Policies and procedures
Enquiries, appeals and complaints
An enquiry in this instance relates to queries regarding assessment decisions, and/or decisions made by UAL Awarding Body as a result of quality issues within any of our approved centres.
A complaint is a concern about a service, or lack of service provided by UAL Awarding Body or centre to candidates.
An appeal is a concern about the assessment decision given by UAL Awarding Body or centre that affects a candidate. Centres are expected to have complaints and appeals procedures. If candidates have a complaint or an appeal, they must follow their procedures in the first instance. UAL Awarding Body will require details of the outcomes of these processes when investigating a complaint or an appeal.
When a complaint is made, the University Awarding Body will require:
- A description of the problem (including when it happened)
- A contact name
- Unique Candidate Number (ULN) if relevant
- The qualification title
- The name and address of the Centre
All complaints are handled sensitively, confidentially, logged and monitored.
Please submit all enquires and complaints to Claire Clark at firstname.lastname@example.org
*Office opening hours are 9am to 5pm Monday to Friday (excluding Bank Holidays and the period between Christmas and New Year).
Stage 1: The first stage of an appeal must be fully and formally conducted and recorded within a centre, unless the centre is appealing against a decision made by UAL Awarding Body, in which case the centre may jump to stage 2 below.
Stage 2: If the appeal cannot be resolved internally, or the appeal comes directly from the approved centre, then an appeals form must be requested from email@example.com
Full details of the appeals process can be found in the policies and procedures handbook.
Raising a concern
If you have concerns about malpractice or wrongdoing in relation to UAL qualifications, either at the centre you work/study at or at UAL Awarding Body, please refer to the UAL Awarding Body Whistle Blowing policy below:
If you wish to raise your concern with UAL Awarding Body, please complete the form below and send to Claire Clark at firstname.lastname@example.org
All concerns raised are handled sensitively, confidentially, logged and monitored.
Wherever possible, UAL Awarding Body will provide a solution or its considered response immediately or within a 24 hour time frame as appropriate to circumstance.