Quality Policies and Procedures

Public Assessment Appeals Policy and Procedure

A robust, transparent and completely objective route to challenge an assessment decision or a grading outcome.

Policy reference
GKTC-APP-002
Version
1.0 (September 2026)
Review date
September 2027
Applicable to
All learners registered on regulated Spectator Safety qualifications.

1. Policy statement

Golden Key Training Centre recognises that learners must have a robust, transparent, and completely objective mechanism to challenge any assessment decision or grading outcome.

Because Spectator Safety qualifications are workplace portfolio-assessed rather than exam-based, this policy focuses on ensuring that portfolio reviews, direct observations, and professional discussions are judged fairly, consistently, and without bias.

2. Valid grounds for appeal

An appeal will only be considered valid if it is based on one or more of the following grounds.

Procedural irregularity
The assessor did not follow the assessment criteria set out by Highfield Qualifications, or the assessment principles mapped to the Green Guide.
Assessor bias
Evidence exists of unfair treatment, prejudice, or discrimination by the assessor.
Mitigating circumstances
Severe extenuating circumstances, for example a medical emergency or severe operational disruption at the deployment stadium, occurred during live observation and were communicated but not factored into the assessment decision.

Note. A learner cannot appeal an assessment decision simply because they disagree with the professional judgment of a qualified assessor. Objective evidence of procedural failure or bias must be demonstrated.

3. The three-stage appeals process

Each stage has to be used before the next one opens, and each carries a fixed timescale.

  1. Start

    Assessment decision issued

  2. Stage 1

    Informal assessor review

    Must be raised within 5 working days. The assessor responds within 5 working days.

  3. If unresolved

    Stage 2

    Formal review by the Internal Quality Assurer

    Form submitted within 7 working days. The IQA responds within 10 working days.

  4. If unresolved

    Stage 3

    External escalation to the awarding organisation

    Lodged with Highfield Qualifications within 10 working days of the IQA report.

Stage 1: informal assessor review

  • The learner must raise their concern directly with their allocated Assessor within 5 working days of receiving the disputed assessment decision.
  • The Assessor must review the portfolio evidence alongside the learner, explain their rationale, and complete a Stage 1 Appeals Log (GKTC-FORM-02).
  • The Assessor must respond to the learner with an informal decision within 5 working days of the discussion.

Stage 2: formal review by the Internal Quality Assurer

If the learner is not satisfied with the Stage 1 outcome, the appeal moves to a formal footing.

  • Submission. The learner must submit a completed Formal Appeals Form to the Lead Internal Quality Assurer within 7 working days of receiving the Stage 1 outcome. Stage 1 starts with the Stage 1 Appeals Log.
  • IQA intervention. The Assessor must inform the IQA of the appeal within 24 hours of the request from the learner. The Lead IQA will assume control of the portfolio of the candidate and gather statements from both the learner and the original assessor.
  • The outcome. The IQA will conduct a blind re-assessment of the portfolio evidence and issue a formal written decision within 10 working days.

The IQA has the authority to:

  • Uphold the original assessment decision.
  • Overturn the original assessment decision and award the unit criteria.
  • Order a fresh assessment by an entirely different assessor.

4. External escalation to Highfield Qualifications

Stage 3. This route opens only once Stages 1 and 2 have been fully used.

If the learner has fully exhausted the internal Stage 1 and Stage 2 processes, and believes that Golden Key Training Centre has failed to apply its quality assurance procedures correctly, they can lodge a direct external appeal.

  • Timeline. The appeal must be lodged with Highfield within 10 working days of receiving the Stage 2 IQA decision.
  • Requirement. The learner must provide Highfield with concrete evidence that they have completed the internal appeals process of the centre first. Highfield will not accept direct candidate appeals unless centre procedures have been exhausted, or severe centre malpractice is suspected.

Highfield Qualifications

Phone 01302 363277
info@highfieldassessment.com

Highfield Qualifications
Highfield House
Heavens Walk, Lakeside
Doncaster DN4 5HZ

Final regulator review

The decision made by Highfield Qualifications regarding the validity of assessment and certification outcomes is final. If a learner believes that Highfield broke regulatory protocols during their review, a final procedural complaint can be made to the Office of Qualifications and Examinations Regulation, the qualifications regulator for England.

The complaints policy

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.

Call 01753 247705 Register your interest