{"id":1309,"date":"2026-04-05T10:49:38","date_gmt":"2026-04-05T10:49:38","guid":{"rendered":"https:\/\/www.aquatutors.uk\/?page_id=1309"},"modified":"2026-04-07T00:47:56","modified_gmt":"2026-04-07T00:47:56","slug":"policies-procedures","status":"publish","type":"page","link":"https:\/\/www.aquatutors.uk\/?page_id=1309","title":{"rendered":"Policies &amp; Procedures"},"content":{"rendered":"<ul>\n<li>\n<h3>\n<h2>Aqua Tutors Appeals Policy 2026<\/h2>\n<\/h3>\n<div>\n<h5><strong>Purpose<\/strong><\/h5>\n<p>We are committed to providing an efficient and high standard of service to all. It is our aim to ensure that all assessment outcomes are fair, consistent, and reliable based on the valid judgements of the assessor using the assessment strategy for the STA qualification on offer. However, occasions may arise where the learner may wish to question a decision.<\/p>\n<h5><strong>Policy<\/strong><\/h5>\n<p>We will ensure:<\/p>\n<ul>\n<li>Assessments are carried out by assessors who have the appropriate qualifications, knowledge, understanding, and skills, and the assessments are valid for the subject or qualification in question<br \/>\u25cf Assessment evidence is authentic, solely being produced by the learner in question <br \/>\u25cf Consistency of assessment decisions covering all assessors over time <br \/>\u25cf Appeals are heard by individuals that have the appropriate competence to make decisions in each individual case and have had no prior involvement, or a personal interest in the case.<\/ul>\n<p>Everyone has the right to appeal if they believe that their assessment decision, or a decision following a malpractice or maladministration investigation is incorrect. This policy will define the stages and procedures you would need to follow, guidance is as follows:<\/p>\n<p>\u25cf The process you need to follow to submit an enquiry or appeal<br \/>\u25cf The timescales for an enquiry or appeal<br \/>\u25cf How and when you will be notified of the outcome. <\/p>\n<p>We will accept an appeal in relation to the following:<\/p>\n<p>\u25cf Appeals against results of a course assessment and\/or internal quality assurance monitoring activities<br \/>\u25cf Appeals against a decision made relating to a reasonable adjustment or special considerations application<br \/>\u25cf Appeals against decisions relating to any action taken against a learner following an investigation into malpractice or maladministration.<\/p>\n<p>Firstly, we advise all learners to discuss any concerns or enquiries relating to the result of the assessment with the assessor to resolve the issue. If you are not satisfied with the outcome then please contact the ATC Co-ordinator for further advice and guidance.<\/p>\n<p><h5><strong>ATC Appeals Process<\/strong><\/h5>\n<p> If a learner is unhappy about the assessment decision awarded to them, they must first go through the ATC named above appeals process prior to contacting Safety Training Awards (STA).<\/p>\n<p>Where possible, the ATC Co-ordinator will carry out an initial, informal assessment of the appeal, to ensure the application is complete and to ascertain if the issue can be resolved before it goes to a formal appeal. We may do so over the telephone or via email. In all cases we will ensure that the person carrying out this initial check does not have a personal interest in the decision being appealed. All actions will be confirmed via email. <\/p>\n<p>On occasions a more formal approach is required and in these cases your appeal must be put in writing via email directly to the ATC Co-ordinator. If the appeal cannot be put in writing, a member of our team will relay any verbal communications via email, to ensure all details have been understood. <\/p>\n<h5>How to Submit an Appeal<\/h5>\n<p> Appeals should be made in writing via email to the ATC Co-ordinator within 10 working days of the assessment date. Please find the ATC and ATC Co-ordinator contact details at the start of this policy. <\/p>\n<p>The appeal email must include the following information: <br \/>\u25cf Learner\u2019s name and contact details<br \/>\u25cf Venue \/ site name<br \/>\u25cf Tutors name <br \/>\u25cf Assessors name<br \/>\u25cf Names of others involved <br \/>\u25cf Details of the reasons to appeal<br \/>\u25cf Copies of any supporting evidence. <\/p>\n<p>If the appeal is excessively long or complex, we may ask you to provide a summary so that we are clear what the issues are.<\/p>\n<p>All appeals will be acknowledged within 5 working days, investigated, and a response provided within 14 working days. If the process is likely to take longer, we will contact all involved to inform them of the revised timescale.<\/p>\n<p>We will endeavour to complete any appeals within 14 working days of receipt of the initial appeal. To ensure a fair and thorough investigation, the duration may depend on the nature and severity of the appeal received, and the investigating team member will notify the appellant as soon as possible, if the investigation will take longer than expected. <br \/>If your appeal is not upheld, we will explain the reasons why via telephone and email.