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Policies and procedures

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Copyright University of Arts London

Complaints

A complaint is a concern about a service, or lack of service provided by UAL Awarding Body or centre to candidates.

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.

Customer service commitment

Complaints policy (PDF 180KB)

Please submit all enquiries and complaints to quality.awarding@arts.ac.uk.

Enquiries and appeals

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.

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.

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 quality.awarding@arts.ac.uk.

Full details can be found in our Enquiries and Appeals Policy (PDF 352KB).

If you have exhausted the UAL Awarding Body complaints process attached below, then you may escalate your complaint to one of our qualification regulators: Ofqual (England), CCEA (Northern Ireland) and Qualifications Wales. Students may contact the qualification regulator in the country they studied.

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 Malpractice and maladministration and Whistle-Blowing policies below:

Malpractice and maladministration policy (PDF 306KB)

Whistle blowing policy V1.0 (PDF 94KB)

If you wish to raise your concern with UAL Awarding Body, please complete the form below and send to quality.awarding@arts.ac.uk

Whistle blowing form V1.1 (PDF 65KB)

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.

Reasonable adjustments

Reasonable adjustments are adjustments made to the delivery or assessment of a qualification. This enables a student with an identified need or learning disability to demonstrate their knowledge, skills and understanding to the level of attainment required for the qualification, by leveling the playing field. Assessment arrangements can be altered and adapted to reduce the impact of an identified special need that puts the student at a disadvantage. Permission must be sought from UAL Awarding Body for certain adjustments. To apply for Reasonable Adjustments for a student please complete the form below and return to quality.awarding@arts.ac.uk. The deadline for reasonable adjustments is 31 January 2019.

Please complete the application form and send to quality.awarding@arts.ac.uk.

Reasonable adjustment policy and process (PDF 207KB)

Reasonable adjustments form (Word 33KB)

Special considerations

Special consideration given to a student allows for the extension of the originally agreed time-frame for the completion of the assessment. Special consideration is given when circumstances impact on a student’s ability to take an assessment or demonstrate their level of attainment in an assessment. If a student is disadvantaged during assessment they might be eligible for special consideration.

Responsibility for identifying the need for special consideration is devolved to centres. Centres must submit a request for special consideration by completing the special consideration form as soon as possible after their internal assessment process and within 10 working days of the assessment date.

Please complete the application form and send to quality.awarding@arts.ac.uk.

Special Considerations policy and process (PDF 197KB)

Special consideration form (Word 29KB)

Exemption and recognition of prior learning

Exemption

These documents reflect the requirements of our exemption policy and process and have been written to inform all centres who offer UAL qualifications about the requirements to ensure accurate information is presented before making an application.

Please read the policy and process carefully before completing and sending the application with the required documentation by the published deadline to: academic.awarding@arts.ac.uk

Exemption policy and process PDF (61 KB)
Student exemption application Word (55 KB)

Recognition of Prior Learning

These documents reflect the requirements of our recognition of prior learning policy and process and have been written to inform all centres who offer UAL qualifications about the requirements to ensure accurate information is presented before making an application.

Please read the policy and process carefully before completing and sending the record of interview and assessment with any required documentation by the published deadline to: academic.awarding@arts.ac.uk

Recognition of Prior Learning Policy and Process PDF (73 KB)
Record of Assessment for Recognition of Prior Learning Word (32 KB)
Record of Interview for Recognition of Prior Learning Word (44 KB)

UAL Awarding Body Sanctions Policy

UAL Awarding Body Sanctions Policy V1 (PDF 172KB)

Transparency notice

UAL Awarding Body is committed to protecting your privacy and being transparent about how we process it.

At all times we aim to respect any personal information you share with us, or that we receive from others, and keep it safe.

The Transparency Notice sometimes referred to as a ‘Privacy Notice’, sets out our data processing practices and your rights and options regarding the ways in which your personal information is used and collected. If you have a query about the way in which we process your data, contact information is provided at the end of the Notice.

UAL Awarding Body transparency notice V1 (PDF 213KB)

UAL Awarding Body Origins Creative Arts Festival Transparency notice (PDF 53KB)