Complaints Policy
1. Purpose of the Policy

Quality Awards and Vocational Accreditation (QAVA) is committed to maintaining the highest standards of integrity, fairness, and quality assurance in all its awarding, accreditation, and regulatory activities.
This Complaints Policy sets out a clear, transparent, and fair process for handling complaints, in line with the expectations and standards of UK awarding bodies such as OTHM and ATHE.

The policy ensures that all complaints are handled consistently, impartially, and within reasonable timescales, and that outcomes are used to support continuous improvement.

2. Scope

This policy applies to complaints raised by:

  • Approved Centres and prospective Centres
  • Learners and prospective Learners
  • Tutors, Assessors, Internal Quality Assurers (IQA)
  • External Quality Assurers (EQA)
  • Partners, stakeholders, and members of the public

Complaints may relate to:

  • QAVA policies, procedures, or decisions
  • Centre approval, monitoring, or quality assurance activities
  • Assessment, moderation, or verification processes
  • Staff conduct or professional behaviour
  • Administrative or service-related issues

This policy does not cover academic appeals, malpractice, or assessment decisions, which are governed by separate QAVA policies.

3. Principles

QAVA handles complaints based on the following principles:

  • Fairness and impartiality
  • Confidentiality and data protection
  • Transparency and accountability
  • Timely resolution
  • Continuous improvement

No individual will be disadvantaged or treated unfairly for raising a complaint in good faith.

4. Informal Resolution

Where possible, complainants are encouraged to resolve concerns informally by contacting QAVA directly. Many issues can be addressed quickly through clarification or discussion without the need for a formal complaint.

If informal resolution is not satisfactory, a formal complaint may be submitted.

5. Formal Complaints Procedure
Step 1: Submission of Complaint

Formal complaints must be submitted in writing and should include:

  • Full name and contact details of the complainant
  • Clear description of the complaint
  • Relevant dates, evidence, and supporting documents
  • Details of any previous attempts to resolve the issue

Complaints should be sent to:
📧 info@qava.org.uk
(Subject line: Formal Complaint)

Step 2: Acknowledgement

QAVA will acknowledge receipt of the complaint within 5 working days, confirming that it is under review.

Step 3: Investigation

The complaint will be investigated by an appropriate senior member of staff who has not been directly involved in the matter.
Where necessary, additional information may be requested from the complainant or relevant parties.

QAVA aims to complete investigations and issue a written response within 20 working days of acknowledgement.

Step 4: Outcome and Response

The outcome will be communicated in writing and may include:

  • Acceptance or rejection of the complaint (with reasons)
  • Corrective or remedial actions
  • Recommendations for improvement

All decisions are made based on evidence and in accordance with QAVA policies and awarding body standards.

6. Escalation

If the complainant is dissatisfied with the outcome, they may request a review within 10 working days of receiving the decision.
The review will be conducted by a senior representative independent of the original investigation.

Where appropriate, and in line with awarding body requirements, unresolved complaints may be referred to the relevant external regulator or authority.

7. Confidentiality

All complaints are handled confidentially and in accordance with the UK Data Protection Act and GDPR. Information will only be shared where necessary to investigate and resolve the complaint.

8. Monitoring and Review

QAVA records and monitors all complaints to:

  • Identify trends and systemic issues
  • Improve policies, procedures, and service quality
  • Ensure ongoing compliance with awarding body expectations

This policy is reviewed regularly to ensure continued alignment with OTHM, ATHE, and other recognised UK awarding body standards.

9. Contact Details

Quality Awards and Vocational Accreditation (QAVA)

📞 +44 020 4615 2574
📧 info@qava.org.uk
🌐 https://qava.org.uk
📍 150 Ashburton Avenue, Ilford, London, United Kingdom, IG3 9EL