<\/p>\n<h5>Procedure to Escalate Appeals to Safety Training Awards (STA)<\/h5>\n<p> A learner may escalate an enquiry or appeal after they have exhausted the ATCs enquiries and appeal process and remain dissatisfied with the outcome. Any enquires and appeals must be submitted to Safety Training Awards (STA) within 28 days of course results being issued to the learner. Please refer to the Safety Training Awards enquiries and appeals policy on the website for further information https:\/\/www.safetytrainingawards.co.uk\/. <\/p>\n<h5>Regulatory Escalation Procedures<\/h5>\n<p>Ofqual (England) and Qualifications Wales (QW) Escalation Procedures<\/p>\n<p>If a customer or learner is not satisfied with the outcome decision from an ATC and Safety Training Awards Enquiries and Appeals procedures, they may escalate an appeal to the relevant regulator. <\/p>\n<p>Please note the regulators are unable to overturn an assessment decision for regulated qualifications that are offered by an Awarding Organisation (AO). <\/p>\n<p><strong>Ofqual<\/strong> <br \/>Earlsdon Park, 53-55 Butts Road<br \/>Coventry, CV1 3BH<br \/>Tel: 0300 303 3344 \/ Email: public.enquiries@ofqual.gov.uk<br \/>https:\/\/assets.publishing.service.gov.uk\/government\/uploads\/system\/uploads\/attachment_data\/file\/1058907\/6905_-_Ofqual_complaints_procedure.pdf <br \/>Qualifications Wales<br \/>Q2 Building, Pencarn Lane,<br \/>Imperial Park, Coedkernew<br \/>Newport, NP10 8AR<br \/>Tel: 01633 373 222 \/ Email: enquiries@qualificationswales.org <br \/>SQA Accreditation (Scotland) Escalation Procedures<br \/>If a customer or learner is not satisfied with the final response from the ATC they may submit their enquiry or appeal to Safety Training Awards by referring to the relevant policy on the website and following the correct procedures.<br \/>If a customer or learner is not satisfied with the outcome of the appeal to Safety Training Awards they may refer the complaint to SQA Accreditation (Scotland). If the complaint relates to delivery by a school or public leisure centre, or any other public body in Scotland, the complaint may also be referred to the Scottish Public Service Ombudsman. Please see below for the relevant contact details: <br \/>SQA Accreditation (Scotland) <br \/>SQA Accreditation, The Optima Building, 58 Robertson Street, Glasgow, G2 8DQ <br \/>Tel: 0345 213 5249 <br \/>Website: SQA Accreditation &#8211; home <br \/>Email: accreditation@sqa.org.uk <br \/>For complaints relating to schools or public leisure centres in Scotland a complaint can be raised with the Scottish Public services Ombudsman as follows:<br \/>SPSO<br \/>Freephone adviceline: 0800 377 7330 <br \/>Fax: 0800 377 7331<br \/>Website: https:\/\/www.spso.org.uk\/how-to-complain-about-public-service<br \/>Online contact form: www.spso.org.uk\/contact-form <br \/>You can fill in our complaints form online at www.spso.org.uk\/complain\/form<br \/>In Person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS <br \/>By Post: Freepost SPSO<br \/>Purpose We are committed to providing an efficient and high standard of service to all. It is our aim to ensure that all assessment outcomes are fair, consistent, and reliable based on the valid judgements of the assessor using the assessment strategy for the STA qualification on offer. However, occasions may arise where the learner may wish to question a decision. Policy We will ensure: \u25cf Assessments are carried out by assessors who have the appropriate qualifications, knowledge, understanding, and skills, and the assessments are valid for the subject or qualification in question \u25cf Assessment evidence is authentic, solely being produced by the learner in question \u25cf Consistency of assessment decisions covering all assessors over time \u25cf Appeals are heard by individuals that have the appropriate competence to make decisions in each individual case and have had no prior involvement, or a personal interest in the case. Everyone has the right to appeal if they believe that their assessment decision, or a decision following a malpractice or maladministration investigation is incorrect. This policy will define the stages and procedures you would need to follow, guidance is as follows: \u25cf The process you need to follow to submit an enquiry or appeal \u25cf The timescales for an enquiry or appeal \u25cf How and when you will be notified of the outcome. We will accept an appeal in relation to the following: \u25cf Appeals against results of a course assessment and\/or internal quality assurance monitoring activities \u25cf Appeals against a decision made relating to a reasonable adjustment or special considerations application \u25cf Appeals against decisions relating to any action taken against a learner following an investigation into malpractice or maladministration.