Appeals, Enquiries, and Complaints Policy for Learners

Alliance Academy provides a fair and transparent process for learner appeals, enquiries, and complaints, ensuring all concerns are handled promptly and professionally.

1. Purpose and Scope

Alliance Academy is committed to providing a fair and transparent process for handling appeals, enquiries, and complaints from learners. This policy applies to all learners enrolled in our training courses and covers concerns related to assessment decisions, course delivery, and general academy operations.

 2. Definitions

• Appeal: A formal request by a learner to review an assessment decision.
• Enquiry: A request for clarification or further information about an assessment outcome or training process.
• Complaint: A formal expression of dissatisfaction with any aspect of the academyʼs services, including course content, assessment, facilities, or staff conduct.

3. Appeals Process

Learners have the right to appeal against assessment decisions if they believe the decision was unfair or incorrect. Appeals must be submitted in writing within 10 working days of receiving the assessment result.

Steps to appeal

1. Stage 1 - Informal Resolution: The learner discusses the issue with the assessor to seek clarification.
2. Stage 2 - Formal Appeal: If unresolved, the learner submits a written appeal to the Academy Coordinator.
3. Stage 3 - Independent Review: If still dissatisfied, the appeal is escalated to an independent internal reviewer who will assess the case and provide a final decision within 15 working days.
4. Stage 4 - External Appeal: If the learner remains dissatisfied, they may escalate their appeal to Qualsafe Awards or the relevant regulatory body. 

4. Enquiries Process

Learners may submit an enquiry regarding an assessment decision or training related issue at any time. Enquiries should be directed to the course instructor or Academy Coordinator, who will provide a response within 5 working days.

5. Complaints Process 

If a learner is dissatisfied with any aspect of their experience at Alliance Academy, they may submit a complaint following these steps:

1. Stage 1 - Informal Resolution: The learner discusses their concerns with the relevant staff member.
2. Stage 2 - Formal Complaint: If unresolved, the learner submits a written complaint to the Academy Coordinator within 15 working days of the issue occurring.
3. Stage 3 - Internal Investigation: The Academy Coordinator reviews the complaint and responds within 10 working days.
4. Stage 4 - Escalation: If dissatisfied with the response, the learner may escalate the complaint to the Managing Director, who will provide a final decision within 15 working days.
5. Stage 5 - External Review: If the learner is still not satisfied, they may take their complaint to Qualsafe Awards or an external regulatory body.

6. Confidentiality and Fair Treatment

All appeals, enquiries, and complaints will be handled confidentially, and learners will not face discrimination or retaliation for raising concerns. Alliance Academy is committed to ensuring that all issues are resolved fairly, transparently, and in a timely manner.

7. Contact Information

For appeals, enquiries, and complaints, learners may contact:

Email: appeals@allianceacademy.co.uk

Phone: 0333 577 9993

Address: Alliance Academy - Appeals, 11 Colquhoun Avenue, Hillington Park, Glasgow, G52 4BN

Policy Review

This policy will be reviewed annually to ensure compliance with regulatory requirements and continuous improvement in our learner support processes.