APPEALS, ENQUIRIES, AND COMPLAINTS POLICY

1. Policy Statement

DTMK Limited is committed to dealing with all enquiries, complaints, and appeals promptly, fairly, and consistently.

We aim to ensure that any issues are resolved at the earliest opportunity and that learners, staff, and other stakeholders have confidence in the fairness and integrity of our processes.

We recognise that sometimes things may go wrong and that individuals may wish to raise concerns. This policy sets out how such matters will be handled and how DTMK Limited will meet 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 further information about a service or process.
Complaint: An expression of dissatisfaction about the standard of service, the conduct of staff, or the application of policies and procedures.
Appeal: A request for a review of a decision, normally relating to an assessment outcome.

4. Principles

All enquiries, complaints, and appeals will be taken seriously and handled with fairness, integrity, and confidentiality.
No person raising a concern in good faith will be disadvantaged or discriminated against as a result.
Issues will be resolved informally wherever possible.
Where formal procedures are required, matters will be investigated promptly and thoroughly.
Learners and stakeholders will be informed of their right to escalate matters to the Awarding Organisation if dissatisfied with the outcome.
Learners will be provided with access to the relevant Awarding Organisation Appeals and Complaints Policies upon request.

5. Procedure

5.1 Informal Resolution

Learners and customers are encouraged to raise issues informally with the staff member involved in the first instance.
Where this is not appropriate, the issue should be raised with a manager or the Director.
Every effort will be made to resolve concerns quickly and informally.

5.2 Formal Complaint

Complaints should be submitted in writing to the Director within 10 working days of the incident or issue.
The complaint will be acknowledged within 5 working days.
An investigation will be undertaken, and a written response provided 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 may be submitted where clarification is required about an assessment decision.
These should be directed in writing to the Director within 10 working days of receiving the decision.
An explanation will be provided within 15 working days.

5.4 Appeals

Learners may appeal against an assessment decision where they believe it has not been applied fairly or consistently.
Appeals must be submitted in writing within 10 working days of receipt of notification of the decision.
Appeals will be reviewed by an assessor or internal quality assurer who was not involved in the original decision.
A written response will be provided within 20 working days.
Where the learner remains dissatisfied, the appeal may be escalated to the Awarding Organisation.

6. Record Keeping

All enquiries, complaints, and appeals will be logged in a central register.
Records will include the date received, the nature of the issue, the investigation process, the outcome, and any follow up actions.
Records will be retained securely for a minimum of five years, or longer if required by another DTMK Limited policy, for example safeguarding.
Records may be reviewed by the Awarding Organisation or regulator.
Where required, records relating to appeals will be shared with the Awarding Organisation for reporting, monitoring, and regulatory purposes.

7. Monitoring and Review

The Director will review complaints and appeals data annually to identify trends, lessons learned, and areas for improvement.
Corrective actions will be implemented as necessary.
Outcomes will feed into the internal quality assurance cycle.

8. Confidentiality and Data Protection

All enquiries, complaints, and appeals will be handled sensitively and confidentially.
Information will only be shared with those directly involved in the process.
Data will be processed and retained in line with the DTMK Limited Data Management and Privacy Policies.

9. Escalation

If a complainant is dissatisfied with the outcome of a complaint or appeal handled by DTMK Limited, they may escalate the matter to the Awarding Organisation. Contact details will be provided on request.

Where applicable, individuals may also have the right to raise unresolved concerns with the relevant qualification regulator after the Awarding Organisation process has concluded.

10. Responsibilities

Director: Overall responsibility for the implementation of this policy and final review of complaints and appeals.
Staff and Franchisees: Responsible for addressing informal issues, cooperating fully with investigations, and implementing agreed outcomes.
Learners and Stakeholders: Expected to raise concerns promptly and engage constructively with the process.

11. Relationship with Other Policies

This policy should be read alongside the following:

Safeguarding Policy
Safeguarding concerns will always be acted upon immediately under that policy, even if raised as a complaint or appeal.
Maladministration, Malpractice, Plagiarism and Whistleblowing Policy
Suspected malpractice or maladministration will be managed under that policy, which may involve urgent reporting to the Awarding Organisation.
Data Management and Privacy Policies
These govern how records relating to complaints and appeals are stored and retained.

Where overlap occurs, the matter will be cross referred, and the stricter or longer retention period will always apply.

12. Policy Review

This policy will be reviewed annually, or sooner if there are changes in legislation, Awarding Organisation requirements, or DTMK Limited’s operations.

Last reviewed: February 2026
Next review due: 28th February 2027

Responsible Person: Christopher Cook, Director
Email: christopher@dtmk.co.uk