TrainingStation Appeals and Complaints policies and procedures
Where learners are unhappy with an assessment decision, they are entitled to appeal against that decision. TrainingStation has an appeals procedure and details are provided to learners within their enrolment Induction, these details are also available on iLearner our e-portfolio which they are asked to read, digest and sign to acknowledge they are aware of and understand the procedure. This is also discussed at every Review meeting. If a learner wishes to appeal against either an assessment or verification decision, the Learner Appeal Procedure will be adhered to.
If an assessor and internal verifier are unsure about any assessment decision, the lead IV of the funding provider must be consulted. Where an assessor wishes to formally appeal a decision by the internal verifier, the funding provider will be contacted and will make the final judgment.
As a learner at TrainingStation you have the right to appeal against an assessment decision made by your Tutor/assessor, if you feel the assessment was not carried out properly.
Learner may appeal on a variety of grounds, such as:
The conduct of the assessment
The suitability of the evidence shown when set against the national standards and evidence requirements
The suitability of the opportunities offered in order to demonstrate competence fully
The outcomes of the appeal may be:
Confirmation of the original decision
A decision that the competence be re-assessed by a different assessor
That the evidence was a suitable demonstration of competence and a recommendation that the assessment be reconsidered
Making an appeal
Where the learner disagrees with the outcome you will be required to inform Andrea Fielding as lead IQA.
The learner must submit their appeal in writing using the learner assessment appeals form within 14 days of the assessment decision, this must be emailed to firstname.lastname@example.org, and details of the appeals procedure are outlined in the learner induction.
What happens next?
The IQA will set an agreed date for the appeal to be considered, no one involved in the original assessment will be involved at this stage. The Quality team will be contacted and informed of the appeal.
Receipt of the appeals form will be acknowledged in writing or email, the external verifier for TrainingStation will also be informed that an appeal has been lodged; they will be given details of how it will be considered and by which members of the quality team.
The internal quality assurer will attempt to find a solution with the candidate and the assessor, e.g. through another assessment or re-consideration of the evidence
The Quality Team will meet to consider the appeal within 14 working days of receiving the assessment appeal. The team will consider the evidence and meet with the candidate and assessor separately. They will inform the learner, assessor and external verifier of the outcome verbally and in writing within seven working days.
If the learner is not satisfied with the result of the appeal or with its procedures, they can complain to the external verifier or awarding body.
All appeals records will be maintained and reviewed to ensure actions have been put in place to prevent reoccurrence of the complaint.
End Point Assessment
Where a learner has entered through the gateway and is raising an appeal against the EPA decision then the following must be followed:
The EPA service will ensure that all assessments are fair, consistent and based on valid judgment. If a learner would like more information on the reasons why a specific grade was given, TrainingStation can request feedback on their behalf.
Where a learner is not happy with the results of their EPA, TrainingStation can make an enquiry about the results on their behalf. This means that an EPAO who has had no prior involvement with the EPA will review the original EPAO’s assessment decisions and correct any errors that are identified.
Further details regarding the appeals process for EPA should be found on ICQ’s website.
TrainingStation welcomes the opportunity to resolve issues with any aspects of the business and programmes of learning we deliver. This is an integral part of our aim to meet the needs of all learners. Where a problem or difficulty cannot be resolved by TrainingStation staff, the formal complaints procedure should be referred to.
Where a learner is dissatisfied with the service that they have received whilst working towards their apprenticeship framework, standard, qualification, then there is a formal complaints procedure that can be followed.
This should not be confused with the appeals procedure which is for an appeal against an assessment decision made by an assessor.
Informal complaints should in the first instance be raised with your tutor or employer, it is usual that a resolution can be found through informal discussion, review or meeting with both parties.
Should a solution not be found or you are not happy with the outcome, this can be escalated to TrainingStation Director Andrea Fielding, email@example.com.
How to get in touch if you are not happy
If you are an applicant, learner or employer and you are not satisfied with the service you have been provided or you wish to make a complaint, you can get in touch with us in the following ways:
By email: email details of your complaint/concern to:
By phone: on 07927474913
By letter: by writing to The Directors, TrainingStation, 218 Gisburn Road, Barrowford, Lancashire.
You will need to include your full name, a contact telephone number and email address.
TrainingStation aims to resolve complaints as soon as is reasonably practicable for all parties. You can expect a written response to your complaint within 7 - 10 working days.
1. Raise your issue or concern by emailing details of the complaint to firstname.lastname@example.org.
A complaint received by phone or letter will also be logged internally on our system.
2. We will acknowledge your complaint within one working day. We will aim to rectify the problem straight away wherever possible. When we need more time, we will let you know what action we plan to take and when we will get back to you with an update.
3. We will aim resolve your complaint and come back to you with a response within 7 - 10 working days of receipt of the complaint.
4. If you are not satisfied with what we have done or our response to your complaint, then let us know and we will escalate this to the Directors. We will confirm the date on which the complaint was escalated to the next stage. The Directors will review the complaint, complete any further investigation required and provide a response within 5 working days.
5. If our endeavors do not meet with your expectations you have the opportunity to escalate your complaint further to the Education and Skills Funding Agency (ESFA) via the address provided below:
The Complaints Team, Education and Skills Funding Agency, Cheylesmore House, Quinton Road, Coventry CV1 2WT.
Full details of the ESFA complaint procedure can be found on the link below:
Please note that the ESFA will only deal with a complaint once the training provider’s own complaints procedure has been exhausted.
Any party may at any time, contact the National Apprenticeship Helpline regarding apprenticeship concerns, complaints or enquiries:
Telephone: 0800 015 0400
All complaints are taken seriously and handled in a sensitive way. All complainants will be treated fairly and in accordance with our equal opportunities policy.
We will maintain records of all complaints received and report these to the Internal Quality Assurance staff, so that we can use the information to improve our services where required. We will close a complaint once all of the steps in our procedure have been followed and we can reasonably do no more.
We will maintain records relating to the complaint for a period of up to 12 months, to ensure that these are available should the complaint be escalated to the Education and Skills Funding Agency (ESFA).