Boxology® Academy Complaints Procedure
BOXOLOGY® COMMITMENT TO YOU
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 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.
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.
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
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.