1. Purpose

LM Counselling Training is committed to providing a safe, respectful, and supportive learning environment. This policy explains how learners and others can raise a complaint if they are dissatisfied with any aspect of the centre’s service, delivery, or conduct.

2. What Is a Complaint?

A complaint is an expression of dissatisfaction about:

• Teaching or learning experience

• Tutor or staff conduct

• Course delivery, resources, or administration

• Learning environment or support arrangements

This policy does not cover appeals against assessment decisions (see Appeals Policy).

3. Principles

All complaints will be:

• Taken seriously and handled fairly

• Managed confidentially and respectfully

• Investigated without bias

• Resolved as promptly as possible

Learners will not be disadvantaged for raising a complaint in good faith.

4. Complaints Procedure – Clearly Defined Steps

Step 1 – Informal Resolution

• The learner is encouraged to speak directly with the tutor or relevant staff member.

• This should normally happen within 10 working days of the issue arising.

• Many concerns can be resolved quickly at this stage.

Outcome:

• Resolution agreed and noted where appropriate.

Step 2 – Formal Written Complaint

If the issue is not resolved informally:

• The learner submits a written complaint to the Centre Manager or Lead IQA.

• The complaint should include:

  • Details of the concern

  • Dates and relevant evidence

  • The outcome being sought

Timescales:

• Acknowledgement within 5 working days

• Written response within 15 working days

Outcome:

• Findings and any actions communicated in writing.

Step 3 – Internal Review

If the learner remains dissatisfied:

• A request for an internal review must be made within 10 working days of the Step 2 outcome.

• The review will be conducted by a senior person not previously involved.

Outcome:

• Final internal decision issued in writing.

Step 4 – External Escalation

If the complaint relates to assessment standards, centre compliance, or quality assurance and all internal steps have been completed, the learner may escalate the matter to CPCAB in line with CPCAB procedures.

5. Confidentiality and Records

• All complaints are handled confidentially

• Records are stored securely as part of the centre’s IQA evidence

• Information is shared only on a need-to-know basis

6. Review of Policy

This policy is reviewed annually and updated in line with CPCAB requirements.

1. Purpose

This policy explains how learners can formally appeal an assessment decision if they believe it is incorrect or unfair. It ensures that assessment decisions are consistent, transparent, and in line with CPCAB standards.

2. What Is an Appeal?

An appeal is a request for a review of an assessment decision, where the learner believes:

• Assessment criteria were not applied correctly

• CPCAB procedures were not followed

• The decision was inconsistent or unfair

Appeals must relate to process and assessment decisions, not dissatisfaction with feedback alone.

3. Principles

All appeals will be:

• Considered fairly and objectively

• Reviewed by staff not involved in the original assessment

• Managed in line with CPCAB assessment regulations

• Documented clearly

4. Appeals Procedure – Clearly Defined Steps

Step 1 – Review Feedback with Tutor

• The learner discusses the assessment decision with the tutor/assessor.

• Feedback is clarified and reviewed against CPCAB assessment criteria.

Outcome:

• Decision explained or amended if an error is identified.

Step 2 – Formal Written Appeal

If the learner remains dissatisfied:

• A formal written appeal is submitted to the Lead IQA / Internal Verifier.

• The appeal must include:

  • The assessment decision being appealed

  • Clear grounds for appeal

  • Supporting evidence

Timescale:

• Appeals should normally be submitted within 10 working days of receiving the assessment decision.

Step 3 – Internal Review of Assessment

• The assessment decision is reviewed for:

  • Correct application of criteria

  • Consistency with CPCAB standards

  • Adherence to assessment procedures

Possible outcomes:

• Original decision upheld

• Work referred for reassessment

• Further internal moderation required

A written outcome is provided to the learner.

Step 4 – Final Internal Decision

• The learner receives a final internal decision in writing.

• The learner is informed of their right to escalate to CPCAB if appropriate.

Step 5 – External Escalation (CPCAB)

If all internal stages are completed and the appeal concerns assessment standards or centre compliance, the learner may refer the matter to CPCAB under their published appeals procedures.

5. Confidentiality and Records

• All appeal records are stored securely

• Documentation forms part of the centre’s IQA and EV evidence

• Access is restricted to authorised staff

6. Review of Policy

This Appeals Policy is reviewed annually as part of the centre’s Internal Quality Assurance process.