Appeals Procedure

1. Purpose and Scope

1.1 Purpose

This procedure establishes the process by which users of the Qualitect platform may appeal against the outcome of a complaint handled under the Complaints Procedure. It provides a fair, transparent and accessible route for challenging decisions where a Platform User believes the outcome of their complaint was incorrect, unreasonable or reached without due process.

1.2 Scope

This procedure applies to all users of the Qualitect platform who have completed the Complaints Procedure and remain dissatisfied with the outcome. It covers appeals against decisions reached in response to complaints about Qualitect's platform, services, policies and enforcement decisions including those made under the Acceptable Use Policy and the Malpractice and Misuse Policy. This procedure does not cover appeals against assessment results, qualification decisions or certification outcomes. These are the responsibility of the Platform User.

2. Grounds for Appeal

A Platform User may submit an appeal on one or more of the following grounds:

• The complaints process was not followed correctly or the Platform User was not given a fair opportunity to present their case.
• The decision reached was not justified by the evidence considered during the complaints process.
• The decision was not reached in accordance with Qualitect's published policies or procedures.
• New evidence has become available that was not reasonably available at the time of the complaint and would materially affect the outcome.

Appeals that do not meet one of these grounds will not be accepted.

3. Who May Submit an Appeal

Any Platform User who has completed the Complaints Procedure and received a formal complaint outcome may submit an appeal. Anonymous appeals will not be accepted.

4. Time Limits

Appeals must be submitted within 20 working days of the date the complaint outcome was formally communicated.

5. How to Submit an Appeal

Email: appeals@qualitect.co.uk with the subject line "Appeal - [complaint reference number]".

All appeals must include the complaint reference number, grounds for appeal, explanation of why the grounds apply, any new evidence and the outcome sought.

6. The Appeals Process

6.1

Qualitect will acknowledge receipt of a valid appeal within 2 working days.

6.2

Appeals are reviewed by the Appeals Manager, who must not have been involved in the original complaint investigation.

6.3

The Appeals Manager will communicate the appeal outcome in writing within 15 working days. All appeal decisions are final. Where a Platform User remains dissatisfied, external escalation options are set out in Section 7.

7. External Escalation

• Data protection: ico.org.uk or 0303 123 1113.
• Consumer protection: citizensadvice.org.uk or 0808 223 1133.
• Equality and discrimination: equalityhumanrights.com.

8. Record Keeping

Comprehensive records of all appeals are retained for a minimum of seven years from the date of the appeal outcome.

9. Monitoring and Continuous Improvement

Appeal outcomes are reviewed periodically, designed to align with the continuous improvement requirements of ISO 9001. Qualitect is working towards formal accreditation against ISO standards relevant to its operations. References to ISO alignment describe the framework adopted and do not indicate current certification.

10. Roles and Responsibilities

The Appeals Manager administers the appeals process, conducts the review independently of the original complaint investigation and communicates the outcome. The Appeals Manager must not have been involved in the original complaint investigation.

11. Related Policies

Complaints Procedure, Acceptable Use Policy, Malpractice and Misuse Policy, Data Protection Policy.

12. Review and Update Schedule

This procedure will be reviewed and expanded if Qualitect's services extend to the direct issuance of results or certificates.

13. Contact Information

Appeals: appeals@qualitect.co.uk
General: hello@qualitect.co.uk
Registered office: Qualitect Limited, 32 Willoughby Road, London, N8 0JG
Trading address: 8a Stafford Street, London, W1S 4RU
Website: qualitect.co.uk