If you have a complaint, you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with your problem initially. If they cannot help or you wish to speak to someone else, please write to us by email to firstname.lastname@example.org or by post to Boxology® Academy, Third Space, 67 Brewer Street, London, W1F 9US.
Once we are in receipt of your complaint, we will deal with it promptly, effectively and in a positive manner.
We will acknowledge your complaint within 5 working days of receipt of your complaint.
Following the review of the appeal, we will write to the appellant with details of our decision within four weeks (If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise when you can expect a final response) to either:
1. amend our original decision in light of the new rationale/evidence being put forward which has been reviewed.
2. confirm we stand by our original decision and in doing so the rationale for this decision and request that you confirm, within 15 days, whether you now accept this decision or if wish to proceed to our independent review appeals process. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise when you can expect a final response.
If you feel Boxology® has not dealt with your appeal fairly, then we will ask an independent reviewer from our awarding bodies Active IQ or CIMSPA to review the appeal. The Independent Reviewer will review all the evidence which took place in the above stages and review if we’ve applied our procedures fairly, appropriately and consistently in line with our policy.
The independent review process may involve:
∙ a discussion with the appellant or the learner and Boxology® personnel
∙ a centre visit by authorised Active IQ personnel
In situations where an appeal has been successful
∙ identify any other learners who have been affected and correct, or, where it cannot be corrected, mitigate as far as possible the effect of the failure (e.g. amend the results for the learner/s affected following an appropriate investigation)
∙ review our associated processes and policies to ensure that the failure does not occur again, or mitigate the situation as far as possible if the failure that occurred cannot be corrected
We will also cooperate with any follow-up investigations required by the regulators and, if appropriate, agree any remedial action with them.