<\/p>\n<p>Firstly, we advise all learners to discuss any concerns or enquiries relating to the result of the assessment with the assessor to resolve the issue. If you are not satisfied with the outcome then please contact the ATC Co-ordinator for further advice and guidance. ATC Appeals Process If a learner is unhappy about the assessment decision awarded to them, they must first go through the ATC named above appeals process prior to contacting Safety Training Awards (STA). Where possible, the ATC Co-ordinator will carry out an initial, informal assessment of the appeal, to ensure the application is complete and to ascertain if the issue can be resolved before it goes to a formal appeal. We may do so over the telephone or via email. In all cases we will ensure that the person carrying out this initial check does not have a personal interest in the decision being appealed. All actions will be confirmed via email. On occasions a more formal approach is required and in these cases your appeal must be put in writing via email directly to the ATC Co-ordinator. If the appeal cannot be put in writing, a member of our team will relay any verbal communications via email, to ensure all details have been understood. How to Submit an Appeal Appeals should be made in writing via email to the ATC Co-ordinator within 10 working days of the assessment date. Please find the ATC and ATC Co-ordinator contact details at the start of this policy. <\/p>\n<p>The appeal email must include the following information:<\/p>\n<ul>\n<li>Learner\u2019s name and contact details<\/li>\n<li>Venue \/ site name<\/li>\n<li>Tutors name<\/li>\n<li>Assessors name<\/li>\n<li>Names of others involved<\/li>\n<li>Details of the reasons to appeal<\/li>\n<li>Copies of any supporting evidence.<\/li>\n<\/ul>\n<p>If the appeal is excessively long or complex, we may ask you to provide a summary so that we are clear what the issues are. All appeals will be acknowledged within 5 working days, investigated, and a response provided within 14 working days.<\/p>\n<p> If the process is likely to take longer, we will contact all involved to inform them of the revised timescale. We will endeavour to complete any appeals within 14 working days of receipt of the initial appeal. To ensure a fair and thorough investigation, the duration may depend on the nature and severity of the appeal received, and the investigating team member will notify the appellant as soon as possible, if the investigation will take longer than expected. If your appeal is not upheld, we will explain the reasons why via telephone and email.<\/p>\n<p>Procedure to Escalate Appeals to Safety Training Awards (STA) A learner may escalate an enquiry or appeal after they have exhausted the ATCs enquiries and appeal process and remain dissatisfied with the outcome. Any enquires and appeals must be submitted to Safety Training Awards (STA) within 28 days of course results being issued to the learner. Please refer to the Safety Training Awards enquiries and appeals policy on the website for further information https:\/\/www.safetytrainingawards.co.uk\/.<\/p>\n<h5>Regulatory Escalation Procedures<\/h5>\n<p> Ofqual (England) and Qualifications Wales (QW) Escalation Procedures If a customer or learner is not satisfied with the outcome decision from an ATC and Safety Training Awards Enquiries and Appeals procedures, they may escalate an appeal to the relevant regulator. Please note the regulators are unable to overturn an assessment decision for regulated qualifications that are offered by an Awarding Organisation (AO). Ofqual Earlsdon Park, 53-55 Butts Road Coventry, CV1 3BH Tel: 0300 303 3344 \/ Email: public.enquiries@ofqual.gov.uk https:\/\/assets.publishing.service.gov.uk\/government\/uploads\/system\/uploads\/attachment_data\/file\/1058907\/6905_-_Ofqual_complaints_procedure.pdf Qualifications Wales Q2 Building, Pencarn Lane, Imperial Park, Coedkernew Newport, NP10 8AR Tel: 01633 373 222 \/ Email: enquiries@qualificationswales.org SQA Accreditation (Scotland) Escalation Procedures If a customer or learner is not satisfied with the final response from the ATC they may submit their enquiry or appeal to Safety Training Awards by referring to the relevant policy on the website and following the correct procedures. If a customer or learner is not satisfied with the outcome of the appeal to Safety Training Awards they may refer the complaint to SQA Accreditation (Scotland). If the complaint relates to delivery by a school or public leisure centre, or any other public body in Scotland, the complaint may also be referred to the Scottish Public Service Ombudsman. Please see below for the relevant contact details: SQA Accreditation (Scotland) SQA Accreditation, The Optima Building, 58 Robertson Street, Glasgow, G2 8DQ Tel: 0345 213 5249 Website: SQA Accreditation &#8211; home Email: accreditation@sqa.org.uk For complaints relating to schools or public leisure centres in Scotland a