Complaints & Appeals Policy
NGK Academy is operated by Qing Consulting Limited (trading as Our Virtual Academy) and uses the terms ‘NGK’, ‘NTK’ and ‘NGK Academy’ with the permission of NGK Spark Plugs (UK) Limited.
1. COMPLAINTS & APPEALS POLICY
1.1 Welcome to Qing Consulting Limited’s Complaints & Appeals Policy.
CONTENTS
• PURPOSE
• SCOPE
• RESPONSIBILITIES
• PROCEDURE
• GROUNDS FOR APPEAL
• COMPLAINTS
• WHISTLEBLOWER
• POLICY REVIEW
2. PURPOSE
To describe the process by which learners can appeal against an assessment decision and obtain an accurate and fair assessment of their work or competences, if necessary, through the intervention of an appropriate third party.
3. SCOPE
This procedure shall apply when any learner feels assessment has been carried out unfairly and wishes to appeal.
4. RESPONSIBILITIES
It is the responsibility of Qing Consulting Limited for ensuring that all candidates are informed of this procedure. This is supplied in the Resources area of the website and is embedded into the website terms and conditions which all learners need to accept before gaining access to the site. There is also a reminder of its existence on the site prior to when the end test is to be taken.
5. PROCEDURE
5.1 The candidate concerned will notify Customer Service (+44(0)20 3286 2228 or email appeals@ourvirtualacademy.com) of an appeal within 5 working days of receiving the assessment decision.
5.2 Customer service will respond to the candidate within 5 working days.
5.3 If the appeal is not resolved the candidate will make a written or email appeal to the Centre Coordinator at centrecoordinator@ourvirtualacademy.com within 5 working days of receiving the response from the customer service team.
5.4 The Centre Coordinator will consult the Customer Service team and any other relevant parties (employers for example) deemed relevant.
5.5 The assessment decision will be internally quality assured to determine the validity of the appeal.
5.6 The Centre Coordinator shall respond by email to the candidate within 5 working days of being informed of the appeal.
5.7 If the appeal is not resolved the candidate can pursue the appeal through the IMI.
6. GROUNDS FOR APPEAL
6.1 The following are grounds for an appeal against assessment decisions which is pursued by the appeals process, examples include but are not limited to:
6.1.1 Procedural or organisational irregularities in the conduct of an assessment
6.1.2 The assessment did not follow the assessment plan for the unit or module
6.1.3 Misleading information in relation to the assessment has been given
6.1.4 Insufficient or inappropriate instructions or guidance has been provided
6.1.5 Insufficient opportunity to be able to demonstrate competence has been provided
7. COMPLAINTS
If a candidate has a complaint against any aspect of Qing Consulting Limited conduct in relation to qualification delivery or assessment should direct their complaint in writing to CentreCoordinator@OurVirtualAcademy.com.
8. WHISTLEBLOWER
8.1 When making an allegation it is helpful to us if you would provide as much information and supporting evidence as possible to inform and support any investigation we carry out.
8.2 It is not essential to have clear evidence before making an allegation under this policy, but you will need to explain, as fully as you can, the nature of the allegation or circumstances that give rise to your concerns.
8.3 We will always aim to keep the identity of the person making the allegations confidential where asked to do so, although we cannot guarantee this. We may need to disclose their identity should the allegation lead to issues that need to be taken forward by other parties such as:
8.3.1 the police, fraud prevention agencies or other law enforcement agencies (to investigate or prevent crime, including fraud)
8.3.2 the courts (in connection with any court proceedings)
8.3.3 the relevant regulatory authority (e.g. Awarding Organisation, Ofqual)
8.4 To raise a concern under these whistleblowing arrangements please contact CentreCoordinator@OurVirtualAcademy.com.
9. OUTCOMES OF AN INVESTIGATION
9.1 If the investigation results in a proven case of malpractice or maladministration, we will take action against the relevant parties in accordance with our Malpractice and Maladministration Policy.
9.2 If the allegation is not proven by the investigation, provided the whistle-blower did not deliberately raise an allegation which they knew to be untrue, no action will be taken against them.
9.3 If the allegation was made due to a genuine misunderstanding, the individual(s) (e.g. centre personnel, candidate) who have been the subject of the investigation will be expected to bear no malice or ill feeling towards their accuser. The Head of Centre must ensure that centre personnel do not mistreat the whistle-blower.
Centre Coordinator
Qing Consulting Limited
Unit 1 Henley Farm
Acton Scott
Church Stretton
Shropshire
SY6 6RS
10. POLICY REVIEW
10.1 Qing Consulting Limited review their policies and procedures on an annual basis and the next review is scheduled for:
10.1.1 8th March 2023