- To whom at the company (designation), the person wanting to appeal should refer their issue;
- What form the appeal should be in, e.g. letter, email, etc.;
- Any time limits for lodging an appeal and the timescale for the company to respond;
- The objective and independent process the company will use to investigate and respond to the appeal
- Support or representation to support the appellant that is permitted
- How the company notifies the appellant of the outcome;
- The written records and evidence the company should keep and for how long;
- A note that any appeal can be escalated to the accreditation body and, in the case of assessment of a regulated qualification, can subsequently be escalated to the appropriate regulator.
The company should first make use of its own policy before escalating to the accreditation body. The company internal process will now be dealt with in headings arranged according to the bullet points above.
2.2.1 Stage 1: Lodging the appeal
All appeals must be emailed to: Head of Customer Service at GDP Global and include:
- Learner’s name, address and registration number (if applicable)
- Date, nature of service and decision in question and, if relevant, title and (if applicable) number of the the accreditation body programme in question
- A concise statement of the appeal and supportive reasoning
- All evidence needed for an investigator to reach a judgement
- The appellant’s name, position and signature.
2.2.2 Stage 2: Conduct of review
A reviewer who was not involved in the decision in question will be appointed by the company and he/she will consult as appropriate with all parties involved as required and necessary.
2.2.3 Stage 3: Reviewer’s findings
Following the review, the reviewer will report the findings to the Head of Training of the company. A decision will be made by the Head of Training.
2.2.4 Stage 4: Communicating the decision
The decision will be communicated to the appellant. The company will normally provide a response to the learner within 30 working days of receipt of the appeal fee. If it needs to take longer we will keep the learner informed.
- If the company finds in favour of the appellant all necessary remedial actions will be taken; for example issuing certificates and correcting records.
- The appellant shall have 15 days to confirm their agreement to the appeals outcome
- If the learner considers that the company has not followed its own published process for appeals, then the learner may escalate the appeal to the accreditation body.
2.2.5 Appealing to the accrediting body/regulator
If following the Internal Appeals procedure the appellant is unsatisfied and has exhausted all available options, she/he may appeal to the accreditation body for the qualification.
The appellant may submit any documentary support he/she considers relevant and in support of his appeal to the appeal.
Full records (all written records and evidence) relating to the appeal, investigations and actions taken to resolve the issue will be kept by GDP for five years.
To appeal to the accrediting body please request further information from GDP Global.