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ENQUIRIES, COMPLAINTS & APPEALS POLICY

1. POLICY STATEMENT

DTMK Limited is committed to handling all enquiries, complaints, and appeals promptly, fairly, and consistently. We aim to resolve issues at the earliest opportunity and ensure that learners, staff, and stakeholders have confidence in the fairness and integrity of our processes.

We recognise that issues may sometimes arise and this policy explains how they will be managed, and how DTMK Limited meets its obligations to learners, customers, and the Awarding Organisation.

2. SCOPE

This policy applies to all enquiries, complaints, and appeals relating to:

  • The delivery of training, assessment, and related services by DTMK Limited

  • The conduct of staff, franchisees, contractors, and associates of DTMK Limited

  • Decisions made by DTMK Limited regarding assessment outcomes or administrative processes

  • The application of DTMK Limited’s published policies and procedures

This policy does not replace statutory rights or the right to escalate matters to the Awarding Organisation or relevant regulatory body.

3. DEFINITIONS

  • Enquiry: A request for clarification or more information about a service or process.

  • Complaint: An expression of dissatisfaction regarding service standards, staff conduct, or the application of policies.

  • Appeal: A request for a review of a decision, usually relating to assessment outcomes.

4. PRINCIPLES

  • All enquiries, complaints, and appeals will be taken seriously and handled with fairness, integrity, and confidentiality.

  • Individuals raising concerns in good faith will not be disadvantaged or discriminated against.

  • Issues will be resolved informally wherever possible.

  • Formal procedures will involve prompt and thorough investigation.

  • Learners and stakeholders will be informed of their right to escalate to the Awarding Organisation if they remain dissatisfied.

5. PROCEDURE

5.1 Informal Resolution

  • Concerns should first be raised with the staff member involved, where appropriate.

  • If this is not suitable, issues may be raised with a manager or the Director.

  • Every effort will be made to resolve concerns quickly and informally.

5.2 Formal Complaint

  • Complaints must be submitted in writing to the Director within 10 working days of the issue.

  • Acknowledgement will be provided within 5 working days.

  • An investigation will be conducted and a written response issued within 20 working days.

  • If more time is required, the complainant will be notified with reasons and a revised timescale.

5.3 Enquiries about Assessment Decisions

  • Enquiries must be submitted in writing to the Director within 10 working days of receiving the decision.

  • A written explanation will be provided within 15 working days.

5.4 Appeals

  • Appeals against assessment decisions must be submitted in writing within 10 working days of notification.

  • Appeals will be reviewed by an assessor or internal quality assurer who was not involved in the original decision.

  • A written response will be issued within 20 working days.

  • If the learner remains dissatisfied, the appeal may be escalated to the Awarding Organisation.

6. RECORD KEEPING

  • All enquiries, complaints, and appeals will be recorded in a central register.

  • Records will include: date received, nature of the issue, investigation process, outcome, and follow-up actions.

  • Records will be retained securely for at least five years, or longer if required by another DTMK policy (e.g. safeguarding).

  • Records may be reviewed by the Awarding Organisation or regulator.

7. MONITORING AND REVIEW

  • The Director will review complaints and appeals annually to identify trends and areas for improvement.

  • Corrective actions will be implemented as required.

  • Outcomes will feed into DTMK’s internal quality assurance cycle.

8. CONFIDENTIALITY & DATA PROTECTION

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