Appeals_and_Complaints_A1

Appeals & Complaints Each organisation should have its own Appeals & Complaints procedure and both the candidate and the assessor should be aware of this. In addition awarding bodies also have their own Appeals & Complaints procedure. These should be used if the complaint cannot be resolved locally. In the first instance and as a general rule; The Appeals & Complaints procedure should be made available to candidates on request. The candidate should be advised of the Appeals & Complaints procedure at the initial interview/professional discussion. Appeals & Complaints should be put in writing at the first opportunity and should also be catalogued. A record should be made of the exact outcome at every stage in this process. The assessor must notify the Internal Verifier of the company they are working for when an appeal or complaint is received. Appeals & Complaints wherever possible should be resolved locally A professional discussion should be held with the client when the appeal or complaint is received. At this discussion the assessor should listen to what the exact issue is. It may be a misunderstanding that can be resolved there and then on either side. It may be a good idea to have the candidate’s manager present at this stage. If the candidate is still dis-satisfied with the outcome the Internal Verifier will then be asked to step in. They will interview the client on what they have done and will also interview the assessor to clarify why and how the decision was reached. Everyone should then get together to resolve at this stage. In the instance of a complaint the eabove process will be carried out, it may be a conflict of interest and the best solution is to change the assessor. In addition awarding bodies also have their own Appeals & Complaints procedure. These should be used if the complaint cannot be resolved locally. If the candidate is dissatisfied with the outcome they can then appeal to the awarding body. An External Verifier will then review the situation. There are three stages of appeal at this stage in the process. 1.Quality Review The candidate may appeal to the board There is a charge for this service that will be refunded if the result is in favour of the candidate The request must be made within 60 working days of the notification of the result An External Verifier will then review the situation and the candidate will receive notification that this is in progress. The candidate will receive notification of the result within 32 working days (there may be some instance in which it will take longer. The candidate will be advised if this is the case) 2.City & Guilds Group Appeal Board If a candidate is dissatisfied still then the Board on City & Guilds can conduct a quality review. They cannot assess the candidates work but can ensure the all procedures were followed correctly and that all decisions on the candidates work were arrived at fairly. This must be requested within ten working days of the quality review. 3.Independent Appeals Board This must be requested within 15 days of the quality review carried out by the City & Guilds Appeals board. The independent Appeals board has 3 members from the Independent & Standards Committee of City & Guilds of London Institute. There must be a clear and sound reason for the appeal to be heard. They will then review the process and not the candidates work.