COMPLAINTS, APPEALS & MALPRACTICE POLICY
Complaints, Appeals & Malpractice Policy
How Britannia Elite manages complaints, appeals, malpractice and maladministration across all training and assessment activities — fairly, impartially and to a standard suitable for audit and regulatory review.
Purpose of this policy
This policy explains how Britannia Elite manages complaints, appeals, malpractice and maladministration within all training and assessment activities.
Who this applies to
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
The terms we use
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.
Raising a complaint
How to submit a complaint
Complaints must be submitted in writing to admin@britannia-elite.co.uk. 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)
Appealing an assessment decision
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
Informal Review
Internal review by the assessor or centre manager.
Formal Appeal
Independent review by Britannia Elite’s Quality Assurance Panel.
External Review
Referral to an external body, if applicable to the qualification type.
Timeframes
- Appeals must be submitted within 30 days of receiving the assessment decision
- Outcomes issued within 20 working days
Protecting the integrity of assessment
Examples of malpractice
- Cheating or plagiarism
- Impersonation
- Falsifying records
- Collusion
- Trainer or assessor misconduct
- Misuse of assessment materials
Investigation process
Possible sanctions
- Candidate disqualification
- Withdrawal of certification
- Suspension of trainer / assessor
- Centre approval suspension or withdrawal
- Reporting to regulatory authorities
What each party can expect
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.
Keeping this policy current
This policy is reviewed annually, or sooner if regulatory changes occur. It forms part of our wider Governance & Oversight framework.
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