This policy pertains to RCG End-point assessments only. RCG staff, apprentices, training providers, employers, and stakeholders are subject to this procedure. You must follow the process in this document to lodge a complaint or appeal with RCG.
A high standard of customer service is our priority. We believe that apprentices should have access to fair and reliable assessments.
A complaint is a report of RCG’s activities that the complainant finds unsatisfactory, but which does not directly affect an assessment or result. For example, results not given within the agreed timeframes.
An appeal relates to allegations that RCG or its employees have not performed their duties to the required standard, resulting in the apprentice(s):
You can appeal:
Appeals are normally lodged where the appellant considers:
Any complaints received will be dealt with promptly. Our complaint procedure involves:
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:
Send complaints by: Email to: epa@rcg.org.uk please note that the email is regarding a complaint/appeal within the subject heading.
Post to: RCG, Albion Wharf, 19 Albion Street, Manchester, M1 5LN.
Please address to the compliance manager.
In response to complaints, RCG will contact the complainant within 10 working days.
RCG will review the information presented and decide whether it is appropriate to:
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.
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: identifying where any service standards, policy or processes need review and improvement.
Identifying where any service standards, policy or processes need review and improvement.
Apprentices should discuss their appeal with their training provider and ask them to lodge the appeal. It is important for employers to agree on filing an appeal. An appeal can be filed within 28 days of being notified of the assessment decision, or other outcome e.g. malpractice decision. Apprentices should be aware that appeals are independent reviews of the assessment decisions, and as such may result in grades/results being changed. ACE360 should be used for appeals. Submit an appeal by clicking actions on the apprentice’s record. Afterwards, the system will ask for details of the appeal. Include all relevant information to allow a third party to make a decision. Full details on using ACE360 can be found in the training guide available here.
RCG will acknowledge receipt of an appeal within 10 working days. In the first instance this will be reviewed by the Compliance Manager. Appeal investigators, including the Compliance Manager, must:
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.
Decisions made by the Compliance Manager will go to RCG’s Quality Group for scrutiny to ensure the Compliance Manager’s decision is appropriate.
The Compliance Manager will write to the appellant with details of the decision to either uphold the original assessment decision or other outcome. Or to amend the original assessment decision or outcome, based on the appeals findings.
Our goal is to respond to the appeal within 28 days. Review processes may take longer in some cases. The Compliance Manager will inform the appellant concerned of the likely timeline in such cases, and reasoning behind the delay.
Apprentices, training providers, and employers may move to stage 2 if they do not accept the findings within stage 1.
If the result of stage 1 is not accepted by the apprentice, training provider, or employer, stage 2 will be initiated.
Appeals are escalated to an appeals panel (a written record of the meeting will be obtained/recorded). The panel should be undertaken within 28 days of escalation to stage 2. If this is delayed for any reason the appellant will be informed of this and the panel arranged as soon as possible.
The panel will include the Compliance Manager, the Managing Partner of Delivery, the Quality Assurance Adviser and an independent person who:
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.
The panel will review all evidence pertaining to the stage 1 appeal. Following this a decision will be made as to whether RCG made a fair, appropriate, and consistent assessment decision and if any result or outcome should be revised. The appellant will be notified within 28 days of the decision being made.
The panel’s decision is final. If the centre, training provider or learner is still unhappy with the outcome of the appeal following stage 2 of the appeals process, they are entitled to raise the matter with the relevant qualification regulator (e.g. Ofqual in England).
Findings of all appeals will be evaluated by the Compliance Manager for any lessons which may improve policies/procedures, methods of work. If an appeal identifies any failings within the assessment process of RCG this will be escalated to the Managing Partner Delivery for action to mitigate any failings and ensure no other learners are impacted and the issue does not recur. Appeal findings will be passed on to assessors within standardisation meetings and written correspondence.
Last updated 01/01/2024. The policy will be reviewed annually.
0330-133-2470
contact@rcg.org.uk
