Enquiries and Appeals Policy

1. Introduction

This policy is aimed at our learners who are under taking any of our online delivered or face-to-face qualifications.

It sets out the steps that you need to follow when submitting an enquiry or an appeal to us, about results and the steps we follow when responding to enquires and appeals.

It is also used by our staff to ensure that enquires and appeals are dealt with in a consistent and timely manner.

2. Areas Covered by the Policy

This policy covers:

1. Enquires
2. Appeals

Enquires are usually requests for further explanation or informationin regard to the following:

3. An assessment result / decision
4. Una Volta qualifications delivered by a centre
5. Registrations and certificates
6. EAL products and publications
7. Una Volta / Learning Lounge products and publications

3. Process for Raising an Enquiry

Learners should submit his or her enquiry to Una Volta at the email or postal address at the end of this policy​. ​Alternatively, you can phone us directly on 01634 714009

4. How Una Volta will deal with 'enquires'

It is the aim of Una Volta to respond to all enquiries within 48 hours.If the enquiry relates to assessment results or accreditation of prior learning we will aim to respond fully within 20 working days of receipt of the enquiry.

If we are unable to respond within 48 hours, Una Volta will provide you with an estimated response date via email.

Please note that in reporting on our findings we are not obliged to disclose information as to do so would be a breach of confidentiality and / or any other legal duty​.

In a situation where some enquiries may result in an appeal, we will inform the learner of this and will request that an appeal is submitted.

5. What is an Appeal?

8. Appeals from learners in relation to late registration/certification requests(e.g. 10 week rule)
9. Appeals from learner centres in relation to an assessment result
10. Appeals from learners relating to an Una Volta decision regarding accreditation of prior learning
11. Appeals from learners relating to a decision made by Una Volta following an investigation into a complaint.

6. Process for Raising an Appeal

Learners have four (4) weeks from the date that they are notified of the decision they are appealing against in which to lodge an appeal against our decision – this includes assessment results, where applicable.

When you submit your appeal, please provide us with the following information:

12. Your name
13. Your candidate number
14. The date and location of your guided learning event
15. Your email address
16. Daytime telephone contact
17. A full description of your appeal
18. Supporting documentation relevant to the appeal
19. Any informal steps that have been taken to date to resolve the issue

7. Appeal Review

Upon receipt of all appeals, our ‘Enquiries team’ will acknowledge receipt of the appeal within 48 hours and aim to respond fully to the initial review of the potential appeal within 20 days.

Please note that in some cases the review processes may take longer; forexample, if the required evidence is not provided. In such instances,we'll contact all parties concerned to inform them of the revised timescale.

The first stage will be for us to under take an initial,informal assessment of the potential appeal to ensure the application is complete and to ascertain if the issue can be resolved before it goes to a formal appeal. In all instances we will ensure that the person carrying out this initial check will not have a personal interest in the decision being appealed.

Following the initial review of the potential appeal,we will write to the appellant with details of our decision to either:

20. Amend our original decision in light of the new rationale / evidence being put forward and which has now been reviewed.
21. Confirm we stand by our original decision and in doing so the rationale for this decision and request that youc onfirm, within 15 days,whether you now accept this decision or if wish to formally proceed to our form alappeals process which will be carried out by an independent party.
22. Authorise / deny the appeal for late ​r​egistration / certification / 10 week rule.

8. What if I am not Happy with the Result of my Appeal?

If you are not happy with the outcome of your appeal, you must indicate this in writing to Una Volta, at the address at the end of this policy stating​:

23. Your name
24. Your candidate number
25. The date and location of your guided learning event
26. Your email address
27. Daytime telephone contact
28. The reason why you are appealing against the decision
29. Supporting documentation relevant to the appeal

Una Volta will then raise an appeal with the Awarding Organisation through their appeals procedure within seven (7) working days​.

9. What Happens if my Appeal is Upheld?

In situations where an appeal has been successful, or where an investigation following notification from the regulator indicates a failure in our processes, Una Volta will give due consideration to the outcome and will, as appropriate, take actions such as:

1. Amend the profile record of the centre concerned
2. Identify any other learners who have been affected and amend the results for the learner(s) affected following an appropriate investigation
3. Corrector, where it cannot be corrected, mitigate as far as possible the effect of the failure review our associated processes and policies to ensure that the 'failure' does not occur again or mitigate the situation as far as possible if the failure that occurred cannot be corrected

We will also cooperate with any follow-up investigations required by City and Guilds / EAL and if appropriate agree any remedial action with them​

10. Review Arrangements

We will review this policy and its associated procedures annually as part of our self - evaluation arrangements and revise it as and when necessary .It will also be reviewed on City and Guilds / EAL monitoring inspections.

Contact Us

If you have any queries about the contents of this policy, make an enquiry or an appeal, please do so by contacting:

Una Volta Ltd, L4 Temple Court, Knights Park, Strood, Kent ME2 2LS