Complaints, Appeals & Malpractice Policy

Purpose of This Policy

This policy explains how Britannia Elite manages complaints, appeals, malpractice and maladministration within all training and assessment activities

Scope

This policy applies to:

• Learners and candidates
• Trainers, assessors, and internal quality assurers
• Partner training centres
• Employers and client organisations
• Any individual or entity interacting with Britannia Elite UK, Britannia Elite Uganda, or Nile Protective Training Ltd

Definitions

• Complaint — A concern about service quality, behaviour, communication, or administrative processes.
• Appeal — A formal request to review an assessment decision or quality assurance outcome.
• Malpractice — Intentional wrongdoing such as cheating, falsification, or unethical conduct.
• Maladministration — Unintentional errors, poor practice, or procedural failures.

Complaints Procedure

How to Submit a Complaint

Complaints must be submitted in writing via the official contact channels. The complaint should include:

• Name and contact details
• Description of the issue
• Evidence or supporting information
• Desired outcome (if applicable)

How Complaints Are Handled

• Acknowledgement within 5 working days
• Investigation by an impartial manager
• Outcome issued within 20 working days
• If additional time is required, the complainant will be informed

Possible Outcomes

• Resolution and corrective action
• Staff training or process improvement
• No further action (with justification)

Appeals Procedure

Grounds for Appeal

Appeals may be submitted if the candidate believes:

• Assessment procedures were not followed correctly
• Evidence was not judged fairly
• Reasonable adjustments were not applied
• There was bias or conflict of interest

Appeal Stages

1. Stage 1 – Informal Review Internal review by the assessor or centre manager.
2. Stage 2 – Formal Appeal Independent review by Britannia Elite’s Quality Assurance Panel.
3. Stage 3 – External Review Referral to an external body (if applicable to qualification type).

Timeframes

• Appeals must be submitted within 30 days of receiving the assessment decision.
• Outcomes issued within 20 working days.

Malpractice & Maladministration

Examples of Malpractice

• Cheating or plagiarism
• Impersonation
• Falsifying records
• Collusion
• Trainer or assessor misconduct
• Misuse of assessment materials

Investigation Process

• Immediate acknowledgement
• Evidence gathering
• Interviews with involved parties
• Independent review
• Final decision and sanctions

Possible Sanctions

• Candidate disqualification
• Withdrawal of certification
• Suspension of trainer/assessor
• Centre approval suspension or withdrawal
• Reporting to regulatory authorities

Rights & Responsibilities

Candidate Rights

• Fair treatment
• Impartial investigation
• Clear communication
• Right to appeal

Organisation Responsibilities

• Maintain integrity of assessment
• Ensure confidentiality
• Protect whistleblowers
• Apply sanctions consistently

Record Keeping

All complaints, appeals, and malpractice cases are logged and retained for a minimum of five years for audit and regulatory review.

Policy Review

This policy is reviewed annually or sooner if regulatory changes occur.