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

Assessment Appeals Policy

1. Purpose

This policy explains how learners can appeal an assessment decision if they believe it is unfair, incorrect, or not in line with assessment requirements.

Key points:

• Appeals relate only to assessment outcomes, not complaints about staff or services.

• CPCAB is not involved in individual assessment appeals; these are managed entirely by the centre.

2. Definition of an Appeal

An appeal is a request to review an assessment decision, for example:

• You believe your work was marked incorrectly

• You believe assessment criteria were not applied fairly

• You believe assessment procedures were not followed correctly

Appeals are not for concerns about staff behaviour, centre facilities, or other services — these are covered under the Complaints Policy.

3. Who Can Submit an Appeal

• Any learner who has received an assessment decision may submit an appeal.

• Submitting an appeal will not affect your access to learning or support.

4. How to Submit an Appeal

Step 1: Informal Discussion (Optional)

• Speak with your assessor first — sometimes misunderstandings can be resolved quickly.

Step 2: Formal Appeal

• Appeals must be submitted in writing.

• Include:

  • Your name and learner ID

  • The assessment decision you are appealing

  • Reasons for the appeal and any supporting evidence

• Submit your appeal within [insert timeframe, e.g., 10 working days] of receiving the assessment outcome.

• Send your appeal to the info@lmcounsellingtraining.co.uk (details provided by the centre).

5. How Appeals Are Reviewed

• Your appeal will be reviewed by a qualified staff member not involved in the original assessment.

• The review considers:

  • Assessment evidence

  • Assessment criteria

  • Feedback from assessors

• You may be contacted for clarification if required.

A written outcome will be provided within [insert timeframe, e.g., 20 working days], explaining:

• The decision

• The reasons for the decision

• Any changes to the assessment outcome (if applicable)

6. Possible Outcomes

• The original assessment decision is upheld

• The assessment is reviewed or re-marked

• You are given a further assessment opportunity, if appropriate

The decision made by the internal appeals process is final.

7. Support During the Appeals Process

• You can request support from a tutor, support person, or advocate.

• Reasonable adjustments can be made to help you submit or follow up on your appeal.

• ThePossible 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.

1. Policy Statement

At LM Counselling Training,  we are committed to providing a high standard of service to all learners, staff, and external stakeholders. We recognise that, occasionally, concerns may arise and believe that feedback — including complaints — provides a valuable opportunity to improve our services.

Complaints will be taken seriously, dealt with promptly, fairly, and handled in accordance with principles of transparency, confidentiality, and non-retaliation.

2. Scope

This procedure covers complaints from:

• Learners

• Staff and tutors

• Placement providers

• Members of the public engaging with the centre

Complaints may relate to:

• Course delivery or administration

• Tutor conduct or teaching quality

• Assessment decisions (outside formal appeals)

• Discrimination, bullying, or harassment

• Centre facilities or accessibility

3. Principles

• Everyone has the right to raise a concern without fear of disadvantage

• Complaints will be acknowledged and investigated within set timescales

• Complaints will be resolved at the earliest possible stage

• Anonymous complaints may be considered depending on severity and evidence

• Complaints will be reviewed to inform ongoing quality improvement

4. Stages of the Complaints Process

Stage 1: Informal Resolution

• Where possible, raise your concern directly with the person involved or with your course tutor.

• Many issues can be resolved quickly through open and respectful dialogue.

✅ Timeframe: Within 10 working days of the incident/concern.

Stage 2: Formal Complaint

If the issue is not resolved or informal resolution is not appropriate:

• Submit a formal complaint in writing to the Centre Director

• Include: your name, date, details of the complaint, any actions already taken, and desired outcome

• You will receive an acknowledgement within 5 working days

An investigation will then be carried out by the Centre Director or a designated manager. You may be asked to provide further information or attend a meeting.