complaint can be raised with the Scottish Public services Ombudsman as follows: SPSO Freephone adviceline: 0800 377 7330 Fax: 0800 377 7331 Website: https:\/\/www.spso.org.uk\/how-to-complain-about-public-service <\/p>\n<p>Online contact form: www.spso.org.uk\/contact-form<br \/> <br \/>\nYou can fill in our complaints form online at www.spso.org.uk\/complain\/form <br \/>In Person: SPSO, Bridgeside House,<br \/> <br \/>\n99 McDonald Road, Edinburgh, EH7 4NS <\/p>\n<p>By Post: Freepost SPSO<\/p>\n<\/div>\n<\/li>\n<li>\n<h3>\n<h2>Complaints Policy<\/h2>\n<\/h3>\n<div>\n<h5>Purpose<\/h5>\n<p>We are committed to providing an efficient and high standard of service to all. We take every care to ensure we are delivering a high standard of service but are aware that there may be occasions that we do not meet both yours and our expectations, in this instance please raise your concerns with us immediately so we can address them, respond positively, and rectify any mistakes made.<\/p>\n<h5>Policy<\/h5>\n<p>Our policy is to provide equality and fairness for all ATC staff, customers, and learners. We are committed to promoting fairness and equality of treatment to all. We welcome positive or negative feedback from any individual that has been negatively affected by our services. We strive to think our learners have confidence that we will listen to their views and act upon them accordingly.<\/p>\n<p>Our aim is to provide our learners with a clear, precise process to follow when they feel the need to make a complaint.<\/p>\n<p><strong>We aim to ensure:<\/strong><\/p>\n<ul>\n<li>The complaints procedure is an easy process to follow and is prompt and efficient<\/li>\n<li>All complaints are treated as a dissatisfaction with our level of service<\/li>\n<li>The resolution is to the complainant\u2019s satisfaction (explanation, apology, action taken) and our staff when dealing with the complaint are courteous, consultative, and responsive<\/li>\n<li>Complaints and feedback received is reviewed in line with our quality assurance standards to help improve our products and services.<\/li>\n<\/ul>\n<p>\n    <strong>When responding to complaints, we aim to:<\/strong><\/p>\n<ul>\n<li>Be impartial<\/li>\n<li>Facilitate a full and fair investigation by an independent person or panel, where necessary<\/li>\n<li>Address all the points raised and provide an effective and prompt response<\/li>\n<li>Respect confidentiality always<\/li>\n<li>Treat complainants with respect<\/li>\n<li>Keep complainants informed of the progress of the complaints process.<\/li>\n<p>We try to resolve concerns or complaints by informal means wherever possible. Where this is not possible, formal procedures will be followed.\n<\/p>\n<h3>Raising Concerns and How to Make a Complaint<\/h3>\n<p>Everyone has the right to raise a complaint so this policy will define the stages and procedures you would need to follow, guidance is as follows:<\/p>\n<ul>\n<li>The process you need to follow to raise a complaint<\/li>\n<li>The appropriate person who this should be directed to<\/li>\n<li>The timescales for the complaint to be investigated<\/li>\n<li>How and when you will be notified of the outcome.<\/li>\n<\/ul>\n<p>We intend to address complaints as quickly as possible. To achieve this, realistic and reasonable time limits will be set for each action once the necessary details of the complaint have been received.<\/p>\n<p>Where further investigations are necessary, new time limits will be set, and the complainant will be provided of the new deadlines.<\/p>\n<p>We expect that complaints will be made as soon as possible after an incident arises, and no later than 10 working days afterwards. We will consider exceptions to this time frame in circumstances where there were valid reasons for not making a complaint at that time, and the complaint can still be dealt with in a fair manner for all involved.<\/p>\n<\/div>\n<\/li>\n<\/ul>\n<p><!--more--><br \/>\n<!-- {\"type\":\"layout\",\"children\":[{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"media_overlay_gradient\":\"\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"accordion\",\"props\":{\"collapsible\":false,\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"multiple\":true,\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<h5><strong>Purpose<\\\/strong><\\\/h5>\\n\n\n<p>We are committed to providing an efficient and high standard of service to all. It is our aim to ensure that all assessment outcomes are fair, consistent, and reliable based on the valid judgements of the assessor using the assessment strategy for the STA qualification on offer. However, occasions may arise where the learner may wish to question a decision.