Purpose of the policy
The purpose of this policy is to confirm the arrangements for complaints at John Cabot Academy and confirms compliance with JCQ’s General Regulations for Approved Centres (sections 5.3, 5.8) in drawing to the attention of candidates and their parents/carers its written complaints and appeals procedure which covers general complaints regarding the centre’s delivery or administration of a qualification.
Grounds for complaint
A candidate (or his/her/parent/carer) at John Cabot Academy may make a complaint on the grounds below (This is not an exhaustive list).
Teaching and Learning
- Quality of teaching and learning, for example:
- Non-subject specialist teacher without adequate training/subject matter expertise utilised on a long-term basis
- Teacher lacking knowledge of new specification/incorrect core content studied/taught
- Core content not adequately covered
- Inadequate feedback for a candidate following assessment(s)
- Pre-release/advance material/set task issued by the awarding body not provided on time to an examination candidate
- The taking of an assessment, which contributes to the final grade of the qualification, not conducted according to the JCQ/awarding body instructions
- Candidate not informed of their centre assessed mark prior to marks being submitted to the awarding body
- Candidate not informed of their centre assessed mark in sufficient time to request/appeal a review of marking prior to marks being submitted to the awarding body
- Candidate not given sufficient time to review materials to make a decision whether to request a review of the centre assessed mark
- Candidate unhappy with internal assessment decision (complainant to refer to the centre’s internal appeals procedure)
- Centre fails to adhere to its internal appeals procedure
Additional grounds for complaint relating to teaching and learning: Not applicable
Access arrangements and special consideration
- Candidate not assessed by the centre’s appointed assessor
- Candidate not involved in decisions made regarding their access arrangements
- Candidate did not consent to record their personal data online (by the non-acquisition of a completed candidate personal data consent form)
- Candidate not informed/adequately informed of the arrangement(s) in place and the subjects or components of subjects where the arrangement(s) would not apply
- Examination information not appropriately adapted for a disabled candidate to access it
- Adapted equipment/assistive technology put in place failed during examination/assessment
- Approved access arrangement(s) not put in place at the time of an examination/assessment
- Appropriate arrangement(s) not put in place at the time of an examination/assessment as a consequence of a temporary injury or impairment
- Candidate unhappy with centre decision relating to access arrangements or special consideration (complainant to refer to the centre’s internal appeals procedure)
- Centre fails to adhere to its internal appeals procedure
Additional grounds for complaint relating to access arrangements: Not applicable
Entries
- Failure to clearly explain a decision of early entry for a qualification to candidate (or parent/carer)
- Candidate not entered/entered late (incurring a late entry fee) for a required examination/assessment
- Candidate entered for a wrong examination/assessment
- Candidate entered for a wrong tier of entry
Additional grounds for complaint relating to examination entries: Not applicable
Conducting examinations
- Failure to adequately brief candidate on examination timetable/regulations prior to examination/assessment taking place
- Room in which assessment held did not provide candidate with appropriate conditions for taking the examination
- Inadequate invigilation in examination room
- Failure to conduct the examination according to the regulations
- Online system failed during (on-screen) examination/assessment
- Disruption during the examination/assessment
- Alleged, suspected or actual malpractice incident not investigated/reported
- Failure to inform/update candidate on the accepted/rejected outcome of a special consideration application if provided by awarding body
Additional grounds for complaint relating to the conducting of examinations:
Not applicable
Results and Post-Results
- Before examinations, candidate not made aware of the arrangements for post-results services and the availability of senior members of centre staff after the publication of results
- Candidate not having access to a member of senior staff after the publication of results to discuss/make a decision on the submission of a results review/enquiry
- Candidate request for return of work after moderation and work not available/disposed of earlier than allowed in the regulations
- Candidate (or parent/carer) unhappy with a result (complainant to refer via exams officer to awarding body post-results services)
- Candidate (or parent/carer) unhappy with a centre decision not to support a clerical re-check, a review of marking, a review of moderation or an appeal (complainant to refer to the centre’s internal appeals procedure)
- Centre fails to adhere to its internal appeals procedure
- Centre applied for the wrong post-results service/for the wrong script for a candidate
- Centre missed awarding body deadline to apply for a post-results service
- Centre applied for a post-results service for a candidate without gaining required candidate consent/permission
Additional grounds for complaint relating to results and post-results:
Not applicable
Raising a concern/complaint
If a candidate (or parent/carer) has a general concern or complaint about the centre’s delivery or administration of a qualification, John Cabot Academy encourages an informal resolution in the first instance. This can be undertaken by emailing the academy at jcainfo@clf.uk or p16info@clf.uk in the first instances with details of their complaint. The Complaints coordinator for the academy will raise the complaint with the relevant staff member for follow up and action..
If a concern or complaint fails to be resolved informally, the candidate (or parent/carer) is then at liberty to make a formal complaint.
How to make a formal complaint
All documentation relating to the submission of a formal complaint is available from, and should be returned to the Complaints Coordinator in the academy. All formal complaints should be made in writing.. Formal complaints will be logged and acknowledged within 3 school days or as soon as reasonably practicable during school holidays..
To make a formal complaint, candidates (or parents/carers) must raise the issue with the Academy directly. All formal complaints should be made in writing..
How a formal complaint is investigated
The head of centre will further investigate or appoint a member of the senior leadership team who is not involved in the grounds for complaint and has no personal interest in the outcome to investigate the complaint and report on the findings and conclusion.
The findings and conclusion of any investigation will be provided to the complainant within 30 school days of receipt of the complaint..
Internal appeals procedure
Following the outcome, if the complainant remains dissatisfied and believes there are clear grounds, an appeal can be submitted.
To submit an appeal, candidates (or parents/carers) must write to the Clerk to the Academy Council giving full details of the complaint enclosing all relevant supporting documentation within 15 school days of receipt of the decision under stage 1 of the formal complaint. A request for a panel hearing will only be considered if the complainant has invoked stage 1 of the complaints process.
Appeals will be logged and acknowledged within 3 school days or as soon as reasonably practicable during school holidays..
The appeal will be referred to the Chair or a nominated Councillor from the academy concerned who will, once in receipt of the complaint, schedule a hearing to take place as soon as practicable and normally within 20 school days..
It will be the responsibility of the Chair of the Complaints Panel to inform the appellant of the final conclusion in accordance with the internal appeals procedure.
Additional details on the internal appeals process:
A formal response will be provided within 30 school days of receipt of the complaint escalation wherever practicable. If it is not possible to respond to the complainant within this timeframe, a a letter explaining the reasons for this and an expected full response date ill be issued.
Changes 2023/24
(Changed) All references to complaints and appeals procedure (To) complaints policy (Changed) Heading – Complaints and appeals procedure (To) Raising a concern/complaint
(Changed) Sub-heading – Appeals (To) Heading – Internal appeals procedure and updated the process
Centre-specific changes
Upon review in September 2023, no centre-specific updates or changes were applicable to this document
