Complaints, Enquiries and Appeals Procedure
1. Introduction
1.1 CEHCT Ltd is committed to delivering high-quality education, training, halal compliance and certification services. This procedure explains how enquiries, complaints and appeals are managed fairly, consistently, confidentially and transparently.
1.2 The procedure applies to learners, delegates, trainers, assessors, approved centres, clients, employers and members of the public who receive services from CEHCT Ltd.
2. Enquiries
2.1 Enquiries relating to assessment outcomes, certification decisions or administrative matters should be submitted within 10 working days of the relevant decision.
2.2 CEHCT Ltd will acknowledge enquiries within 3 working days and will normally issue a written response within 10 working days.
3. Complaints
3.1 CEHCT Ltd aims to resolve concerns informally wherever possible.
3.2 Where this is not possible, complaints should be submitted in writing within 30 calendar days of the event.
3.3 Complaints should include the complainant’s name, contact details, course or service concerned, a clear description of the issue, dates where relevant and any supporting evidence.
3.4 Complaints will normally be acknowledged within 3 working days and investigated within 10 working days. Where additional investigation is required, CEHCT Ltd will advise the complainant of the revised timescale.
4. Appeals
4.1 Appeals relate to assessment decisions, certification decisions or other formal decisions made by CEHCT Ltd.
4.2 Appeals must be submitted in writing within 10 working days of notification of the original decision together with any supporting evidence.
4.3 Appeals will be reviewed by an appropriately experienced individual who has not been directly involved in the original decision wherever reasonably practicable.
4.4 CEHCT Ltd aims to conclude appeals within 20 working days. Outcomes may include confirmation of the original decision, amendment of the decision, reassessment or any other appropriate corrective action.
5. Confidentiality
All enquiries, complaints and appeals will be handled confidentially and in accordance with applicable data protection legislation. Information will only be shared with those directly involved in the investigation or where required by law.
6. Professional Conduct
CEHCT Ltd expects all parties to communicate respectfully throughout the process. Abusive, threatening or discriminatory behaviour may result in communication being restricted or the matter being closed where appropriate.
7. Continuous Improvement
Lessons learned from enquiries, complaints and appeals will be reviewed by CEHCT Ltd to improve services, quality assurance arrangements and learner experience.
8. Contact Details
All enquiries, complaints and appeals must be submitted in writing to: services@cehct.co.uk