<\\\/p>\\n\\n\n\n<h5><strong>Policy<\\\/strong><\\\/h5>\\n\n\n<p>We will ensure:<\\\/p>\\n\n\n<ul>\n\n<li>Assessments are carried out by assessors who have the appropriate qualifications, knowledge, understanding, and skills, and the assessments are valid for the subject or qualification in question<br \\\/>\\u25cf Assessment evidence is authentic, solely being produced by the learner in question <br \\\/>\\u25cf Consistency of assessment decisions covering all assessors over time <br \\\/>\\u25cf Appeals are heard by individuals that have the appropriate competence to make decisions in each individual case and have had no prior involvement, or a personal interest in the case.<\\\/ul>\\n\n\n<p><br \\\/>Everyone has the right to appeal if they believe that their assessment decision, or a decision following a malpractice or maladministration investigation is incorrect. This policy will define the stages and procedures you would need to follow, guidance is as follows:<br \\\/><br \\\/>\\u25cf The process you need to follow to submit an enquiry or appeal<br \\\/>\\u25cf The timescales for an enquiry or appeal<br \\\/>\\u25cf How and when you will be notified of the outcome. <br \\\/><br \\\/>We will accept an appeal in relation to the following:<br \\\/><br \\\/>\\u25cf Appeals against results of a course assessment and\\\/or internal quality assurance monitoring activities<br \\\/>\\u25cf Appeals against a decision made relating to a reasonable adjustment or special considerations application<br \\\/>\\u25cf Appeals against decisions relating to any action taken against a learner following an investigation into malpractice or maladministration.<\\\/p>\\n\n\n<p>Firstly, we advise all learners to discuss any concerns or enquiries relating to the result of the assessment with the assessor to resolve the issue. If you are not satisfied with the outcome then please contact the ATC Co-ordinator for further advice and guidance.<\\\/p>\\n\n\n<p>\n\n<h5><strong>ATC Appeals Process<\\\/strong><\\\/h5> If a learner is unhappy about the assessment decision awarded to them, they must first go through the ATC named above appeals process prior to contacting Safety Training Awards (STA).<br \\\/> <br \\\/>Where possible, the ATC Co-ordinator will carry out an initial, informal assessment of the appeal, to ensure the application is complete and to ascertain if the issue can be resolved before it goes to a formal appeal. We may do so over the telephone or via email. In all cases we will ensure that the person carrying out this initial check does not have a personal interest in the decision being appealed. All actions will be confirmed via email. <br \\\/><br \\\/>On occasions a more formal approach is required and in these cases your appeal must be put in writing via email directly to the ATC Co-ordinator. If the appeal cannot be put in writing, a member of our team will relay any verbal communications via email, to ensure all details have been understood. <br \\\/>\n\n<h5>How to Submit an Appeal<\\\/h5> Appeals should be made in writing via email to the ATC Co-ordinator within 10 working days of the assessment date. Please find the ATC and ATC Co-ordinator contact details at the start of this policy. <br \\\/><br \\\/>The appeal email must include the following information: <br \\\/>\\u25cf Learner\\u2019s name and contact details<br \\\/>\\u25cf Venue \\\/ site name<br \\\/>\\u25cf Tutors name <br \\\/>\\u25cf Assessors name<br \\\/>\\u25cf Names of others involved <br \\\/>\\u25cf Details of the reasons to appeal<br \\\/>\\u25cf Copies of any supporting evidence. <br \\\/><br \\\/>If the appeal is excessively long or complex, we may ask you to provide a summary so that we are clear what the issues are.<br \\\/><br \\\/>All appeals will be acknowledged within 5 working days, investigated, and a response provided within 14 working days. If the process is likely to take longer, we will contact all involved to inform them of the revised timescale.<br \\\/><br \\\/>We will endeavour to complete any appeals within 14 working days of receipt of the initial appeal. To ensure a fair and thorough investigation, the duration may depend on the nature and severity of the appeal received, and the investigating team member will notify the appellant as soon as possible, if the investigation will take longer than expected. <br \\\/>If your appeal is not upheld, we will explain the reasons why via telephone and email.<br \\\/><br \\\/>\n\n<h5>Procedure to Escalate Appeals to Safety Training Awards (STA)<\\\/h5> A learner may escalate an enquiry or appeal after they have exhausted the ATCs enquiries and appeal process and remain dissatisfied with the outcome. Any enquires and appeals must be submitted to Safety Training Awards (STA) within 28 days of course results being issued to the learner. Please refer to the Safety Training Awards enquiries and appeals policy on the website for further information https:\\\/\\\/www.safetytrainingawards.co.uk\\\/. \n\n<h5><br \\\/>Regulatory Escalation Procedures<\\\/h5>Ofqual (England) and Qualifications Wales (QW) Escalation Procedures<br \\\/><br \\\/>If a customer or learner is not satisfied with the outcome decision from an ATC and Safety Training Awards Enquiries