Aimez-vous Academy

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Appeals and Complaints Procedure

1. Introduction

Aimez-vous Academy is committed to providing a high-quality learning experience and fostering positive relationships with all learners, staff, and stakeholders. We take all complaints and appeals seriously and aim to resolve them fairly, transparently, and in a timely manner.

2. Purpose

This procedure outlines how learners and stakeholders can:

  • Raise concerns or complaints about services, teaching, or treatment
  • Appeal decisions regarding assessments, internal quality assurance, or disciplinary action

3. Scope

This procedure applies to:

  • All enrolled learners
  • Parents/guardians (if applicable)
  • Employers and other stakeholders associated with learner training

4. Definitions

Complaint: An expression of dissatisfaction about the Academy’s services or conduct.

Appeal: A request for a review of a decision made about academic performance, assessment outcomes, or disciplinary action.

5. Informal Resolution

In the first instance, complaints and concerns should be raised informally with the relevant tutor or staff member. Many issues can be resolved quickly through informal discussion.

6. Formal Complaints Procedure

Step 1: Submit a written complaint to the Centre Manager within 10 working days of the issue.

Step 2: The Centre Manager will acknowledge receipt within 3 working days and investigate the issue.

Step 3: A formal response will be provided in writing within 15 working days.

Step 4: If the complainant is not satisfied, they may escalate to the Director/Principal for further review.

7. Appeals Procedure (Assessment/Academic Decisions)

Stage 1 – Internal Review:

  • Submit an appeal in writing to the Assessor or IQA within 10 working days of receiving the assessment result.
  • The appeal will be reviewed by a different Assessor or IQA.
  • A written outcome will be issued within 15 working days.

Stage 2 – Senior Review:

  • If unsatisfied, the learner may escalate the appeal to the Academy Director within 5 working days of Stage 1 response.
  • The decision of the Academy Director is final within the centre.

Stage 3 – External Appeal:

Learners may escalate the appeal to Nqual (the awarding body) following completion of the internal process. Instructions for this are available on request.

8. Record Keeping

All complaints and appeals are recorded securely and monitored to identify trends and improve service delivery. Records are retained in accordance with our Data Protection and Retention Policies.

9. Confidentiality

All complaints and appeals are treated confidentially and in line with data protection laws. Information is shared only with those directly involved in the investigation.

10. Monitoring and Review

This procedure is reviewed annually and updated as necessary to reflect best practice and regulatory requirements.