Appeals and Complaints Procedure

Introduction

Tamworth Training Centre strives to produce the highest quality learning opportunities and services and is determined to be known for excellence in all that it does. However, we accept that sometimes our service to all employed staff, both administration and trainer/assessor, visitors, delegates, clients, could fall short of these standards. If you are dissatisfied in any way with our services, we are anxious to hear from you and discuss with you possible ways to rectify matters.

The Centre takes the view that complaints provide valuable feedback so that we can improve our service. In this sense, complaints are welcome and you should not feel concerned that there will be negative consequences to you personally if you make a complaint.

At the same time, if you are especially pleased with the service you have been provided with, we welcome these comments too.

Procedure for candidates appeals against Assessment/Testing outcomes decisions.

1. Purpose
To describe the process by which the candidate can appeal against an assessment decision and obtain accurate and fair assessment of their work or competences, if necessary, through the intervention of an appropriate third party.
2. Scope
This procedure shall apply when the candidate feels that an assessment has been carried out unfairly and wishes to appeal.
3. Responsibilities
3.1 The assessor shall be responsible for ensuring that candidates are informed of this procedure.
3.2 The Centre Coordinator shall be responsible for ensuring that records of appeals decisions are entered in the programme files.
3.3 Any candidate making an appeal against an assessment decision made by an assessor shall be responsible for pursuing that appeal with the awarding body.
4. Definitions
4.1 “Candidate” includes any person whose work or competence is being assessed by persons appointed by Tamworth Training Centre for that purpose.
4.2 External examiners shall include examination boards.
5. Procedure
5.1 Internal Assessment
5.1.1 Stage 1- informal
5.1.1. The candidate concerned shall appeal to the assessor within five working days of receiving the assessment decision.
5.1.2. The assessor shall respond to the learner within five working days.
5.1.3. If the appeal is not resolved and the candidate so wishes, then stage two of the procedure shall be invoked.
5.1.4. If the candidate concerned decides to take the appeal to stage 2, the assessor shall advise the learner how to make a written appeal to the centre coordinator.
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5.1.2 Stage 2-Formal
5.1.2.1 The candidate shall make a written appeal to the Centre Coordinator within
five working days of receiving the response from the assessor.
5.1.2.2 The Centre co Coordinator shall consult with the assessor and IV for the
Programme, who may in turn, consult other appropriate persons.
5.1.2.3 The assessment decision shall be internally verified, to determine the
validity of the appeal.
5.1.2.4 The Centre Coordinator will respond in writing to the candidate within
five working days of being informed of the appeal
5.1.2.5 If the dispute is not resolved, the centre coordinator will provide information to enable the candidate to peruse the appeal via the awarding body concerned and or the via the centres complaints procedure.
5.1.3 The following are grounds for an appeal against assessment decisions, which is pursued via the complaints procedure:
a. Procedural or organisational irregularities in the conduct of the assessment.
b. The assessment did not follow the requirements of the awarding body or the centres own procedures.
c. Misleading information about the assessment had been provided
d. Insufficient or inappropriate instruction or guidance had been provided, including insufficient diagnosis of additional candidates needs (initial assessment)
e. Insufficient opportunities to demonstrate competence had been provided.

The Centre Complaints Procedure has 4 stages. We hope that most complaints can be resolved informally and this is the first stage.
Informal - Stage 1
If you have a complaint, you should in the first instance take it up with the member of staff or person responsible for the area concerned. In most instances we should be able to resolve your concern through this means.
Learners/candidates should contact their Assessor/Trainer, this member of staff will then take into account all relevant facts, needs and interests of all concerned and use their discretion to resolve the matter with due sensitivity. The assessor/trainer will normally provide feedback to you within five working days. If the investigation is likely to exceed five days, we will contact you and tell you when we expect a response will be available.
If you don’t feel comfortable discussing your complaint with a member of staff from your area you can talk to a senior member of TTC staff who will then talk through your concerns in confidence and help you with the process.
Parents, visitors, delegates and staff should contact the Quality Manager of the Centre. The Manager will then normally provide feedback to you within ten working days. If the investigation is likely to exceed ten days, we will contact you and tell you when we expect a response will be available.
If you are dissatisfied with the outcome of this informal stage, you should proceed to Stage 2
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Formal - Stage 2
There are a number of different ways you can make a formal complaint. All stage 2 complaints will be investigated and responded to by Tamworth Training Centre.
1 You could put your complaint or compliment in writing, and hand them to the assessor/Trainers.
2 You can post your complaint or compliment to the centre, addressed to the Quality Coordinator.
3 You can email your complaint or compliment to the Quality Coordinator.
If you want to talk to someone first you should contact the Quality Coordinator – who can be contacted via the Centre.
After you have made your complaint:
 You will receive a written acknowledgement within 10 working days of it being received by the Centre.
 Your complaint will be fully investigated.
 You will receive a written response within 15 days, setting out the result of the investigation and the action that will be taken. If the investigation is likely to exceed 15 days, we will contact you and tell you when we expect a response will be available.
You may make a complaint anonymously if you so wish. However, it may not be possible to investigate the complaint fully in these circumstances, and we would be unable to reply to you personally.
If you are dissatisfied with the outcome, you should proceed to Stage 3
Formal - Stage 3
You should write or contact the Quality Coordinator who can be contacted via:
 By telephone on 01827 313055,
 In writing to 19B Sandy Way, Amington, Tamworth Staffs, B77 4DS
 By e-mail info@tamworthtrainingcentre.co.uk
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When you make a complaint to the Quality Coordinator
 You will receive a written acknowledgement within 10 working days.
 Your complaint will be fully investigated.
 You will receive a written response within 15 days, setting out the result of his investigation and the action that will be taken. If the investigation is likely to exceed 15 days, we will contact you and tell you when we expect a response will be available.
If you are dissatisfied with the outcome, you should proceed to Stage 4
Formal - Stage 4
You should write or contact the Centre’s Director who can be contacted:
 By telephone on 01827 313055,
 In writing to Director 19B Sandy way, Amington, Tamworth, Staffs,
B77 4DS
 By e-mail to info@tamworthtrainingcentre.co.uk
When you make a complaint to the Director:
 You will receive a written acknowledgement within 10 working days.
 Your complaint will be fully investigated.
 You will receive a written response within 15 days, setting out the result of any investigation and the action that will be taken. If the investigation is likely to exceed 15 days, we will contact you and tell you when we expect a response will be available.
Praise or Suggestions
In addition to wanting to deal quickly and effectively with any complaints, the Centre is also very pleased to receive praise or suggestions for how things can be improved. These should be:
 Sent to the Quality coordinator, whose contact details are set out in stage 2 of this procedure or
A record will be kept by the Quality Coordinator all complaints, praise and suggestions. This record will be carefully monitored:
 To ensure that all complaints are properly addressed and that the time frames specified are kept to and
 To identify where improvements can be made to the services and operations of the centre.< New text box >>