and Appeals procedures, they may escalate an appeal to the relevant regulator. <br \\\/><br \\\/>Please note the regulators are unable to overturn an assessment decision for regulated qualifications that are offered by an Awarding Organisation (AO). <br \\\/><br \\\/><strong>Ofqual<\\\/strong> <br \\\/>Earlsdon Park, 53-55 Butts Road<br \\\/>Coventry, CV1 3BH<br \\\/>Tel: 0300 303 3344 \\\/ Email: public.enquiries@ofqual.gov.uk<br \\\/>https:\\\/\\\/assets.publishing.service.gov.uk\\\/government\\\/uploads\\\/system\\\/uploads\\\/attachment_data\\\/file\\\/1058907\\\/6905_-_Ofqual_complaints_procedure.pdf <br \\\/>Qualifications Wales<br \\\/>Q2 Building, Pencarn Lane,<br \\\/>Imperial Park, Coedkernew<br \\\/>Newport, NP10 8AR<br \\\/>Tel: 01633 373 222 \\\/ Email: enquiries@qualificationswales.org <br \\\/>SQA Accreditation (Scotland) Escalation Procedures<br \\\/>If a customer or learner is not satisfied with the final response from the ATC they may submit their enquiry or appeal to Safety Training Awards by referring to the relevant policy on the website and following the correct procedures.<br \\\/>If a customer or learner is not satisfied with the outcome of the appeal to Safety Training Awards they may refer the complaint to SQA Accreditation (Scotland). If the complaint relates to delivery by a school or public leisure centre, or any other public body in Scotland, the complaint may also be referred to the Scottish Public Service Ombudsman. Please see below for the relevant contact details: <br \\\/>SQA Accreditation (Scotland) <br \\\/>SQA Accreditation, The Optima Building, 58 Robertson Street, Glasgow, G2 8DQ <br \\\/>Tel: 0345 213 5249 <br \\\/>Website: SQA Accreditation - home <br \\\/>Email: accreditation@sqa.org.uk <br \\\/>For complaints relating to schools or public leisure centres in Scotland a complaint can be raised with the Scottish Public services Ombudsman as follows:<br \\\/>SPSO<br \\\/>Freephone adviceline: 0800 377 7330 <br \\\/>Fax: 0800 377 7331<br \\\/>Website: https:\\\/\\\/www.spso.org.uk\\\/how-to-complain-about-public-service<br \\\/>Online contact form: www.spso.org.uk\\\/contact-form <br \\\/>You can fill in our complaints form online at www.spso.org.uk\\\/complain\\\/form<br \\\/>In Person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS <br \\\/>By Post: Freepost SPSO<br \\\/>Purpose We are committed to providing an efficient and high standard of service to all. It is our aim to ensure that all assessment outcomes are fair, consistent, and reliable based on the valid judgements of the assessor using the assessment strategy for the STA qualification on offer. However, occasions may arise where the learner may wish to question a decision. Policy We will ensure: \\u25cf Assessments are carried out by assessors who have the appropriate qualifications, knowledge, understanding, and skills, and the assessments are valid for the subject or qualification in question \\u25cf Assessment evidence is authentic, solely being produced by the learner in question \\u25cf Consistency of assessment decisions covering all assessors over time \\u25cf Appeals are heard by individuals that have the appropriate competence to make decisions in each individual case and have had no prior involvement, or a personal interest in the case. Everyone has the right to appeal if they believe that their assessment decision, or a decision following a malpractice or maladministration investigation is incorrect. This policy will define the stages and procedures you would need to follow, guidance is as follows: \\u25cf The process you need to follow to submit an enquiry or appeal \\u25cf The timescales for an enquiry or appeal \\u25cf How and when you will be notified of the outcome. We will accept an appeal in relation to the following: \\u25cf Appeals against results of a course assessment and\\\/or internal quality assurance monitoring activities \\u25cf Appeals against a decision made relating to a reasonable adjustment or special considerations application \\u25cf Appeals against decisions relating to any action taken against a learner following an investigation into malpractice or maladministration.<\\\/p>\\n\n\n<p><br \\\/><br \\\/>Firstly, we advise all learners to discuss any concerns or enquiries relating to the result of the assessment with the assessor to resolve the issue. If you are not satisfied with the outcome then please contact the ATC Co-ordinator for further advice and guidance. ATC Appeals Process If a learner is unhappy about the assessment decision awarded to them, they must first go through the ATC named above appeals process prior to contacting Safety Training Awards (STA). Where possible, the ATC Co-ordinator will carry out an initial, informal assessment of the appeal, to ensure the application is complete and to ascertain if the issue can be resolved before it goes to a formal appeal. We may do so over the telephone or via email. In all cases we will ensure that the