About This Policy
This policy sets out how TESS Group handles appeals from learners regarding assessment decisions, internal quality assurance outcomes, and decisions from Awarding Organisations and End Point Assessment Organisations. We are committed to fair, transparent, and impartial treatment of all appeals.
Aims and Principles
We aim to provide learners with a clear route to appeal against decisions that affect their apprenticeship. Our appeals process is designed to:
- Ensure fairness and impartiality in decision-making
- Maintain equality of treatment regardless of background or circumstances
- Guarantee independence in reviewing appeals
- Uphold equal opportunities and anti-discrimination principles
- Provide adjustments for learners with specific learning needs
- Ensure all learners can access the appeals process
Before Raising a Formal Appeal
We encourage informal enquiries before starting the formal appeals process. If you have concerns about a decision, please first discuss this with your Trainer or Skills Coach. Many issues can be resolved quickly and informally through discussion.
This approach often:
- Clarifies misunderstandings immediately
- Allows for explanations of decisions
- Provides an opportunity for discussion before formal procedures
- Helps maintain a positive working relationship
The Four-Stage Appeals Process
If informal discussion does not resolve your concern, you can follow the formal appeals process below. Each stage has specific timescales designed to resolve your appeal fairly and promptly.
Appeal to Trainer or Skills Coach
What this covers: Initial appeals against assessment decisions, feedback, or learning support.
- Acknowledgement of your appeal within 5 working days
- Full outcome within 10 working days of acknowledgement (15 working days total)
Appeal to Internal Quality Assurer
What this covers: Appeals where Stage 1 has not resolved your concern, or appeals against internal quality assurance outcomes.
- Acknowledgement of your appeal within 5 working days
- Full outcome within 10 working days of acknowledgement (15 working days total)
Appeal to Head of Operations
What this covers: Final internal review of appeals where Stage 2 has not resolved your concern.
- Acknowledgement of your appeal within 5 working days
- Full outcome within 10 working days of acknowledgement (15 working days total)
External Escalation to Awarding Organisation or End Point Assessment Organisation
What this covers: Appeals regarding decisions made by your Awarding Organisation or End Point Assessment Organisation, or where internal appeals have been exhausted.
- Some Awarding Organisations or End Point Assessment Organisations may charge a fee for reviewing an appeal. Check their appeals policy for details.
- You must demonstrate that you have exhausted the internal appeals process before escalating externally.
Principles Underpinning Our Appeals Process
All appeals are treated objectively and impartially, without bias or prejudice.
All learners are treated equally regardless of background, protected characteristics, or circumstances.
Appeals are reviewed by people not involved in the original decision.
Adjustments are made for learners with specific needs to ensure they can access the appeals process.
We do not discriminate against learners for exercising their right to appeal.
Appeals are handled confidentially and securely.
What Happens if an Appeal Identifies Delivery Issues
If your appeal reveals that the delivery team has not met required standards, we will implement a development plan to address the issues identified. This ensures continuous improvement and helps prevent similar issues affecting other learners.
Learner Feedback
We welcome feedback about your experience, both positive and constructive. You can share feedback through:
- Formal surveys at key points in your apprenticeship
- Mid-point progress review discussions
- End-point review and exit interviews
- Direct discussion with your Trainer or Skills Coach at any time
Feedback helps us continuously improve our service and your learning experience.
Distinction from Complaints
This appeals policy covers challenges to specific decisions (assessment outcomes, quality assurance findings, etc.). If you have a complaint about the quality of service, treatment, or conduct of staff or the organisation, please refer to our separate Complaints Policy.
Frequently Asked Questions
Can I appeal informally at each stage?
Appeals at Stages 1–3 must be submitted in writing via email. This ensures clarity and provides a record of your appeal and our response. Informal discussions can happen before you decide to appeal formally.
Can I have someone represent me or support me?
Yes. You may ask a colleague, friend, family member, or representative to help you prepare your appeal or attend meetings with you. We will make reasonable adjustments to support your participation in the appeals process.
What if I miss a deadline?
Deadlines are important to ensure fair and timely resolution. If you have a good reason for missing a deadline (e.g., illness, unforeseen circumstances), please contact us to explain. We will consider whether to accept a late appeal on a case-by-case basis.
What happens after my appeal is resolved?
Once your appeal is resolved, we will confirm the outcome in writing. If your appeal is successful, we will explain what steps we will take to put things right. If unsuccessful, we will explain the reasons for the decision and your right to escalate further if appropriate.
Need Support or Information?
For questions about this appeals policy or to submit an appeal, please contact TESS Group:
Address: 109 Innovation Centre, Green Street, Northampton, NN1 1SY
Telephone: 01604 210 500
Contact: Email appeals information via our main office
We are happy to explain the appeals process and support you through it.
Further Information
For information about Ofqual and appeals to Ofqual, visit www.gov.uk/government/organisations/ofqual