Student Assessment:
Quality Assurance Enquiries,
Complaints and
Appeals Policy

ELV Training is a trading name of End of Life Vehicle Training Ltd.

 

Purpose

ELV Training are committed to providing an efficient and high standard of service to all. We are continually working to achieve this by ensuring our practices evidence that we are maintaining our quality assurance standards, and that these comply with relevant regulatory requirements. It is our aim to ensure that all assessment outcomes are fair, consistent, and reliable, based on the valid judgements of the tutor / assessor, using the assessment criteria defined for the qualification in question. However, occasions may arise where the client, training provider or learner, may wish to question a decision made.

ELV Training publishes this policy on the elvtraining.com website so clients, students, candidates and training providers can access up-to-date relevant policy guidance at any time.

This policy will define the relevant procedure in terms of:

1. The process that must be followed when submitting an enquiry, compliant or appeal.

2. The timescales for such an enquiry, compliant or appeal.

3. How and when a complainant will be notified of the outcome, post-investigation.

 

Policy

ELV Training will ensure that:

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• Assessments are carried out by tutor / assessors who have the appropriate qualifications, knowledge, understanding, and skills, and the assessments are valid for the subject or qualification in question.

• Assessment evidence is authentic, solely being produced by the learner in question.

• The consistency of assessment decisions covering all assessors over time.

• Appeals are heard by individuals that have the appropriate competence to make decisions in each individual case.

• Everyone has the right to appeal if they question their assessment decision.

 

ELV Training will accept the following appeals in relation to Student/Candidate Assessments:

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• Appeals against results of assessment or quality assurance.

• Appeals against a decision made relating to a reasonable adjustment or special consideration.

• Appeals against decisions relating to any action taken against a learner.

• Appeals against tutor / assessor or qualification approval decisions.

 

Stage One – Raising a complaint / appeal verbally directly with the tutor / assessor

In the first instance, we advise all learners to discuss any concerns or enquiries relating to the result of the assessment as soon as possible on the day of the training, with the tutor / assessor. If you are not satisfied with the feedback or the outcome from the tutor / assessor, then please contact us at ELV Training for further advice and refer to Stage 2 of this policy.

 

Stage Two – Raising a complaint / appeal with ELV Training

If you are unhappy with the initial response from the tutor / assessor, then you are requested to put your complaint in writing to the ELV Training Programme Manager. All learners or clients (the complainant) must submit the complaint / appeal in writing to the ELV Training Programme Manager using the email info@elvtraining.com. Alternatively, a complaint / appeal may be posted to End of Life Vehicle Training Ltd, Tracy Drive, Newton-le-Willows MERSEYSIDE WA12 8PX – This must be done within ten working days of verbally raising the complaint / appeal directly with your tutor / assessor.

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Any complaints and/or appeal must clearly state the learner’s username (assigned during enrolment) and their contact details in all correspondence. A preferred postal or email address must be provided by the complainant for all future correspondence, in order that communication and timescales between parties are evidenced.

The compliant / appeal will be dealt with by ELV Training’s Programme Manager who fulfils the Internal Quality Assurance (IQA) for all training services provided on behalf of ELV Training. The compliant / appeal will be dealt with in a timely manner and the student or client can expect to receive a response in no more than 28 days from receipt of the email/letter.

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The Programme Manager will investigate the matter, establish the facts, request written submissions from all parties involved, and adjudicate accordingly.  This process may include contacting other parties who were included within the course. ELV Training are committed to providing equal opportunity for all parties involved, to present their facts and opinions during the investigative process. Once the investigation has been concluded, the Programme Manager will reach a decision based on whether or not the appeal or complaint is valid and to be upheld. In order for a complaint or an appeal to be accepted as valid, findings that support one or more of the following statements must be evidenced:

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• Quality assurance was not upheld by either ELV Training or by the tutor / assessor.

• A decision and subsequent outcome relating to any action taken against a learner, was deemed unreasonable.

• The tutor / assessor’s behaviour or actions, fell short of the required standards.

• Assessment procedures were not adequately followed.

• Reasonable adjustments or special considerations (made known to ELV Training and / or the tutor / assessor in advance), were not properly accommodated.

 

During this investigative process, the Programme Manager reserves the right to instruct that a further re-mark or reassessment should take place, if they consider that the assessment procedures were not adequately followed. The Programme Manager will conclude his findings and inform you of their decision by writing. The complainant will receive a response, within 28 days of receipt. Please note that the decision of the Programme Manager, as Internal Quality Assurer (IQA), is final.

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Monitoring and Review

Following an appeal decision that is upheld due to a failure in part by ELV Training and / or tutor / assessor, the relevant policies and procedures shall be immediately reviewed to ensure that the failure does not reoccur. Nevertheless, this policy and the subsequent procedures will be reviewed annually as part of our overall quality assurance commitments. This ensures our policy and process remain fit for purpose, reflect the type of appeals that we may receive, and ensures our processes are managed in accordance with any regulatory requirements that apply.

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