Complaints and Appeals Policy
At Locomotivation we are committed to providing a quality service and will make sure we handle complaints in a fair and honest way. The aim of this policy is to ensure that all complaints are documented and handled in a consistent and regulated manner.
For the purposes of this policy, a complaint is a statement that something is wrong or not satisfactory with the service provided.
All complaints will be dealt with in a professional and timely manner and carried out by a member of the Leadership Team.
How to make a complaint
Customers can make a complaint in whichever way is easiest for them, for example by telephone or letter. You can also use the contact page on our website or email directly to email@example.com
Customers who would prefer to make a verbal complaint can telephone on 0800 1777610 and speaking to our reception. Lines are open 08.45-17.00 Monday to Thursday and 09.00-16.00 on Friday (excluding Bank Holidays.
Customers who would prefer to submit a complaint in writing should use the following address Locomotivation, 3 Parkstone Road, Poole, Dorset, BH15 2NN.
Our responsibility – what happens next?
A response will be made within 5 working days of the complaint being received. To investigate your concerns fully and provide a detailed response, we may require longer than 5 days. If this is the case, we’ll contact you within the 5 working days to update you on our progress and agree timescales.
The complaint will either be resolved, or an outlined course of action will be sent to you within 5 working days. If you feel the response is not acceptable and want to appeal against this, you may do so by contacting the Operations Director Matthew Williams on 01202 567204.
Any actions required will be recorded and used as part of Locomotivation’s ongoing performance review to ensure that it will not happen again in the future.
Where a complaint cannot be resolved through the internal procedure the complainant has the option to submit a complaint to the ESFA. The ESFA will not normally investigate a complaint until our internal complaints procedure has been exhausted. ESFA complaints team can be contacted by ESFA Apprenticeship Service Support on 0800 0150600 or firstname.lastname@example.org.
The appeals procedure will allow learners to challenge the outcomes of their assessment at the level of a unit/module/component if they consider that the assessment has not been carried out properly.
Learners might appeal on a variety of grounds including, for example:
- The assessment plan – the learner can appeal if they do not agree with the suggested methods, location, time and criteria.
- The assessment – the learner has the right to appeal if they feel that the assessment differed from what was agreed on the assessment plan or they feel that they did not receive a fair assessment.
- The assessment decision – the learner can appeal if they feel the assessor’s judgment was unfair.
- The adequacy of the opportunities offered in order to demonstrate competence or attainment.
The outcomes of the appeal may be:
- Confirmation of the original decision
- A re-assessment by an independent assessor
- A judgment that adequate evidence of competence has been shown
- An opportunity to re-submit for assessment within a revised agreed timescale.
A learner might complain about the following areas:
- Access to assessment
- Process of assessment
- Access to internal verification
- The handling of an enquiry
- Administrative issues e.g. failure to register/apply for certification
Procedures for Assessments Appeals/Complaints
Appeals must be made within 20 days of the assessment decision or issue arising. This should be to the Training Specialist in the first instance.
If the appeal/complaint is against the Training Specialist, then it should be made to the Internal Quality Assurer (IQA). The Quality Manager must also be notified within 20 days.
The IQA on receipt of the formal appeal from the learner will:
- Try to seek a solution negotiated between the relevant assessor and learner
- If it is not possible to reach an agreement, then an appeals meeting will be held with the Quality Manager
- Re-assessment, if deemed necessary will take place within 7 days of this appeals meeting.
- If the candidate is still not satisfied with the decision at this stage and this procedure has been exhausted, then the candidate can contact the awarding body. Full details will be supplied on request.
Appeals Procedure for Online tests
Any enquiries about an examination result marked externally via online testing should initially be made to the IQA. If it is believed that the marking was inaccurate the centre can apply for the test marking to be reviewed. Relevant forms will be completed and returned within 40 days to the Awarding Organisation. Learners should be aware that test marks could be lowered as a result of the enquiry.
Appeals Procedure for EPA decisions
Any enquiries about an EPA decision should initially be made to the Training Specialist who will raise the concern with the Quality Manager. The Quality Manager will investigate the appeal within 5 days and if there is no resolution available, will contact the EPAO following their appeals guidance. Relevant forms will be completed and returned within 40 days to the Awarding Organisation.