Sprouts Training Appeals & Complaints Procedure

This Sprouts Training document outlines the process that should be followed by candidates, tutors, assessors, IQA’s Managers, partners who are involved with training and/or qualifications offered by Sprouts Training Ltd.

All appeals and complaints should be made in writing to Sprouts Training Ltd, Webb House, 20 Bridge Road, Park Gate, SO31 7GE. Also, Sprouts Training Ltd will also give the opportunity for appeals or complaints to be made in person if required.

The appeals process is not a method of circumventing or setting aside the professional judgement of assessors on the performance of candidates. It is a way of ensuring that as far as possible all relevant circumstances affecting a student’s performance are brought to light. Therefore, taken into account BEFORE a final decision is taken. Consequently, if an appeal is successful, the decision reached will normally be in accordance with the regulations set out by the awarding organisation (Addresses below)

Sprouts Training Candidates

Candidates could complain to the centre about the following areas:

  • Information, Advice and Guidance provided by Sprouts
  • access to assessment
  • process of assessment
  • access to internal verification
  • the handling of an appeal
  • Administrative issues, e.g. failure to register/apply for certification.
Sprouts Training Assessors / Tutors

Assessors/tutors could complain to the centre about the following areas:

  • access to support and guidance
  • access to internal verification
  • administrative issues
  • Insufficient time to undertake the function.
Sprouts Training Employers / Partners

Employers could complain to the centre about the following areas:

  • Information, Advice and Guidance provided by Sprouts
  • access to assessment
  • administrative issues
  • assessment issues

Also, where an appeal/complaint is to be made, this should be lodged with the IQA/training manager.

The IQA/Training Manager will:
  • attempt to find a solution with the candidate, assessor/tutor and internal verifier, for example through another assessment or re-consideration of the evidence/work
Where this does not resolve the situation, the Training Manager will:
  • set a date for the appeal/complaint to be considered by an appeals panel
  • notify the EQA that an appeal/complaint has been lodged and give details of how it will be heard, including the composition of the appeals panel.
  • The appeals panel will meet to consider the appeal within 20 working days of the training manager receiving the appeal.
  • the appeals panel will be constituted to be objective and independent
  • the panel will ensure that it has full accounts from all parties involved in the assessment
  • no one involved in the original assessment will be on the panel

Also, appeals can be made directly to the awarding organisation (see below)

NCFE
Customer Recovery Team
NCFE Q6 Quorum Business Park
Benton Lane
Newcastle upon Tyne
NE12 8BT