COMPLAINTS GRIEVANCES COMPLIMENTS February2022
Room 97 Creative Academy have procedures to allow Learners to register complaints, grievances or compliments.
These maybe to do with assessment, equal opportunities and members of staff or other learners. All are treated seriously are recorded and should be registered using the relevant procedures and forms.
REMEMBER WE WANT TO KNOW WHEN TRAINING IS GOOD AS WELL AS WELL AS WHEN IT IS NOT!
The outcomes of a complaint or grievance may include:
■ Confirmation of the grounds for the grievance(true or false).
■ The need for disciplinary action.
If you do make a formal complaint and you are not happy with its outcome, you will be able to appeal. However, at all stages Room 97 Creative Academy will do their best to find a solution acceptable to all parties.
LEARNER COMPLAINTS/APPEAL PROCEDURE
WHAT TO DO
If you feel that you want to raise an issue you should first talk with your Assessor, or another member of Room 97 Creative Academy staff. Alternatively, you could tell your salon contact or parent/guardian.
The learner should report the problem to their Trainer/Assessor or a representative at your salon or parent (under 19) who may report it on your behalf.
If you disagree with an assessment decision made by an assessor, you have the right of appeal.
If this arises, firstly informally chat to your assessor. If you still disagree with their decision, you must ask your assessor to provide you with an appeals report form.
You must record the points of disagreement with reasons and reference to the evidence in your portfolio.
When you have completed the form you must hand it in to a relevant staff member. You can request a copy of the form before it is submitted for your reference.
There are 3 stages in the appeals procedure and each stage must be completed before proceeding to the next one. All candidates who register an appeal will receive a formal reply.
Where appropriate* the Trainer Assessor will investigate the case. If the complaint is about a qualification issue they will discuss the findings with the Internal verifier.
* If necessary a Manager from within Room 97 may investigate the complaint.
Stage 1 - ASSESSOR
The candidate appeals directly to the assessor who has carried out the assessment by completing the Candidate Appeal Report. The assessor will advise the candidate of the decision in writing within 10 working days.
Stage 2 – INTERNAL VERIFIER
If the candidate is not satisfied with the decision made in Stage 1, s/he can proceed to Stage 2 by appealing to the Internal verifier. All candidate appeals will be acknowledged and investigated to establish facts and evidence supporting the appeal. If an appeal is considered justified remedial action will be taken. The internal verifier will respond within 10 working days of receiving the candidate’s appeal.
Stage 3 – EXTERNAL VERIFIER
Candidates who have exhausted Stage 1 and Stage 2 and are still not satisfied with the decision may proceed to Stage 3. This appeal must be in writing to the Awarding Body and must be accompanied by copies of all the documentation used in Stage 1 and Stage 2.