APPEALS POLICY

Introduction

Close Protection Academy Ltd. provides a high-quality training solution. However, we recognise that problems, disagreements, and disputes can occur. To ensure that these events are resolved promptly Close Protection Academy Ltd. have the following appeals policy in place.

All learners will be made aware of the Close Protection Academy Ltd. appeals procedure at the start of their course or qualification.

Procedure

All appeals shall be submitted in writing to Close Protection Academy Ltd. within 30 days of the occurrence which prompts the appeal.

Close Protection Academy Ltd. will acknowledge receipt of the appeal within 5 working days. The usual appeal process within the Close Protection Academy Ltd., will follow. Firstly, you should raise your appeal with your trainer/assessor, if not resolved:

Escalation to Training Consultant

Please provide your appeal and include:

·       A full description of your appeal (including the subject matter and dates and times if known)

·       The names of any of the people you have dealt with so far

We aim to respond to your appeal within 30 days, however if your appeal is more complex, or involves people who are not available at the time, we may extend this to 60 days. If you are not happy with the resolution, you can escalate this to the Head of Quality & Compliance.

Escalation to Head of Quality & Compliance

The Head of Quality & Compliance will then investigate into the circumstances of the appeal. The Appellant shall be notified in writing as to the outcome of that investigation within 15 working days from the date of escalation.

A detailed record of the investigation will be maintained by the centre as this will be monitored through the centre’s own self-assessment process and Highfield Awarding Body for Compliance’s External Quality Assurance Process.

Escalation to Highfield Awarding Body for Compliance

No more than 4 weeks from the date of the notification of the outcome of the investigation into the initial appeal shall pass before matters are escalated to Highfield Awarding Body for Compliance, if required.

Escalation to Ofqual

If you are not satisfied with the outcome of the internal (Close Protection Academy Ltd.) and external (Highfield Awarding Body for Compliance) investigations, then you may escalate your complaint to Ofqual, however only once the above process has been completed.

This policy was approved by: Nicholas Player and Jillian Robertson, 01/03/2025

Review Due 28/02/2026