Quality Policies and Procedures
How to raise a complaint about the centre, and how to challenge an assessment decision. Both policies say what we will do, and by when.
Not enrolling yet. Golden Key does not yet hold awarding organisation approval for these qualifications, so we cannot take learners or enter anyone for assessment. These policies are published now so that they are in place before the first learner registers.
Two policies, two routes
Complaints and appeals are separate processes and they go to different people. A dispute about an assessment decision or a portfolio grade is an appeal, not a complaint.
Policy 1
Public Complaints Policy and Procedure
For the standard of our service, the conduct of our staff, administrative failures, and the learning environment. Three stages, from an informal conversation through to an internal review panel.
Read the complaints policyPolicy 2
Public Assessment Appeals Policy and Procedure
For challenging an assessment decision or a portfolio grade on the grounds of procedural irregularity, assessor bias or mitigating circumstances. Three stages, ending with the awarding organisation.
Read the appeals policyWhich one applies
Use the complaints policy if the problem is with how we ran something: teaching, tutor support, resources, staff conduct, registration, certificates, communication, or the room you were taught in.
Use the appeals policy if the problem is with a judgement made about your work: an assessment decision, an observation, a professional discussion, or a portfolio grade.
Grading disputes are never complaints. The complaints policy does not cover disputes about assessment decisions or portfolio grading. Those go through the appeals policy, which has its own grounds and its own timescales.
Talk to the centre
If you are not sure whether your concern is a complaint or an appeal, call and ask. We would rather point you at the right process than have you use the wrong one and lose time.