AIM This procedure describes how complaints and appeals are processed and how the associated responsibilities are allocated.
APPEALS PROCEDURE
The appeals procedure may be used by Centres or candidates. Centres can appeal against decisions or action points made by an external verifier. Candidates may appeal where they disagree with an assessment decision, or consider the assessment process was unfair, or wish to query a written/ Gola test. It is the policy that appeals against assessment decisions will be treated both fairly and openly. MWMAC acknowledges the right of any candidate who has applied for training and or assessment to challenge the outcomes of their assessment if they consider that it has not been carried out correctly. All candidates /trainees will be made aware of the right to access the MWMAC complaints procedure in our trading terms, and at candidate induction.
COMPLAINTS PROCEDURE
Complaints may be made about any aspect of the service provided by the Centre, and its representatives, and can be made by Centres, Instructors, Assessors, or candidates. If in the view of the Centre the complaint is purely an internal matter the correspondence will be copied to the relevant parties for comment and the action taken to resolve the matter. A log of complaints is made to make sure that appropriate action is taken.
RESPONSIBILITIES FOR BOTH COMPLAINTS AND APPEALS
1. MWMAC will make all Candidates aware of their right to appeal against decisions made by Assessors. MWMAC will make the Complaints and Appeals Summary and Notification Form available to all Candidates upon Request. (Appendix 1) All complaints and appeals must be made within 10 working days of the assessment or the incident
2. MWMAC will aim to resolve all complaints and appeals in house initially in accordance with this policy. This does not preclude Candidates from taking their complaint or appeal to the awarding body if they are dissatisfied with the in house outcome. This may be via MWMAC or direct to the awarding body. In either case the Quality Assurance Officer/ Customer services officer must be contacted and will require that the complaint or appeal be confirmed in writing.
3. Only written complaints and appeals will be processed in accordance with this procedure. Copies of the awarding bodies’ appeals procedure are available from MWMAC or from the relevant web site.
4. MWMAC will log the initiation and progress of the complaints appeals on the form 11b
5. Janet Rowlands if necessary will (within 15 working days of receipt) appoint an appropriate investigating officer. The Centre is responsible for payment of the investigating Officer.
6. Janet will contact the plaintiff with the result and where necessary is responsible for negotiating resolution of complaints and appeals with the plaintiff and for signing off complaints and appeals Progress Log
If you wish to APPEAL against any decision made by the Assessor, or query a written/ verbal/ practical test result please read the summary below.
Or if you wish to MAKE A COMPLAINT about any aspect of the service provided by the Centre, and or its representatives
1. Please discuss your concerns with the Assessor or Contact Janet Rowlands at the Centre.
2. If not satisfied you can request a full copy of the MWMAC Complaints and Appeals procedures.
3. Your Complaint/Appeal must now be lodged in writing. Please complete the Complaints and Appeals Notification Form appendix 1 or 2 (please retain a copy for your own records) and return to : Janet Rowlands, Penffrydd, Trefeglwys, Caersws Powys SY17 5QT
4. The Centre is committed to processing your complaint or appeal and informing you of the outcome within a maximum of 55 working days. The actual time will depend on the nature of the complaint or appeal.
5. There may be a charge for processing a complaint or appeal by Candidates.
6. If you are still not satisfied with the outcome of your complaint or appeal you have a second line of recourse to the relevant Awarding Body. - NPTC. Lantra.Awards or CPCS
7. You may request from MWMAC or from the appropriate awarding body direct a copy of their complaints and appeals procedure.
8. As before your complaint or appeal must be in writing. If you have retained a copy of the completed Complaints and Appeals Notification Form , please send this to the address below:-
FOR NPTC
The Quality Assurance Officer
NPTC
NAC Stoneleigh
Warwickshire
CV82LG
FOR LANTRA AWARDS:
Customer Services Manager
Lantra Awards
Lantra House
NAC Kenilworth
Warsickshire CV8 2LG
FOR CITY & GUILDS
Customer Relations
City & Guilds
Giltspur Street
London
EC1A9DD
FOR CPCS:
CPCS
PO Box 114
Bircham Newton
Kings Lynn
Norfolk
PE31 6XD
DISPUTES & APPEALS PROCEDURES
Reviewed December 2008
J Rowlands
Appendix 2
COMPLAINT FORM
CENTRE Name:......................................................................................................................
CENTRE ADDRESS:............................................................................................................
Company Policies 