person carrying out this initial check does not have a personal interest in the decision being appealed. All actions will be confirmed via email. On occasions a more formal approach is required and in these cases your appeal must be put in writing via email directly to the ATC Co-ordinator. If the appeal cannot be put in writing, a member of our team will relay any verbal communications via email, to ensure all details have been understood. How to Submit an Appeal Appeals should be made in writing via email to the ATC Co-ordinator within 10 working days of the assessment date. Please find the ATC and ATC Co-ordinator contact details at the start of this policy. \\n    \\n\n\n<p>The appeal email must include the following information:<\\\/p>\\n\n\n<ul>\n\n<li>Learner\\u2019s name and contact details<\\\/li>\\n    \n\n<li>Venue \\\/ site name<\\\/li>\\n    \n\n<li>Tutors name<\\\/li>\\n    \n\n<li>Assessors name<\\\/li>\\n    \n\n<li>Names of others involved<\\\/li>\\n    \n\n<li>Details of the reasons to appeal<\\\/li>\\n    \n\n<li>Copies of any supporting evidence.<\\\/li><\\\/ul>\\n\n\n<p>If the appeal is excessively long or complex, we may ask you to provide a summary so that we are clear what the issues are. All appeals will be acknowledged within 5 working days, investigated, and a response provided within 14 working days.<\\\/p>\\n\\n\n\n<p> If the process is likely to take longer, we will contact all involved to inform them of the revised timescale. We will endeavour to complete any appeals within 14 working days of receipt of the initial appeal. To ensure a fair and thorough investigation, the duration may depend on the nature and severity of the appeal received, and the investigating team member will notify the appellant as soon as possible, if the investigation will take longer than expected. If your appeal is not upheld, we will explain the reasons why via telephone and email.<\\\/p> \\n\\n\n\n<p>Procedure to Escalate Appeals to Safety Training Awards (STA) A learner may escalate an enquiry or appeal after they have exhausted the ATCs enquiries and appeal process and remain dissatisfied with the outcome. Any enquires and appeals must be submitted to Safety Training Awards (STA) within 28 days of course results being issued to the learner. Please refer to the Safety Training Awards enquiries and appeals policy on the website for further information https:\\\/\\\/www.safetytrainingawards.co.uk\\\/.<\\\/p> \n\n<h5>Regulatory Escalation Procedures<\\\/h5> Ofqual (England) and Qualifications Wales (QW) Escalation Procedures If a customer or learner is not satisfied with the outcome decision from an ATC and Safety Training Awards Enquiries and Appeals procedures, they may escalate an appeal to the relevant regulator. Please note the regulators are unable to overturn an assessment decision for regulated qualifications that are offered by an Awarding Organisation (AO). Ofqual Earlsdon Park, 53-55 Butts Road Coventry, CV1 3BH Tel: 0300 303 3344 \\\/ Email: public.enquiries@ofqual.gov.uk https:\\\/\\\/assets.publishing.service.gov.uk\\\/government\\\/uploads\\\/system\\\/uploads\\\/attachment_data\\\/file\\\/1058907\\\/6905_-_Ofqual_complaints_procedure.pdf Qualifications Wales Q2 Building, Pencarn Lane, Imperial Park, Coedkernew Newport, NP10 8AR Tel: 01633 373 222 \\\/ Email: enquiries@qualificationswales.org SQA Accreditation (Scotland) Escalation Procedures If a customer or learner is not satisfied with the final response from the ATC they may submit their enquiry or appeal to Safety Training Awards by referring to the relevant policy on the website and following the correct procedures. If a customer or learner is not satisfied with the outcome of the appeal to Safety Training Awards they may refer the complaint to SQA Accreditation (Scotland). If the complaint relates to delivery by a school or public leisure centre, or any other public body in Scotland, the complaint may also be referred to the Scottish Public Service Ombudsman. Please see below for the relevant contact details: SQA Accreditation (Scotland) SQA Accreditation, The Optima Building, 58 Robertson Street, Glasgow, G2 8DQ Tel: 0345 213 5249 Website: SQA Accreditation - home Email: accreditation@sqa.org.uk For complaints relating to schools or public leisure centres in Scotland a complaint can be raised with the Scottish Public services Ombudsman as follows: SPSO Freephone adviceline: 0800 377 7330 Fax: 0800 377 7331 Website: https:\\\/\\\/www.spso.org.uk\\\/how-to-complain-about-public-service \\n\n\n<p>Online contact form: www.spso.org.uk\\\/contact-form<br \/> \\nYou can fill in our complaints form online at www.spso.org.uk\\\/complain\\\/form <br \/>In Person: SPSO, Bridgeside House,<br \/> \\n99 McDonald Road, Edinburgh, EH7 4NS \n\nBy Post: Freepost SPSO<\\\/p>\",\"title\":\"\n\n<h2>Aqua Tutors Appeals Policy 2026<\\\/h2>\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<h5>Purpose<\\\/h5>\\n\n\n<p>We are committed to providing an efficient and high standard of service to all. We take every care to ensure we are delivering a high standard of service but are aware that there may be occasions that we do not meet both yours and our expectations, in this instance please raise your concerns with us immediately so we can address them, respond positively, and rectify any mistakes made.