NVQ COMPLAINTS AND APPEALS PROCEDURE - For inclusion at Induction

If a candidate feels that an assessment decision made by their assessor is unfair, they should, initially, verbally inform their assessor at the time of the decision setting out their reasons for dissatisfaction and itemising the areas where they feel they have not been fairly assessed. The ongoing assessment, review and action plan should clearly state the areas where the assessor feels that the candidate needs to collect more evidence and a clear plan to identify how the learner should collect evidence must be identified. If the candidate is still aggrieved following the assessor’s explanation, an appeals Letter should be completed and given to the assessor in a sealed envelope marked ‘CONFIDENTIAL’ for submission to the Internal Verifier.
The assessor will verbally acknowledge receipt of the appeals letter and will submit it to the Internal Verifier with the following documentation;
∙ All evidence put forward by the candidate for the assessment under question
∙ The ongoing assessment, review and action plan. The Internal Verifier will normally make a decision within 10 working days of the assessment taking place and provide clear written feedback directly to the learner.
If the Internal Verifier cannot reach a decision on the basis of the information given, or if the candidate does not except that decision, it will be referred to the Centre Manager. If the grievance is resolved and the candidate accepts the decision no further action will be taken. A record will be forwarded to and kept by the Centre Manager. If the appeal is unresolved or if the Internal Verifier cannot agree on its resolution the matter will be dealt with by the Centre Manager. The Centre Manager will make their decision within three weeks of receiving information from the IV. She will arrange to meet the candidate, assessor and Internal Verifier concurrently and make a decision based on these interviews and the paperwork supplied to her. She will give a decision verbally to the candidate and follow this up, as soon as practicable, with a written summary. The final stage of appeal, if the learner is still aggrieved with the Centre Manager’s decision, is to refer the matter directly to CAA Quality Adviser. Details will be supplied directly to the candidate when all other avenues of appeal have been exhausted. A record of all appeals will be kept by the Centre Manager.