Complaints and Escalation Policy
1. Our Commitment
Qualify Nation is committed to providing excellent service to all our learners. We take all complaints seriously and aim to resolve issues fairly, transparently, and in a timely manner.
This complaints procedure is aligned with Ofqual standards, although Qualify Nation is not currently Ofqual-recognised. We believe in holding ourselves to the highest standards regardless of regulatory requirements.
2. Types of Complaints
We handle two main types of complaints:
- Academic Complaints: Issues related to course content, teaching quality, assessments, grading, or certificates
- Administrative Complaints: Issues related to billing, customer service, technical problems, or account management
3. Guiding Principles
- No one will be penalised for making a good-faith complaint
- All complaints are handled objectively and confidentially
- We identify systemic issues through trend analysis to improve our services
- This policy is reviewed annually and updated as our accreditations develop
4. Our Three-Stage Process
Stage 0: Informal Resolution (Optional)
Before submitting a formal complaint, we encourage you to discuss the issue directly with the relevant staff member or through our support channels. Many issues can be resolved quickly through open communication.
This stage is optional - you may proceed directly to Stage 1 if you prefer.
Stage 1: Formal Investigation
If informal resolution doesn't work or you wish to skip it, submit a formal complaint:
- Email [email protected] with subject line "Formal Complaint"
- Include your full name, email address, and a clear description of your complaint
- Attach any supporting evidence or documentation
All complaints are recorded in our secure Complaints Register for quality assurance purposes.
Stage 2: Internal Review / Escalation
If you are not satisfied with the Stage 1 response, you may request an internal review:
- Submit your escalation request within 10 working days of receiving the Stage 1 response
- Explain why you believe the initial response was inadequate
- A senior staff member who was not involved in the original investigation will review your case
Stage 3: External Escalation (If Applicable)
External review options are currently limited as Qualify Nation is not yet Ofqual-recognised. External escalation becomes available when:
- Your course is accredited by an external awarding body with its own appeals process
- Qualify Nation gains Ofqual recognition (under future consideration)
For consumer disputes, UK residents may also contact:
- The Retail ADR scheme (for consumer disputes)
- Citizens Advice Consumer Service
5. What to Include in Your Complaint
To help us investigate effectively, please include:
- Your full name and registered email address
- Course name (if applicable)
- Clear description of the issue
- Dates and times of relevant events
- Names of any staff members involved (if known)
- What outcome you are seeking
- Any supporting evidence (screenshots, emails, etc.)
6. Confidentiality
All complaints are handled confidentially. Information is shared only with those who need to know to investigate and resolve the complaint. Records are maintained in accordance with data protection laws and our Privacy Policy.
7. Monitoring and Continuous Improvement
We analyse all complaints to identify:
- Recurring issues that need systemic resolution
- Areas where our services can be improved
- Training needs for our staff
- Policy updates that may be required
8. Apprenticeship Programmes
Learners, employers, and other stakeholders involved in an apprenticeship programme may use the Qualify Nation® complaints and escalation process to raise concerns about any aspect of the programme, including but not limited to:
- The quality of training and support
- Assessment decisions and outcomes
- Progress review processes
- The conduct of Qualify Nation® staff
- Reasonable adjustments and accessibility
- Employer-related concerns that affect the learner’s programme
The existing 3-stage complaints process (Sections 4.1–4.3 above) applies to apprenticeship-related complaints.
8.1 Assessment Appeals
A learner who wishes to appeal an assessment decision may do so within 10 working days of receiving the decision. Appeals are reviewed by a member of staff who was not involved in the original decision. The outcome of the appeal will be communicated within 15 working days.
8.2 External Escalation
If a learner or employer has exhausted the internal complaints process and remains dissatisfied, they may escalate the matter to:
- The relevant funding body (where the programme is government funded)
- The relevant regulatory or inspection body
- Any other external body with jurisdiction over the matter
Qualify Nation® will cooperate fully with any external investigation or review.
8.3 Record-Keeping
All complaints, outcomes, and actions taken are recorded in the Complaints Register. Complaints data is reviewed periodically to identify trends and inform service improvement. Findings are reported in the annual Self-Assessment Report and Quality Improvement Plan.
9. Contact the Complaints Officer
Our designated Complaints Officer oversees all formal complaints:
Email: [email protected]
Phone: +44 7426 985335
Hours: Monday - Friday, 9:00AM - 5:00PM
We are committed to resolving your concerns and using your feedback to improve our services for all learners.