Norman Gentry Consulting is always interested in the views of customers about the quality of our services. We will listen carefully to any views that are put forward and where problems are identified we will take remedial action.
In order to clarify and resolve the complaint we encourage all customers to use the following procedure:
Where corrective action is possible to resolve the complaint, this will be undertaken in full agreement and co-operation with the complainant.
We will learn from the complaint and review working practices accordingly. Where this results in Norman Gentry Consulting changing the way we operate we will keep the customer informed.
All parties during the process will agree to conduct the proceedings in an open, judicious and respectful manner. This will include:
Associated with the implementation of the NVQ and Key Skills standards is the candidate's right to have access to fair and reliable assessment in which he/she plays a full part. If this access is the be meaningful the candidate must have the right to appeal against assessment decisions which are clear or seem unfair. If a candidate is unhappy with an assessment decision then they have the right to appeal.
Each candidate must be informed verbally by the assessor, of their right to appeal and how the process may be initiated.
The candidate must raise the issue with the assessor during or at the end of the assessment session. The assessor needs to reconsider the rationale underpinning the decision and provide clear feedback. If upholding the original assessment decision the candidate must be provided with details of the evidence which has not yet been provided. This should be clearly marked on the Assessment Plan Form, relevant for the particular unit.
If the candidate remains unhappy with the decision they must make a formal written statement on the Appeals Form provided by the assessor. The completed Appeals Form must be returned to the assessor or lead internal verifier within 24 hours of the assessment. The Appeals Form will be passed to the centre co-ordinator. A decision will be made and the candidate informed of the decision verbally and in writing. If the candidate remains unhappy with the decision then the matter must go for a panel decision.
Policies and Procedures
Norman Gentry Consulting fully supports the principles of equality and diversity, safeguarding young people and vulnerable adults and the right to a fair assessment. We are committed to satisfying these principles in all our activities and published material.