✅ Outcome: A written response within 15 working days of receipt of the complaint

Stage 3: Escalation to CPCAB

If you are not satisfied with the outcome and your course is CPCAB-accredited:

• You may submit your complaint to CPCAB directly

• You must show that you have followed the centre’s full internal procedure first

Website: www.cpcab.co.uk/learners/complaints

5. Confidentiality

All complaints will be handled confidentially and shared only with those who need to be involved. Records of complaints will be securely stored and reviewed as part of our quality assurance processes.

6. Monitoring and Review

Complaints will be logged and monitored regularly to ensure patterns are identified and used to improve the learner experience and operational standards.

This policy will be reviewed annually.

LM Counselling Training

1. Policy Statement

LM Counselling Training is committed to upholding the highest standards of integrity, fairness, and quality in the delivery and assessment of our counselling courses. We do not tolerate malpractice or maladministration in any form and will take appropriate action to investigate, address, and report any suspected incidents.

This policy outlines our responsibilities in preventing, identifying, and dealing with malpractice and maladministration in line with CPCAB regulations and quality assurance frameworks.

2. Definitions

Malpractice

Any deliberate act, neglect, default, or other practice that compromises:

• The integrity of assessment or certification

• The validity of qualifications

• The reputation of the centre or awarding body

• Learner achievement or safety

Examples include:

• Plagiarism or copying work

• Submission of false evidence

• Cheating in assessments

• Collusion between learners or tutors

• Fabrication of learner records or results

• Undue pressure placed on assessors or learners

Maladministration

Inefficient, negligent, or improper management that leads to:

• Errors in assessment, marking, or certification

• Breaches of CPCAB procedures

• Miscommunication with learners

• Inadequate learner support or monitoring

• Poor record-keeping

3. Scope

This policy applies to:

• All staff, tutors, assessors, and internal verifiers

• All enrolled learners

• Centre administrators and managers

• Placement supervisors where applicable

4. Responsibilities

Centre Responsibilities:

• Implement internal systems to detect and prevent malpractice

• Provide training and clear guidance to staff and learners

• Promptly investigate all reported concerns

• Cooperate fully with CPCAB or other awarding body investigations

• Maintain accurate records of all assessments and learner outcomes

Learner Responsibilities:

• Submit authentic work

• Follow assessment instructions and ethical standards

• Report any suspected malpractice or maladministration

Tutor/Assessor Responsibilities:

• Ensure assessment conditions are fair and consistent

• Accurately record learner achievements

• Be alert to signs of collusion, copying, or irregular behaviour

5. Procedures for Reporting and Investigating

1. Reporting

   • Suspected cases must be reported immediately to the Centre Director or Internal Quality Assurer (IQA).

   • Reports may be made anonymously or in confidence.

2. Initial Review

   • The Centre Director or IQA will conduct an internal review to assess the nature and seriousness of the issue.

3. Formal Investigation

   • Where appropriate, a formal investigation will be conducted, involving interviews, evidence gathering, and written records.

4. Notification to CPCAB

   • Serious or confirmed cases will be reported to CPCAB following their malpractice reporting procedures.

5. Outcome and Actions

   • Possible outcomes include: warning, reassessment, removal from course, staff disciplinary action, or external referral.

   • Learners or staff involved will be notified in writing of the outcome.

6. Appeals

Any individual accused of malpractice or maladministration has the right to appeal via the centre’s Appeals Procedure. Appeals must be submitted in writing within 10 working days of the decision.

7. Prevention and Monitoring

To prevent malpractice and maladministration, the centre will:

• Provide plagiarism training to learners

• Use plagiarism detection tools where appropriate

• Conduct regular internal audits of assessment processes

• Ensure transparent and consistent tutor/assessor training

8. Review

This policy will be reviewed annually and updated in line with CPCAB or other awarding body requirements.

