Practical Refrigeration Training Centre Ltd (PRTC) is committed to the provision of excellent quality services to the students we support. We welcome your feedback in order to improve the quality of our service and if at any time our delivery does not meet our usual standards, please let us know. This policy supports all learners in raising areas of concern as easily as possible and ensures a standardised approach to resolution.

Scope

This policy applies to all learners undertaking training with PRTC and staff involved in the management, quality assurance, delivery, support, and administration. This policy is in conjunction with City & Guilds complaints and appeals procedures for those working towards City & Guilds regulated qualifications.

Supporting documents and policies include:

• Quality Policy Procedures
• Whistleblowing
• Equality and Diversity
• Safeguarding and Prevent
• Data Protection
• Health and Safety Policy
• RPL Policy

Complaints Procedure

A complaint is an expression of dissatisfaction about our products, services or the complaints handling process itself. Examples may include, certificate spelling errors, lack of response to queries or the quality of our services.

We aim to deal with all complaints promptly, politely and, when appropriate, with confidentiality. We will endeavour to respond straight away, and where further investigation is required, we’ll acknowledge the complaint and ensure updates are provided on the progress.

Complaint resolution timescales: PRTC will acknowledge receipt of a complaint within 5 working days. We will aim to investigate and provide a full written response within 20 working days of receiving the complaint. Where a complaint is complex or requires further investigation, we will inform the complainant of the reason for any delay and provide regular updates until the matter is resolved.

Where dissatisfied, the candidate can address this complaint by contacting one of the below Service Team members:

Robert Whalley – General Manager/ IQA

Robert@pendle-refrig.co.uk

Tamsin Donohoe – Training Director and HR

Tamsin@pendle-refrig.co.uk

Company Head:

Glen Greenbank – Managing Director/IQA

Glen@pendle-refrig.co.uk

Once we have completed our investigation, we will explain what went wrong and why, apologise when it is appropriate and take action to remedy the situation as soon as possible. If you are not satisfied with the outcome of your complaint, you can take the matter further by asking for the complaint to be escalated to the appropriate manager who will evaluate all the information and ensure the correct process has been carried out.

Complaints must first be raised formally through PRTC complaints procedure. If the candidate is not satisfied by the outcome of the complaint, it is possible to contact the appropriate regulatory body below, providing evidence of the initial complaint:

City & Guilds: feedbackandcomplaints@cityandguilds.com

The Office of Qualifications and Examinations Regulation (Ofqual) public.enquiries@ofqual.gov.uk

Appeals

Candidates have the right to appeal should concerns be raised over an assessment decision. A complaint should be discussed between the candidate and the assessor and/or tutor in the first instance to try and resolve the issue as promptly as possible.

Where dissatisfied, the candidate can address this complaint further by contacting one of the PRTC Service Team members.

If there is a disagreement with a City & Guilds ruling, candidates can contact City & Guild’s Customer Services department directly:

Tel: 020 7294 8444 Open: Monday to Friday 08:00h-18:00h

Email: feedbackandcomplaints@cityandguilds.com

Further learner enquires can also be sent to:

Tel: 01924 930801 Open: Monday to Friday 08:00h-18:00h

Email: learnersupport@cityandguilds.com

 

Reasonable Adjustments and Exemptions

Candidates should complete assessments, in full, wherever possible. If candidates complete an assessment but are disadvantaged, they may be eligible for a special consideration. For internal appeals, PRTC Service Team members can be contacted and will investigate, record and determine eligibility. If this applies to City & Guilds qualifications the PRTC Service Team must ensure to contact City & Guilds as soon as possible.

Access arrangements and reasonable adjustments must be authorised in advance. These allow candidates to show what they know and can do without changing the demands of the assessment. For example, through the use of readers, scribes and Braille question papers. They allow candidates with special educational needs, disabilities, or temporary injuries to access the assessment. Access arrangements are agreed before an assessment and records are kept securely with learner documentation.

As a last resort, an exemption from any component can be requested for a disabled candidate who cannot use assistive technology, if the candidate cannot access any part of the assessment. For City & Guilds examinations, staff and learners can email policy@cityandguilds.com if any candidates may need an exemption or access arrangements.

Malpractice / Maladministration Policy

PRTC is committed to providing high-quality qualifications which are assessed and awarded consistently, accurately and fairly. To this end we require everyone that is involved in the implementation, assessment and quality assurance of our Centre services to demonstrate honesty and integrity.

Malpractice means any act, default or practice which is a breach of the Regulations or which:

• Gives rise to prejudice to learners; and/or
• Compromises public confidence in qualifications; and/or
• Compromises, attempts to compromise or may compromise the process of assessment, the integrity of any qualification or the validity of a result or certificate; and/or
• Damages the authority, reputation or credibility of any awarding organisation or centre or any officer, employee or agent of any awarding organisation or centre.
• Malpractice includes maladministration and instances of non-compliance with the regulations and requirements.

Maladministration is defined as any activity, practice or omission which results in centre or learner non-compliance with administrative regulations and requirements. For example, persistent mistakes or poor administration resulting in the failure to keep appropriate learner assessment records.

Once a notification/ allegation of malpractice has been received, the Service Team will investigate to determine a course of action / penalty. Centre staff who discover or suspect malpractice must immediately report this to the Company Head.

For all concerns relating to City & Guilds regulated qualifications the Company Head is required to notify the City & Guilds’ Investigation & Compliance team of all allegations or incidents of malpractice, actual or suspected within 10 working days of it being reported to them and prior to the commencement of any internal investigation activity.

Centre staff and/or learner reports of malpractice should be sent to: investigationandcompliance@cityandguilds.com  

Plagiarism

Plagiarism as defined in context to qualifications as learners authenticating and submitting any work for assessment that is attributable to another identifiable person or source without referencing the work to the source from which it was obtained.

Examiners, Moderators, and Quality Assurers who identify suspected plagiarism should follow the process of reporting malpractice.

Use of Data

We may process personal data if required by law or where processing is necessary to pursue our legitimate interests as a provider of training, assessment, and certification products and/or services. This includes processing in relation to our quality assurance processes, an investigation, appeal, or complaint or to prevent and detect crime and/or assist with the apprehension or prosecution of offenders.

With respect to special category data, such data may also be processed if necessary for reasons of substantial public interest, including for the prevention or detection of unlawful acts or in compliance with, or to assist third parties to comply with, any regulatory requirements relating to the investigation of unlawful acts, dishonesty or malpractice. We may share personal data (including any special category data) with law enforcement or other authorities or agencies if required by law or where we otherwise deem it necessary for the purposes of our legitimate interests. This may include, without being limited to, responding to requests for information from such authorities or agencies, or sharing information with them in connection with our quality assurance processes, an investigation, appeal or complaint. In such circumstances, we may share personal data without informing the individual it relates to.

Practical Refrigeration Training Centre will retain in a secure manner any information or evidence related to an investigation, appeal or complaint in line with our Data Protection Policy. Where an incident involves law enforcement or other authority retention of information will be compliant with any legal or regulatory requirements.