Policies

Complaints and appeals

If something isn’t right, tell us. Most concerns are sorted out with a phone call. If not, there’s a clear process, with timescales, and you can take it to EAL and then Ofqual if you’re still not satisfied.

This page summarises our policies. You receive the full Complaints Policy and Appeals Policy at induction, and you can ask for a copy at any time by emailing info@qeassess.co.uk.

Complaints

Making a complaint

Anyone who uses our services can complain: candidates, employers and centres. Complaints should be made within one year of what happened. Older complaints are still investigated if they involve a criminal offence, safeguarding, discrimination, legal proceedings or health and safety.

  1. Raise a concernCall or email your assessor. Most concerns are resolved straight away, or within a day or two.
  2. Formal complaintNot resolved? Within 10 working days, email info@qeassess.co.uk. We acknowledge it within 2 working days and aim to resolve it, or meet you, within 10 working days.
  3. Panel hearingStill not resolved? Write to us within 10 working days. A panel hears your complaint within 10 working days, and you can attend with a supporter. You get the decision in writing within 3 working days.
  4. ExternalEAL, then OfqualIf you’re still unhappy, you can complain to EAL, the awarding organisation, and finally to Ofqual, the regulator.

Complaints are handled fairly, impartially and in confidence. Anyone who raises a concern in good faith is protected under our Whistleblowing Policy. Our complaints process doesn’t affect your legal rights.

Appeals

Appealing an assessment decision

If you disagree with an assessment decision, you can appeal. An appeal checks whether the right procedures were followed fairly. It doesn’t usually mean your work is re-marked, but a review can be ordered if the appeal finds it’s needed.

  1. Assessor reviewComplete the appeals form within 7 working days of your result. You get a decision within 7 working days.
  2. IQA reviewNot satisfied? Ask for a review by the Internal Quality Assurer within 7 working days. They look at your evidence, the assessor’s reasons and a second assessor’s opinion.
  3. Appeal hearingStill not satisfied? Write to us within 7 working days. Someone not involved in your assessment investigates, and you get the outcome in writing within 7 working days.
  4. ExternalAwarding bodyIf you still feel disadvantaged, we submit your appeal to EAL within 14 days of the hearing.

We keep all appeal records for at least 18 months, so they can be checked by EAL.

Raise a concern or complaint

Email info@qeassess.co.uk or ring 0333 772 3876, Monday to Friday, 9:00 to 17:00.

Email us