L&M Trauma Informed Counselling Training

L&M Counselling Training

Last Updated: June 2026

1. Introduction

These Terms and Conditions apply to all students enrolling on courses, qualifications, workshops, and Continuing Professional Development (CPD) programmes delivered by L&M Counselling Training Ltd ("L&M", "we", "our", or "us").

By enrolling on a course, workshop, or training programme, you agree to be bound by these Terms and Conditions.

2. Course Enrolment

A place on a course is not confirmed until:

• A completed application or enrolment form has been received.

• Any required deposit has been paid.

• Any additional admission requirements have been met.

• L&M Counselling Training reserves the right to verify all qualifications, references and identity documents before confirming an offer of a place. Applicants may be asked to provide additional evidence where necessary.

• L&M reserves the right to refuse or withdraw an application where entry requirements are not met or where participation may not be appropriate.

3. Fees and Payments

Students are responsible for payment of all course fees.

Payment may be made either:

• In full prior to the course start date; or

• Through an agreed payment plan.

Where a payment plan is agreed, the student remains liable for the full course fee.

Failure to attend classes, withdrawal from the course, or non-completion does not remove the student's obligation to pay any outstanding fees.

4. Deposits

Deposits are non-refundable except where a course is cancelled by L&M Counselling Training.

The deposit covers registration, administration, and course preparation costs and secures the student's place on the course.

5. Missed Payments

We understand that circumstances can change, and we encourage all learners to communicate with us as early as possible should they experience any financial difficulties. Wherever appropriate, we will seek to discuss supportive and reasonable options to help maintain access to training.

• L&M may contact the student to discuss the outstanding balance.

• Access to learning materials, tutorials, or assessments may be suspended until payments are brought up to date.

• Certificates may be withheld until all fees have been paid in full.

Where reasonable attempts to resolve outstanding payments have been unsuccessful, L&M reserves the right to pursue recovery of unpaid fees through appropriate debt recovery and legal channels which includes the small claims court.

6. Student Withdrawal

Students wishing to withdraw from a course must notify L&M in writing.

Where a student withdraws after enrolment, any fees already paid are non-refundable unless otherwise agreed in writing.

Students remain responsible for any outstanding course fees due under their agreed payment arrangement.

7. Course Changes and Cancellation

L&M reserves the right to:

• Change course dates, venues, tutors, or delivery methods where necessary.

• Cancel or postpone a course where circumstances require.

Where L&M cancels a course, students will be offered either:

• A transfer to a future course; or

• A refund of fees paid.

L&M shall not be liable for any additional costs incurred by students as a result of course changes or cancellations.

8. Attendance and Participation

Students are expected to:

• Attend sessions regularly.

• Participate respectfully.

• Complete required learning activities and assessments.

• Adhere to professional and ethical standards relevant to counselling training.

Persistent non-attendance or behaviour that negatively impacts the learning environment may result in removal from the course.

9. Confidentiality

Students are expected to maintain appropriate confidentiality regarding personal information shared by fellow learners, tutors, placement providers, and clients.

Confidentiality may only be breached where there is a legal, ethical, or safeguarding obligation to do so.

10. Intellectual Property

Course materials, handouts, presentations, resources, and learning content remain the intellectual property of L&M Counselling Training unless otherwise stated.

Materials must not be reproduced, distributed, recorded, or shared without written permission.

11. Data Protection

Personal information will be processed in accordance with our Privacy Notice and applicable UK data protection legislation.

12. Complaints

Students who wish to raise a concern or complaint should refer to the L&M Counselling Training Complaints Procedure available on our website.

13. Limitation of Liability

L&M will take reasonable steps to deliver training to a professional standard.

Nothing within these Terms and Conditions excludes liability where such exclusion would be unlawful.

14. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any disputes arising in connection with these Terms and Conditions shall be subject to the jurisdiction of the courts of England and Wales.

Contact

L&M Counselling Training Ltd

Email: info@lmcounsellingtraining.co.uk

Website: www.lmcounsellingtraining.co.uk