Complaints & Appeals Policy
Black & White Academy Ltd
How to raise a concern or challenge an assessment decision
Purpose
Black & White Academy Ltd aims to provide clear information, fair teaching and respectful treatment. This policy explains how learners, parents or carers of under-18s where appropriate, clients and partners can raise a complaint. It also explains how learners can ask for an assessment decision to be reviewed.
Informal Resolution
Where appropriate and safe, raise the issue with the tutor or relevant contact first. Explain what happened, when it happened and what outcome you are seeking. We will try to resolve straightforward concerns promptly.
Formal Complaint
If the matter is not resolved informally, submit a written complaint to info@blackandwhiteacademyltd.com or contact the academy by telephone. Include your name and preferred contact method, the course or service involved, a clear description of the concern, relevant dates and any supporting information. Tell us if you need an accessible way to make the complaint.
Acknowledgement & Investigation
The academy will acknowledge the complaint within a reasonable period, normally within five working days, where practicable. An appropriate person will review the information, seek relevant responses and keep information as confidential as reasonably possible. We aim to provide a written outcome within 20 working days. If more time is needed, we will explain why and provide an updated timescale.
Assessment Appeals
If you disagree with an assessment decision, first ask the assessor to explain the decision and the criteria used. If you remain dissatisfied, submit an appeal in writing, identifying the decision and reasons for appeal. The decision should be reviewed by an appropriate person who was not solely responsible for the original decision where practicable. The review may confirm the decision, arrange reassessment or identify another fair remedy.
Awarding Organisation or External Qualifications
Where a course or qualification is delivered under an awarding organisation's rules, the relevant awarding organisation's procedures and deadlines may also apply. The academy will explain the appropriate route where applicable. Do not assume an academy appeal replaces any external deadline.
Safeguarding & Urgent Concerns
A safeguarding concern, allegation of abuse or immediate safety risk should not wait for the ordinary complaints process. Contact the Designated Safeguarding Lead, Aishia-Ruth Palmer, through the academy's official contact details. If someone is in immediate danger, call 999.
Outcome & Records
The academy will explain the outcome and any actions to be taken. Records will be stored securely and retained in line with applicable data protection and retention arrangements. Raising a complaint in good faith should not lead to unfair treatment.
Review & Contact
For questions or to submit a complaint or appeal, contact:
Aishia-Ruth Palmer