Final Checks Academy CIC

Complaints and Appeals Policy

1. Making a Formal Complaint

Complaints should be made as soon as possible after the event to ensure timely investigation. Complaints submitted more than three months after the event will usually not be investigated.

2. What Happens When You Make a Formal Complaint?

  • Your complaint will be taken seriously and investigated thoroughly.
  • You will receive an acknowledgment within 5 working days.
  • A final written response will be provided within 14 working days.
  • You will be given reasons for the response.
  • If your complaint is upheld, you will receive a written apology.
  • Appropriate corrective actions will be taken promptly.
  • The academy reserves the right not to investigate complaints deemed vexatious or malicious.

3. How to Make a Formal Complaint

  • Email your complaint to: danielle@final-checks.com
  • Include the facts as you see them and what resolution you seek.
  • If dissatisfied with the response, you may appeal within 10 working days by emailing danielle@final-checks.com.
  • If you lack email access, write to:
    Head of Centre
    Final Checks Academy CIC
    Yew Tree Avenue, 
  • Dagenham,  
  • RM10 7FN

4. Appeals

  • No appeal is allowed against verbal cautions, though the complaints procedure applies if students feel wrongly treated.
  • Students dissatisfied with disciplinary decisions may appeal in writing within 5 working days to the Head of Centre, stating reasons.
  • An appeal meeting will normally be held within 10 working days.
  • If upheld, disciplinary sanctions will be revoked without detriment.

5. Enquiries About Results and Assessment Appeals

  • Learners may submit enquiries about results if outcomes differ significantly from expectations.
  • Enquiries may lead to clerical checks or appeals.
  • Appeals can be submitted without prior enquiry.
  • Appeals must be submitted within 20 working days of result publication.
  • Coursework should be retained for at least 20 days post-results.
  • Centres must obtain written learner permission before appealing on their behalf and inform learners that grades may change.
  • Awarding bodies report decisions within 20 working days.
  • Dissatisfied learners may retake assessments or request independent reviews.
  • Independent review outcomes are final and communicated within 8 weeks.

6. Appeals Process

  • The centre submits a completed appeal application form with supporting documents to the awarding body within 20 days of the assessment decision or enquiry completion.
  • Incomplete applications are returned for completion, potentially delaying processing.
  • Assessments are re-marked; practical appeals involve internal quality assurance panels and possible moderation.
  • If the original decision is upheld, reasons are provided.
  • If revised, new results and certificates are issued with explanations.
  • Similar assessment results may be reviewed and recalled if affected.
  • If unsatisfied, centres/learners may request reassessment or independent review within 15 days.

7. Reassessment and Independent Review

  • Reassessment:
    • Theory exams are provided and independently marked within 8 weeks.
    • Practical assessments are conducted at the learner’s or another centre with a different examiner.
    • Quality assurance reviews grades.
    • Similar results may be recalled and reviewed.
  • Independent Review:
    • An independent panel, including a reviewer with no recent connection to the awarding body, reviews evidence and procedures.
    • The process may include discussions, information requests, and centre visits.
    • The panel’s decision is final.
  • If an appeal is upheld, awarding bodies will:
    • Issue revised results and certificates.
    • Update records.
    • Review policies and take remedial action.
    • Recall and review similar results as necessary.

8. Enquiry About Results – Candidate Consent Form

Candidate Information:

  • Candidate Number: ____________________
  • Candidate Name: ____________________
  • Qualification: ____________________
  • Unit Code: ____________________

Consent Statement:
I give consent for the head of my examination centre to make an enquiry about the result of the examination or assignment listed above. I understand the final grade may be higher, lower, or the same as originally awarded.

Learner Signature: ____________________
Learner Name (Print): ____________________
Centre Name: ____________________
Date: ____________________

For further information or assistance, please contact:

  • Danielle Everitt, Head of Centre: danielle@final-checks.com