Belgravia Academy’s management shall ensure that all complaints and appeals are dealt with in accordance with the principles of natural justice and procedural fairness and remains publicly available. All complaints and appeals shall be subject to notification within Belgravia Academy’s staff meetings and require the implementation of Belgravia Academy’s complaints and appeals processes.

Scope of Complaints and Appeals Policy

Belgravia Academy will manage and respond to allegations involving the conduct of:

a) Belgravia Academy, its trainers, assessors or other staff;
b) a third party providing services on Belgravia Academy’s behalf, its trainers, assessors or other staff; or
c) a student of Belgravia Academy

Complaints and Appeals Procedures

Students may choose to submit a complaint to Belgravia Academy staff via the Informal Process or Formal Process.
(Please note Belgravia Academy’s ‘staff’ will be considered to include third parties or partnering organisation staff)

Informal process

  • Students may submit a complaint (verbally or in writing) directly to Belgravia Academy staff with the purpose to resolve a complaint through discussion and through mutual agreement. All complaints received will be acknowledged in writing by Belgravia Academy management.
  • Belgravia Academy staff are required to explain to the Student the complaints and appeals processes available to them.
  • Students may be accompanied by a third party of their choice to support them in the informal process discussion.
  • All informal complaints when finalised shall be reported to Belgravia Academy management by Belgravia Academy staff (via a stakeholder feedback form) for further review and consideration for potential continuous improvement actions, regardless of whether the complaint was resolved or not.
  • All informal complaints that are not resolved with Students by mutual agreement with Belgravia Academy staff will require the completion of the formal complaints process.
    Formal Process
  • When a Student wishes to submit a formal complaint or is dissatisfied with the attempt to resolve a complaint informally (directly with staff) the Student may submit a formal complaint to Belgravia Academy’s management utilising the ‘Stakeholder Complaint Form‘.
  • Management of Belgravia Academy will acknowledge receipt of all formal student complaints within 7 days of receipt of a ‘Complaint Form’.
  • B.A.’s response to the complainant shall include information and procedures concerning the complainant’s right to appeal the proposed solution and request for an independent adjudicator.
  • Belgravia Academy’s Management shall respond to formal complaints from Students in writing proposing a resolution to the complaint.
  • All formal complaints when finalised shall be reported to Belgravia Academy management by staff (via a stakeholder feedback form) for further review and consideration for potential continuous improvement actions, regardless of whether the complaint was resolved or not.

Appeals Process

In the event of a Student advising that they are dissatisfied with the proposed solution for a formal complaint to Belgravia Academy’s management, management shall provide an additional opportunity to provide a solution and shall apply the External Appeal process.

External Appeals

  • Management shall advise the Student that an Independent Third party shall be sought to consider the nature of the complaint and a possible further resolution at no cost to the Student.
  • The selection of the Independent Third party shall be communicated with the Student and the selection must be with the mutual agreement of the Student.
  • Belgravia Academy management shall make contact with the Independent Third party and provide all documentation related to the formal complaint and Student contact details.
  • Independent adjudication responses must be within 7 days from the date that all formal complaint documentation is provided to the Independent Adjudicator.
  • On receipt of the formal complaint documentation the Independent Third party shall make contact with Belgravia Academy management and the Student and arrange a suitable time for further discussion pertaining to the formal complaint.
  • All Independent Third Party proposed solutions shall be final and be reported to Belgravia Academy management and the Student in writing and will require immediate implementation by both parties.

Assessment Result Appeals

All appeals from Students relating to assessment results must be received in a period no longer than 15 working days following the competency decision.

Assessment Appeals Procedure

Staff delivering training and assessment services on behalf of Belgravia Academy will be required to:

  • Provide timely guidance to all course participants regarding the assessment appeals procedure.
  • Clarify any aspects of the assessment results that a student does not understand.
  • Communicate directly via email as soon as possible with Belgravia Academy management on any advice (verbal or written) provided by a student that they are seeking to appeal an assessment decision.
  • Schedule a meeting with the student and Belgravia Academy management when an assessment appeal is received from a student.
  • Communicate any outcome decision by Belgravia Academy management to uphold or overturn an assessment appeal to the student’s by clearly identifying the reason for the outcome.
  • All assessment appeals will be processed by Belgravia Academy staff and management within 10 days of receipt of an appeal. All assessment appeals must be maintained on the student’s file.
  • Student records will be adjusted to comply with Belgravia Academy management appeal outcome decisions.

Complaints and Appeals Records

Belgravia Academy management shall maintain records of all complaints and appeals and their outcomes and reference complaints and appeals in Belgravia Academy meeting minutes. Any complaints or appeals will be reviewed as part of the continuous improvement process and the complaints and appeals policy of B.A. shall ensure that all complaints are dealt with in a constructive and timely manner,  taking appropriate corrective actions to eliminate or mitigate the likelihood of reoccurrence.
Records of all Informal, formal complaints and appeals will be recorded in Belgravia Academy meeting minutes and all written student complaints records will be retrievable by the student.