<\\\/p>\\n\\n\n\n<h5>Policy<\\\/h5>\\n\n\n<p>Our policy is to provide equality and fairness for all ATC staff, customers, and learners. We are committed to promoting fairness and equality of treatment to all. We welcome positive or negative feedback from any individual that has been negatively affected by our services. We strive to think our learners have confidence that we will listen to their views and act upon them accordingly.<\\\/p> \\n\n\n<p>Our aim is to provide our learners with a clear, precise process to follow when they feel the need to make a complaint.<\\\/p> \\n\\n\n\n<p><strong>We aim to ensure:<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>The complaints procedure is an easy process to follow and is prompt and efficient<\\\/li>\\n\n\n<li>All complaints are treated as a dissatisfaction with our level of service<\\\/li> \\n\n\n<li>The resolution is to the complainant\\u2019s satisfaction (explanation, apology, action taken) and our staff when dealing with the complaint are courteous, consultative, and responsive<\\\/li> \\n\n\n<li>Complaints and feedback received is reviewed in line with our quality assurance standards to help improve our products and services.<\\\/li><\\\/ul> \\n\\n\\n\n\n<p>\\n    <strong>When responding to complaints, we aim to:<\\\/strong><\\\/p>\\n\n\n<ul>\\n    \n\n<li>Be impartial<\\\/li> \\n    \n\n<li>Facilitate a full and fair investigation by an independent person or panel, where necessary<\\\/li>\\n    \n\n<li>Address all the points raised and provide an effective and prompt response<\\\/li>\\n    \n\n<li>Respect confidentiality always<\\\/li>\\n    \n\n<li>Treat complainants with respect<\\\/li> \\n    \n\n<li>Keep complainants informed of the progress of the complaints process.<\\\/li> \\n\n\n<p>We try to resolve concerns or complaints by informal means wherever possible. Where this is not possible, formal procedures will be followed.\\n<\\\/p>\\n\n\n<h3>Raising Concerns and How to Make a Complaint<\\\/h3>\\n\n\n<p>Everyone has the right to raise a complaint so this policy will define the stages and procedures you would need to follow, guidance is as follows:<\\\/p>\\n    \n\n<ul>\\n        \n\n<li>The process you need to follow to raise a complaint<\\\/li>\\n        \n\n<li>The appropriate person who this should be directed to<\\\/li>\\n        \n\n<li>The timescales for the complaint to be investigated<\\\/li> \\n\n\n<li>How and when you will be notified of the outcome.<\\\/li> <\\\/ul>\\n\n\n<p>We intend to address complaints as quickly as possible. To achieve this, realistic and reasonable time limits will be set for each action once the necessary details of the complaint have been received.<\\\/p> \\n\n\n<p>Where further investigations are necessary, new time limits will be set, and the complainant will be provided of the new deadlines.<\\\/p> \\n\n\n<p>We expect that complaints will be made as soon as possible after an incident arises, and no later than 10 working days afterwards. We will consider exceptions to this time frame in circumstances where there were valid reasons for not making a complaint at that time, and the complaint can still be dealt with in a fair manner for all involved.<\\\/p>\\n\",\"title\":\"\n\n<h2>Complaints Policy<\\\/h2>\"}}]}]}]}]}],\"version\":\"3.0.27\"} --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Aqua Tutors Appeals Policy 2026 Purpose We are committed to providing an efficient and high standard of service to all. It is our aim to ensure that all assessment outcomes are fair, consistent, and reliable based on the valid judgements of the assessor using the assessment strategy for the STA qualification on offer. However, occasions [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1309","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.aquatutors.uk\/index.php?rest_route=\/wp\/v2\/pages\/1309","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.aquatutors.uk\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.aquatutors.uk\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.aquatutors.uk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.aquatutors.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1309"}],"version-history":[{"count":12,"href":"https:\/\/www.aquatutors.uk\/index.php?rest_route=\/wp\/v2\/pages\/1309\/revisions"}],"predecessor-version":[{"id":1323,"href":"https:\/\/www.aquatutors.uk\/index.php?rest_route=\/wp\/v2\/pages\/1309\/revisions\/1323"}],"wp:attachment":[{"href":"https:\/\/www.aquatutors.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1309"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}