EV Training Complaints and Appeals Policy

If the appeal is not resolved the candidate will make a written appeal to the Centre Coordinator within 7 working days of receiving the response from the IQA. 

The Centre Coordinator will consult the Assessor and also the Quality Assurer involved. 

The Centre Coordinator shall respond in writing to the candidate within 21 working days of being informed of the appeal. 

If the appeal is not resolved the candidate can pursue the appeal through the Awarding Organisation. 

Grounds for Appeal 

The following are grounds for an appeal against assessment decisions which is pursued by the appeals process, examples include but not limited to: 

• Procedural or organisational irregularities in the conduct of an assessment 

• The assessment did not follow the assessment plan for the unit or module 

• Misleading information in relation to the assessment has been given 

• Insufficient or inappropriate instructions or guidance has been provided 

• Insufficient opportunity to be able to demonstrate competence has been provided 

Complaints 

If a candidate has a complaint against any aspect of Duplex’s conduct in relation to qualification delivery or assessment should direct their complaint in writing to David Price (see the contact details at the end of this policy). 

Whistleblower 

When making an allegation it is helpful to us if you would provide as much information and supporting evidence as possible to inform and support any investigation we carry out. 

It is not essential to have clear evidence before making an allegation under this policy, but you will need to explain, as fully as you can, the nature of the allegation or circumstances that give rise to your concerns. 

We will always aim to keep the identity of the person making the allegations confidential where asked to do so, although we cannot guarantee this. We may need to disclose their identity should the allegation lead to issues that need to be taken forward by other parties such as: 

• the police, fraud prevention agencies or other law enforcement agencies (to investigate or prevent crime, including fraud)
• the courts (in connection with any court proceedings)  
• the relevant regulatory authority (e.g. Awarding Organisation, Ofqual)

To raise concern under these whistleblowing arrangements please contact David Price or email safeguarding@duplextraining.co.uk (see the contact details at the end of this policy). 

Outcomes of an Investigation 

If the investigation results in a proven case of malpractice or maladministration, we will take action against the relevant parties in accordance with our Malpractice and Maladministration Policy. 

If the allegation is not proven by the investigation, provided the whistleblower did not deliberately raise an allegation which they knew to be untrue, no action will be taken against them. 

If the allegation was made due to a genuine misunderstanding, the individual(s) (e.g. personnel, candidate) who have been the subject of the investigation will be expected to bear no malice or ill feeling towards their accuser. DBS Ltd must ensure that personnel do not mistreat the whistleblower. 

David Price 

safeguarding@duplextraining.co.uk