Global Skills’ Complaints (1) and Appeals against Assessment Decisions (2) Procedures

1. Complaints Procedure

Global Skills Training Ltd (Global Skills) values its learners and customers and we aim to offer exceptional standards of customer service to not only all our learners but also to employers, partners, clients, visitors and all stakeholders.

However, we appreciate that on occasion we may be perceived to fall short of the rigorous standards we have set for ourselves. In instances where a learner, an employer or any other stakeholder feel that they are dissatisfied with any aspect of our provision we encourage them to follow our complaints procedure. This process will involve a thorough investigation and an appropriate course of action to address the cause of the complaint.

Learners and candidates

In the first instance learners are asked to discuss their complaint with their Tutor/ Assessor/Trainer. Many issues are usually resolved at this stage. However, if the learner is not satisfied, he/she may put their complaint in writing, using the Complaints Form (Appendix 1) to record their concerns. This must be emailed to complaints@global-skills.com or passed to any member of our staff. This will then be passed to the relevant member of Global Skills’ staff responsible for investigating and attempting to resolve the issue:

  • Complaint about administrative issues (i.e. registration, certificates, exams) – Contract Manager,
  • Complaint regarding general issues – Centre Manager,
  • Complaint regarding Delivery and Assessment staff – Operations Manager.

Employers

If any of our employers have a cause for concern or an aspect of our service they are not happy with, they may raise their concern by emailing  complaints@global-skills.com or contacting our:

– Employer Engagement Officer: tel. 020 8896 2889 or 07375 529 457 or

– Operations Manager if the query relates to the Assessor/Teacher or

– Centre Manager if the complaint relates to a general issue – directly on 020 8896 2889.

Action

Following investigation of any complaint, the relevant member of the Senior Staff Team (Contract Managers, Centre Manager and Operations Manager) will respond

to the complainant within 5 working days of the complaint being made and inform them of any action taken. If the complaint is found to be unjustified the reasons will be clearly stated and further or alternative options discussed, if necessary.

If the person making the complaint is dissatisfied with the response or the other Senior Staff Team members were unable to resolve the issue, they may raise the complaint with the Managing Director, Nasir Warsama by emailing  nasir@global-skills.com.

If the complaint is still not resolved at this stage you will be directed to the relevant external organisation.

Please contact us by email or by telephone 020 8869 2889 to request the Complaint Form and we will gladly assist you in the completion of the form. The form will then be passed onto the relevant member of staff who will respond within five working days.

Complaint Form

Name ………………………………………………………………………………………………………………………………….

Tel. No. ………………………………………………………Email……………………………………………………………..
Employer (if applicable) ……………………………………………………………………………………………………..

Course (if applicale)……………………………………………………………………………………………………………
Date: ………………………………………. Time: ………………………………………………
Complaint received by:
Telephone     Email    Face to face     Other 

Type and details of complaint:

Actions: Person/s responsible: ………………………………………

Outcome: Outcome due date (within 5 working days) …………………………

Name and signature of staff completing the form: ………………………………………..

…………………………………………………………………………………………..

Date………………………………………………………………………………. Time……………………………………

Resolved? Yes/No

If No, Actions’ follow-up: ………………………………………………………………………………

2. Learner Appeals against Assessment Decisions Procedure

Grounds for appeal

Assessment decisions for all courses are based on the criteria published by the Awarding Bodies. You should be given a copy of the assessment criteria at the start of the course as part of your Induction. As a candidate, you have the right to appeal against any assessment decision if you believe that the decision is unfair or unreasonable.

Awareness of the Appeals Process

Your Assessor/Trainer will explain the appeals process at the start of your course, and you will be asked to sign this procedure to confirm your understanding.

Stage 1: Informal Appeal

1.1 If you are unhappy with an assessment decision you should always discuss it first with your Assessor/Trainer. You should be prepared to explain why you think you have met the required assessment criteria, and you should be prepared to listen to your Assessor/Trainer’s reasons.

1.2 In exceptional circumstances, if you feel very unhappy about discussing the issue with your Assessor/Trainer, you may raise it instead with the Course Leader.

1.3 If you are still unhappy with the assessment decision, you may then proceed to stage 2, the formal written appeal.

Stage 2: Formal Written Appeal

2.1 If you decide to make a formal appeal, you must fill in an appeal form within 10 working days of getting the original assessment decision. You can get an appeal form from your Assessor/Trainer or from the Course Leader.

2.2 The written appeal will be sent to the Internal Quality Assurance (IQA) responsible for the course. The Internal Quality Assurance will discuss the issue with the Assessor/Trainer concerned, evaluate the evidence and give a judgement.

2.3 The Internal Quality Assurance will notify you of the decision within 5 working days, and the reasons for the decision, in writing, and will give a copy to the Assessor/Trainer and the Course Leader.

Stage 3: Appeals Panel

3.1 If you are still unhappy after the IQA’s decision, you may make a Final Appeal to the Centre’s Appeals Panel. Membership of the Appeals Panel is determined by the Managing Director, but will normally consist of the Managing Director, Operations Manager, Lead IQA, Quality and Curriculum Manager.

3.2 To make an appeal you must apply in writing to the Managing Director within 10 working days of receiving the Internal Quality Assurance’s decision.

3.3 The Appeals Panel will consider the evidence and give a judgment. You will be notified of the decision and the reasons for the decision verbally on the day of the panel and then in writing within 5 working days.

Stage 4 (if applicable): External Quality Assurance

If the student is still dissatisfied, they can appeal to the awarding organisation body in accordance with their appeals procedures. Details of the appeal will be made available to the External Quality Assurer/External Examiner. In some circumstances, Awarding Organisations allow a final right of appeal for internally and externally assessed work to them. In such cases, the appropriate documentation and, where applicable, deadline for appeal should be consulted to support the learner. It must be clear to learners that there may also be a charge made by the awarding body for an appeal and that this will be met by the learner.

Learner Appeals Stage 2

Learner Appeal: to be completed by candidate

Learner Name: ………………………………………………..

Assessor/Trainer Name: ……………………………………

Qualification Title: …………………………………………….

Unit/Module Title: ……………………………………………..

Nature of Appeal

Please use the space below to summarise the grounds on which you are making this appeal (you may attach any relevant documentation).

Learner’s Signature…………………………………….. Date: …………………

When completed please post or give this form to your Course Director, or to the Centre Manager at Global Skills Training Ltd. Address: Hawkco House, 35 Horn Lane, Acton, London, W3 6NS, Tel: 020 8896 2889, info@global-skills.com

Learner Appeal: to be completed by Internal Quality Assurance

Learner Name: ………………………………………………….

Assessor/Trainer Name: ………………………………………

Qualification Title: ………………………………………………..

Unit/Module Title: …………………………………………………

Internal Quality Assurance Report

 

This appeal is Upheld/Denied* (*please delete as appropriate)

Revised grade (where applicable):

Actions to be taken:

Internal Quality Assurance

GS CoGS Complaint and Appeals Procedure V2, Sep 2019mplaint and Appeals Procedure V2, Sep 2019