Complaints Policy

Procedure for the Conduct of Appeals

1. Examination Appeals
   • It is the responsibility of a delegate to notify their Nominated Tutor as soon as possible if there are any extenuating circumstances that could affect their examination performance. This ensures that any relevant information can be considered by the Board of Examiners at the appropriate time.
   • Delegates are also responsible for checking their examination results.
   • If a delegate wishes to appeal, they must submit a written application to the Centre Contact within 14 days of receiving their results. If the application lacks sufficient details, the delegate may be asked to provide additional information before a judgement can be made.
   • After consulting with the Nominated Tutor, if the Centre Contact concludes that there is no prima facie case, the delegate will be informed of this decision in writing.

Committee Procedure

• Written Submissions: If the appeal is to be handled via written submissions, the delegate must provide these by a specified date. Any comments made by the Centre Contact will be shared with the delegate, who will have the opportunity to respond.
• Oral Hearings: If an oral hearing is required, the delegate will be informed of the date, time, and location. They must confirm attendance at least 3 days prior to the hearing and indicate if a friend or adviser will accompany them, providing their details. If legal representation is involved, this should be disclosed in advance. The delegate should also provide the names of any witnesses they wish to call.
• The Committee will consider any objections to its membership and may adjust as necessary.
• If the delegate does not attend the hearing, the Committee may proceed in their absence, provided due notice was given.
• After the meeting, the Centre Contact will notify the delegate in writing of the decision.

Recourse to Complaints Procedure

• If an academic appeal is not resolved to the delegate’s satisfaction, they may pursue a review under our Complaints Procedure.

Client or Learner Complaints Procedure

Step 1: Addressing the Issue

• Clients or learners should first approach the staff member involved to discuss their concerns and seek a resolution. This allows for any necessary adjustments to be made promptly.
• If the issue is resolved, no further action will be taken. However, if an agreement cannot be reached, the complainant can escalate the issue to the next step.

Step 2: Formal Complaint

• If the issue remains unresolved, the complainant should contact RKMS Academy at 01253 806916 or send a written complaint to:
  Unit 4, The Pavilions
  Avroe Crescent
  Blackpool
  FY4 2DP
• Complaints will be acknowledged within 7 working days. A designated Director will investigate, gather relevant information, and, if necessary, appoint an impartial Senior Manager to assist. The complainant will be kept informed throughout the process, and corrective actions will be discussed and agreed upon where applicable.

Safeguarding Issues

• If a safeguarding issue is identified, it must be reported to the Designated Safeguarding Officer (DSO), who will log the incident and conduct an investigation. The DSO will report any concerns to Senior Management and may liaise with the Local Authority Designated Officer (LADO), where appropriate.
• All safeguarding incidents will be securely recorded and handled with strict confidentiality.

Continuous Improvement

• All complaints and appeals are logged and reviewed as part of our Continual Improvement Process. This ensures that we address systemic issues and enhance the quality of our services.
• Improvement Reports will be discussed in internal review meetings to identify any further actions, such as updates to procedures, staff training, or amendments to operational practices.

Assessment Appeals Flowchart

If a candidate disputes the outcome of an assessment, the following process will apply:

1. Initial Discussion: The candidate should discuss the issue directly with the Assessor.
2. Written Statements: If unresolved, both the candidate and assessor will provide written accounts within 7 days of the assessment. These will be reviewed by the Internal Verifier.
3. Internal Review: The Internal Verifier will consider the accounts and interview both parties, aiming to resolve the issue within 14 days.
4. External Appeal: If no resolution is reached, the Internal Verifier will contact the relevant Awarding Body, and an appeal tribunal may be set up, aiming for a decision within 2 months.