Boxology® Academy Complaints Procedure



This  ‬document sets out  Boxology® complaints  policy ‬and procedure  and ‬is aimed ‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

at our learners and all interested parties who encounter a direct or indirect service from Boxology®.  Each of our customers are important to us and we believe you have the right to a fair, fast and courteous service at all times.  Therefore, it is important should you feel you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.‬‬‬‬‬‬


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 info@boxology.academy 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.

  • We will investigate your complaint and endeavor to send a final response to you within four weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

  • We will endeavor to send a final response to you within eight weeks of receipt of your complaint. 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 complaint fairly, then please refer to our Awarding Body Active IQ policy’s on https://www.activeiq.co.uk/centres/policies-and-procedures/.


This  ‬policy covers  ‬complaints ‬that  ‬learners and ‬members  ‬of ‬the ‬public ‬may wish to ‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

make in relation to the qualifications offered by Boxology®.‬‬  It is not to be used to cover enquiries about services offered by Boxology® or appeals in ‬‬relation to assessment decisions made by Boxology®. These areas are covered by our ‬‬Appeals ‬Policy. Should a complaint be submitted which is in fact an appeal we will respond to inform the relevant party that the issue is being considered in accordance with our Appeals ‬Policy.‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

If you are unhappy about the way an examination or assessment was delivered and

conducted  ‬and you suspect malpractice and/or maladministration may have occurred you ‬‬‬

should send your concern  ‬to ‬us ‬in ‬accordance  ‬with ‬the ‬arrangements ‬in ‬our ‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

Malpractice and ‬Maladministration Policy. This should occur as soon as possible to protect ‬‬‬‬‬‬‬‬‬

any associated evidence that may form part of your complaint.


Boxology® responsibility‬‬‬

We advise that our staff and learners involved in the management, assessment and quality

assurance of our qualifications, are aware of the contents of this policy and that Boxology® has a complaints handling procedure in place to deal with complaints from  ‬learners ‬about the services they receive from us. ‬‬‬‬‬‬‬‬‬


Confidentiality and whistle blowing

Sometimes a complainant will wish to remain anonymous.  ‬However, it is always ‬‬‬

preferable to  ‬reveal your identity and contact details to us. If you are concerned about ‬‬‬

possible adverse consequences please inform us that you do not wish for us to divulge

your identity.

What happens if my complaint is upheld?

If any part of your complaint is upheld, we will of course respond to the complainant

accordingly and give due consideration to how we can improve our service and

arrangements.  For ‬example, ‬by reviewing  ‬our ‬procedures to ‬assess the impact on our ‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

arrangements  ‬and assessment process (if relevant) or arranging for staff training. In ‬‬‬

extreme circumstances,  ‬internal disciplinary procedures  may be exercised where the ‬‬‬‬‬‬

performance or  ‬behavior of ‬our staff is deemed inappropriate.‬‬‬‬‬‬

In situations where a complaint has been successful, or where an investigation following

notification from Active IQ indicates a failure in our processes, Boxology® will give due ‬‬‬‬‬‬‬‬

consideration  ‬to the outcome and will, as appropriate, take actions such as:‬‬‬

  • Identify any other learner, who has been affected by that failure‬

  • Correct,  ‬or ‬where  ‬it ‬cannot ‬be  ‬corrected, ‬mitigate  ‬as ‬far ‬as ‬possible  ‬the ‬effect ‬of ‬the ‬failure‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

  • Ensure that the failure does not recur in the future‬

  • Compensate the learner if the centre is found it has compromised its own terms and ‬

conditions that form part of the contract between us and the learner in question. 

Contact us
Email: info@boxology.academy
Post: Boxology® Academy, Third Space, 67 Brewer Street, London, W1F 9US.
Active IQ: www.activeiq.co.uk
CIMSPA: www.cimspa.co.uk