Complaints and Appeals Policy for Learners

Policy Owner: Deputy Head of School

Policy Approval Date: February 2026

Policy Review Cycle: Every 2 years

Policy Next Review Date: February 2028

Introduction
This policy addresses the situation where students may wish to appeal or complain.

Access
Students are made aware of the existence of this policy and the appeal’s and complaints procedures when they begin the course during induction and have open access to it. It can be found in the Vice Principal’s Deputy Head of School’s office and online on the St Rose’s pupil server\Ascentis key policies\December 2018 along with the appeals and complaints policies for each of the awarding bodies used by St Rose’s. All tutors are made aware of these policies and how to access them in order that students can be supported.
This policy is reviewed every 2 years and may be amended in response to feedback from students, staff, parents and external organisations.

Policy Statement
All students at St Rose’s have the right to make an appeal or make a complaint about the qualifications they are undertaking.

Appeals
If any student wishes to appeal a decision, they should follow the following procedure.

1. If possible, communicate to the member of staff responsible for teaching the qualification in the first instance about the reason they wish to appeal.

2. The member of staff has a responsibility to explain to the candidate why he/she did not achieve the qualification.

3. If the student is not satisfied with the explanation, the piece of work will be moderated by another member of staff also involved with that qualification.

4. The student will be informed of the outcome of the moderation by letter and, if necessary, another more appropriate form of communication for them.

5. If the student wants to continue the appeal, he/she needs to contact the exams officer, who will provide the student with information about the appeals procedure for the relevant awarding body and explain what is involved. The exams officer will assist with the completion of any forms and will correspond with the awarding body on behalf of the student.

6. Please note: a student must have the support of the centre to be able to appeal against a result.

Complaints
If possible, communicate to the member of staff responsible for teaching the qualification in the first instance about the reason they wish to make a complaint.

1. The member of staff will try to help and address the complaint of the candidate.