Safe Hands First Aid Training Ltd

Policy & Procedures for Internal Assessment Appeals


This document sets out our practices with respect to internal assessment decisions, enquiries about results and appeals.

We hope that learners and other persons using our services will have no cause to complain about, query or challenge the results which they receive; but nonetheless, we will act fairly, courteously, legally and without bias or prejudice in all such matters. Those who choose to submit an enquiry about a result or lodge an appeal, will not be disadvantaged in any way by so doing.

Learners have the right to appeal against the results of internal assessments if they feel they have been treated unfairly during any aspect of the assessment or quality assurance process or, if they disagree with the outcome of any results enquiry or internal verification decision.

Learners will be directed to the Centre’s appeals procedures during course induction and course joining instructions will signpost learners to all relevant policies on our website which can be viewed prior to their training course.

Victoria O’Neill Director


The following people are eligible to lodge an enquiry, complaint or appeal concerning assessment results or internal verification decisions:

  • the learner;
  • where the learner is under the age of 18, the parent / carer of a learner;
  • where the learner is unable to lodge an enquiry, complaint or appeal themselves due to adisability or learning difficulty, a representative of the learner;
  • an employer of the learner (if they have a vested interest in the result);
  • centre staff

a member of the Awarding Body (QA).

Enquiries about results, complaints and appeals should be made within 28 days of the event referred to. Normally, it will not be possible to investigate satisfactorily, matters which took place more than 28 days before the date of correspondence. However, in the interests of good customer service, every effort will be made to do so wherever possible.

Stages of Internal Assessment Appeals

Stage 1 – Informal Appeal

If you disagree with an assessment decision, you are entitled to appeal and should contact your assessor within 7 days of receiving your result. Any such appeal will be logged and the IQA informed at this stage. The assessor will respond within 7 days.

Stage 2 – Informal Appeal

If you are still unhappy about a result or assessment decision, you should contact the Internal Quality Assurer (IQA) within 7 working days of the Assessor’s response. The IQA will respond within 28 days of receipt of the Stage 2 appeal.

Gail Corr

Internal Quality Assurer
Safe Hands First Aid Training Ltd 6 Craigs Way

01324 710 124

Stage 3 – Formal Appeal

If you are still dissatisfied and feel you have grounds for an appeal, you can register a formal appeal with Qualsafe Awards. An appeal should not normally be lodged until stages 1 and 2 have been exhausted.

You can do this by completing an Appeals Form (available on the QA website) and by emailing this A fee of £100 will be payable before any appeal will be accepted.

You must include all relevant information, including your reasons for the appeal and all supporting evidence, and this must be done within 20 working days from receipt of the Centre appeal decision or other situation giving rise to the appeal. Any appeal received more than 20 working days after the Centre appeal decision was issued will be rejected.

If you have difficulty in making your appeal in writing for any reason, you may invite a third party to act on your behalf or alternatively request a face to face meeting with the Head of Centre who can record your concerns at the time of discussion.

Safe Hands First Aid Training Ltd will endeavour to resolve all informal appeals without progression to the formal appeals procedure; however, where progression to formal appeal becomes necessary, all appeals will be investigated fully, and a formal written response provided.

Grounds for appeal

You have grounds for appeal if you allege, contend, or can provide evidence that:

  • there have been procedural or professional irregularities, bias, prejudice or lack of professional standards on the part of an Assessor, Internal Verifier or anyone other member of staff involved in the submission of assessment results;
  • there have been circumstantial irregularities, or factors outside the control of either the Learner or the Centre, which have led to an unfair or inaccurate decision having been made which disadvantages a learner or learners;
  • the Centre did not apply procedures consistently or procedures were not followed properly and fairly.Appeals which are made solely on the basis of disagreement with the Assessor or Internal Verifier’s professional judgement will not be considered.Content and form of the Appeal

    Communication about an Appeal must:

  • clearly set out the grounds for appeal;
  • include all information which the appellant wishes to be considered;
  • be accompanied by any relevant evidence;

• specify the action you wish the Centre to take and/or the redress which they consider appropriate.

Consideration of Appeals

  • The evidence for all appeals will be considered by the Director;
  • The person(s) investigating an appeal will not include any individual who has any personalinterest in the decision being appealed;
  • We aim to resolve an appeal within 28 days of receipt of the appeal. It may, however, benecessary to extend this period in some circumstances. In this case, the appellant will be notifiedin writing;
  • You will be notified of the outcome of your appeal in writing, within a further 7 working days ofthe decision being made. 
 Outcome of AppealsPossible outcomes of an Appeal are as follows:
  • the Appeal is denied;
  • the Appeal is upheld, and suitable action is taken by Outdoor Learning Service in accordancewith the nature and circumstances of the complaint and the grounds for appeal;
  • the Appeal is upheld, and an offer is made to re-assess the learner(s) at no additional charge and as soon as possible (on approval by QA). The assessor for a re-examination would not bethe assessor who conducted the original examination;
  • the Appeal is upheld, and an adjustment is made to the result awarded;In all cases, a letter will be sent to you which clearly sets out the detail of the investigation and includes a full explanation of the outcome.Should there be no further response within 28 working days of communicating the outcome of an appeal, the Appeal will then be considered closed.

    Where the application of the appeals process leads Safe Hands First Aid Training Ltd to discover a failure in its assessment processes, we will take all reasonable steps to:

  • identify any other Learner who has been affected;
  • correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure, and;
  • ensure that the failure does not recur in the future.Action will be taken to ensure that all other Learners are afforded the same treatment as the Learner who is the subject of the Appeal.

Data Protection – Retention of Records

All communication related to appeals will be treated with appropriate confidentiality and details will only be disclosed to those who, by virtue of their role, have a need to be informed of the nature of the Appeal and/or the outcome. Records, including all assessment materials, learner evidence and internal verification records will be retained by Safe Hands First Aid Training Ltd according to QA Learner Record and Evidence Retention guidelines.

In accordance with the requirements of the Qualifications Regulator, information and records related to complaints, enquiries and appeals may be made available to External Quality Assurance staff on request.

Monitoring & Review

The procedures set out in this policy will be widely promoted and are mandatory for all staff involved with delivery of qualifications and/or assessment at Safe Hands First Aid Training Ltd. Failure to comply with these procedures will be addressed without delay and may ultimately result in disciplinary procedures or withdrawal of training/assessing privileges.

We will monitor all feedback received in relation to this policy and will make amendments as necessary. Updates will be communicated through Standardisation Meetings.

This policy will be reviewed annually as well as following:
• changes in legislation and/or Awarding Body guidance

• as a result of any other significant change or event.

Dated: 12.01.2020