leader not directly involved.

The investigation may include:

• Reviewing relevant records and communications.
• Speaking to relevant staff or learners.
• Reviewing applicable policies, procedures and standards.
• Considering whether any immediate corrective action is required.

A written outcome will normally be provided within 10 working days of acknowledgement. Where more time is needed, the learner will be informed and updated.

Complaint outcomes

The complaint outcome may be:

• Complaint upheld.
• Complaint partly upheld.
• Complaint not upheld.
• Complaint resolved with agreed action.
• Complaint referred under another policy where more appropriate.

Where service improvements or corrective actions are identified, these will be recorded and progressed as appropriate.

Final complaint review

If the learner remains dissatisfied, they may request a final internal review by writing to the Centre Manager or, where the Centre Manager has already led the case, the Managing Director, within 5 working days of the complaint outcome.

A final internal written response will normally be issued within 10 working days. This will conclude the EdgeWorks™ internal complaints process.

External escalation

After the internal complaints process has been completed, a learner may raise the matter externally where an appropriate route exists, including:

• The relevant awarding organisation, where the complaint falls within its remit.
• The Information Commissioner’s Office, for data protection matters.
• Any other relevant regulator or body, where applicable.

This policy does not prevent a learner from using an external route where law or regulatory guidance gives them that right.

Matters requiring immediate referral

Some concerns are not suitable for handling solely under this policy. Immediate referral may be required where the matter involves:

• Safeguarding or welfare risk.
• Discrimination, harassment or victimisation.
• Data protection or privacy concerns.
• Suspected malpractice or maladministration.
• Fraud, bribery or criminal conduct.
• Whistleblowing or public interest disclosure.

In such cases, EdgeWorks™ may pause or adapt the appeals or complaints process while the relevant specialist procedure is followed.

Record keeping and retention

EdgeWorks™ will keep a written record of all formal appeals and complaints, including:

• The issue raised.
• The investigation undertaken.
• The outcome.
• Any corrective action taken.

Records will be stored securely and processed in accordance with the Data Protection and Usage Policy and Records Retention Schedule.