Introduction

Close Protection Academy Ltd. provides a high-quality training solution. However, we recognise that problems, disagreements, and disputes can occur. To ensure that these events are resolved promptly Close Protection Academy Ltd. have the following appeals policy in place.

 

All learners will be made aware of the Close Protection Academy Ltd. appeals procedure at the start of their course or qualification.

 

Procedure

Informal resolution

1.     Discuss with tutor / instructor

Before formally submitting an appeal, learners are encouraged to first seek an informal resolution by discussing the issue directly with the relevant instructor, trainer, or staff member involved. In many cases, concerns can be resolved through open communication and clarification. Learners must do this within 5 working days of course completion.

 

If the issue remains unresolved after informal discussions, the learner can proceed with a formal appeal.

 

Formal resolution

2.     Escalation to Centre Manager

• If the matter cannot be resolved with the instructor, the learner may escalate the appeal to the Centre Manager. The appeal must be submitted in writing within 10 working days of course completion and should include:
• The learner's full name, course details, and contact information.
• A description of the issue and the decision being appealed.
• A summary of the discussion with the instructor (if applicable).
• Any supporting documents or evidence to substantiate the appeal.
• The Centre Manager will review the appeal, and may:
• Meet with the learner to discuss the issue further.
• Gather additional information from the instructor or other relevant parties.
• Provide a response to the learner within 14 working days, detailing the decision.
• If the learner is not satisfied with the Centre Manager’s response, they may escalate the appeal to the Internal Quality Assurer (IQA) or External Quality Assurer (EQA).

 

3.     Escalation to Internal Quality Assessor / External Quality Assessor

The learner must submit the appeal in writing to the IQA/EQA within 10   working days of receiving the Centre Manager’s response. The appeal should include:

• A clear explanation of why the learner believes the decision was unfair or incorrect.
• All relevant supporting documentation, including prior communications and responses.
• Any additional evidence that may support the learner’s case.

The IQA/EQA will:

• Review the case impartially and ensure that all academy policies and procedures were followed correctly.
• If necessary, the IQA/EQA may conduct further investigations or re-assessments.
• Provide a written response to the learner within 14  working days.
• In the event that the learner is still dissatisfied with the decision from the Internal Quality Assurer (IQA) or External Quality Assurer (EQA), they can appeal to Highfield Awarding Body for Compliance

 

4.     Escalation to Highfield Awarding Body for Compliance

If the issue remains unresolved after internal steps at Close Protection Academy, learners can escalate their appeal to Highfield Awarding Body for Compliance. The formal appeal to Highfield must be submitted in writing within 14 working days of receiving the Centre Manager’s response or IQA/EQA response as appropriate. (https://www.highfieldqualifications.com)

5.     Escalation to Ofqual

If you are not satisfied with the outcome of the internal (Close Protection Academy Ltd.) and external (Highfield Awarding Body for Compliance) investigations, then you may escalate your complaint to Ofqual, however only once the above process has been completed. Ofqual decision will be final and binding.

 

Outcome of Appeal

The possible outcomes of an appeal include:

• Appeal Upheld: The appeal is accepted, and the learner’s results, feedback, or certification may be revised accordingly.
• Appeal Rejected: The appeal is not upheld, and the original decision remains in place.
• Alternative Resolution: We may propose a different course of action, such as an additional assessment or support for the learner.

 

 

This policy was approved by: Nicholas Player & Jillian Robertson, 01/06/2025

 

Review Due 31/05/2026