Complaints and Appeals Policy

Introduction

A high standard of customer service is our priority. We believe that all candidates should have access to fair and reliable assessments. 

Definition of a Complaint

A complaint is a report of RCG's activities that the complainant finds unsatisfactory, but which does not directly affect an assessment or result. An example of this could be use of inappropriate language heard by a candidate causing offence. 

Definition of an Appeal

An appeal relates to allegations that RCG or its employees have not performed their duties to the required standard, resulting in the candidate: 

• Being unfairly marked 

• Having been graded incorrectly 

• Having been disadvantaged somehow. 

You can appeal: 

• Assessment results. 

• Special considerations and reasonable adjustments decisions. 

Appeals are normally lodged where the appellant considers:  

• the correct process has not been applied, or not applied consistently, fairly or properly 

• assessment conditions affected the result 

• a decision has been made by someone who does not possess the appropriate competence.  

Below are the complaints and appeals processes. 

Complaints process

Any complaints received will be dealt with promptly. 

Our complaint procedure involves: 

• Complaint submission 

• Acknowledgement of the complaint 

• Review of the complaint 

• Response to the complainant 

• Recording of the complaint. 

• Learning from the complaint. 

Submitting a complaint

Complaints about our service should be in writing and sent by email or post. To enable RCG to investigate and review your complaint, please provide as much information as possible.     

You should include: 

• A clear explanation of the nature of your query or complaint 

• Your full name and date of assessment/incident 

• Copies of any relevant supporting documentation 

Send complaints by email or post to: 

Email: contact@rcg.org.uk please note that the email must state if it is regarding a complaint within the subject heading. 

Post: RCG, Albion Wharf, 19 Albion Street, Manchester, M1 5LN. Please address to the management team. 

Acknowledgement  

In response to complaints, RCG will contact the complainant within 10 working days.     

Review  

RCG will review the information presented and investigate appropriate actions. Upon conclusion of the review RCG will act on the findings as appropriate. This may include, re-briefing of staff, no further action, disciplinary action etc. 

Response  

Within 28 days of complaint submission, RCG will contact the complainant by email or post with details of the investigations findings and any applicable preventative or corrective actions.  

Record the complaint  

RCG will keep a record of the complaint (for details see data retention policy). 

RCG Appeals Procedure may be utilised by complainants dissatisfied with the outcome of investigation. 

Learning from the complaint 

RCG will identify where any service standards, policy or processes need review and improvement. 

Appeals Process

Candidates must contact RCG as soon as possible following the assessment they wish to appeal, no later than 14 days after the assessment. Should a candidate appeal after 14 days, RCG will decide whether the appeal review will take place. 

Reviewing an Appeal: Stage 1 

RCG will acknowledge receipt of an appeal within 10 working days. In the first instance this will be reviewed by an applicable member of staff with competencies in the assessment being appealed. 

Competence is defined as possessing an appropriate combination of training, skills, experience and knowledge that enables the person to critically review appeal evidence, apply the policy and procedure, and come to an independent and defensible decision.  

Our goal is to respond to the appeal within 28 days. Review processes may take longer in some cases, delays beyond 28 days will be communicated to the appellant. 

If a candidate is unhappy with the findings in the review the appeal may progress to stage 2. 

Reviewing an Appeal: Stage 2 

If the result of the initial appeal does not conclude the matter the appeal will progress to stage 2.  

The appeal investigator will: 

• Where possible not have been involved in the initial assessment or appeal.  

• Have no conflict of interest with the candidate. 

• Have the relevant competence to decide on the appeal. 

Our goal is to respond to the appeal within 28 days. Review processes may take longer in some cases, delays beyond 28 days will be communicated to the appellant. 

Should a candidate be unhappy with the findings of stage 2 they will be informed that they can contact the Railway Safety and Standards Board (RSSB) who own the Railway Industry Standard RIS 3751 TOM. 

At the discretion of RCG we may further review appeals based on further evidence being provided upon conclusion of the previous stages.