Learner Appeals Policy and Procedure

This policy is intended for the use of all companies within the brand. For the purposes of this policy, the Skills group of companies will collectively be referred to as ‘the company.’ All provisions outlined herein apply uniformly across the Company to ensure consistency and fairness.

Purpose of the Policy

If a learner disagrees with an assessment decision in relation to any assessment decisions, then they have the right to appeal. The learner should first talk to his/her LSC to try to resolve the issue.

Scope of the Policy

This policy applies to all employees, associates, employers and learners involved in the qualification element of the training programme.

Other Related Documents and Procedures

• Company Complaints Policy
• Quality Assurance Strategy

Access to the Policy

Company employees and employers can access this policy remotely through the shared drive and the Company website.

Responsibilities

The Managing Director for the Company has the overall responsibility for this policy. Senior managers have the responsibility for implementing and monitoring the overall effectiveness of this policy by carrying out internal investigations, and reporting on outcomes in regard to learner and employer appeals against an assessment decision.

Appeals procedure

There are three stages in the appeals procedure and each stage must be exhausted before proceeding to the next one. Learners are advised to keep their own copies of all the documents used in the appeals procedure.

Some examples of when this procedure be required are:
• When a learner does not understand why their evidence has not met the assessment criteria, due to lack of or unclear feedback from the LSC
• A learner believes that their evidence has met the assessment criteria and that the LDC has misjudged this or has failed to utilise some vital evidence.

Stage 1
The appeal must be in writing and clearly indicate the points of disagreement. Evidence should be provided to support the case reference the points that are being challenged.

Stage 2
If the matter cannot be resolved at stage 1, then the complainant should submit a written appeal to a member of the quality department within 5 working days of the conclusion of stage 1, along with the original documents. A designated representative from the quality department will carry out an investigation and inform the relevant parties of the outcome within 10 working days. At this stage the appeal may be resolved.

Stage 3
If no resolution, the complainant will send the appeal in writing, including all supporting documentation, to the Director of Education within 10 working days of the conclusion of stage 2, who will review the complaint and the IQA’s report.
The Director of Education will reply to the complainant and if this resolves the matter, then no further action will be required. However, the complainant has the right to indicate that they wish for it to be escalated to the Awarding Organisation.

If you remain unhappy after following our own internal appeals procedure, then please contact the Awarding Organisation directly:

The Company will provide the complainant with the awarding organisations details within 2 working days.

Should you address your appeal to the awarding organisation and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator (for example, OFQUAL, SQA Accreditations or Qualifications Wales dependent upon the qualification). Either a representative of Skills for Security or Highfield will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

Last Review Date: September 2025

Next Review Date: September 2026

Position in Organisation: Director of Education, Richard Cooper