SFEDI Awards strives to operate in a supportive and open manner and as such wants to hear if there are concerns or issues that have arisen in the delivery or provision of SFEDI Awards products and/or services.

Complaints may come from sources including learners, approved centres and external agencies.

SFEDI Awards will review the instance reported and gather together initial information to ascertain the contact persons, an overview of the instance reported and where the instance reported took place.

We will forward a complaint acknowledgement letter within 2 days of the complaint being lodged.

We will complete an investigation into the instance reported which will take no longer than 10 working days and a report will be finalised within 5 working days of the investigation being completed. If further time is required due to the nature of the instance reported then we will notify all parties of the new timescales for completion.

SFEDI Awards will use the details gathered during the investigation to form the basis for the final report. This report will:

  • Detail the initial reporting of the instance
  • Detail the plan for investigation
  • Detail the investigation followed and reference to further documentation
  • Detail a conclusion of findings
  • Detail a recommendation of actions to be taken

If the appeal regards the External Quality Assurance practice within a centre in relation to the monitoring of assessments, SFEDI Awards reserves the right to forward the assessment documentation to a second External Quality Assurer, who has no contact with that centre, for re-assessment in order to enable a thorough investigation.

The final report and recommendation of actions to be taken will be presented to the SFEDI Awards Senior Management Team to allow for final approval prior to notification of findings to the parties concerned.

Any recommended actions to be taken will be discussed with the parties concerned and timescales set as to when they must be completed by. This process will also allocate nominated persons responsible for each of the actions to be completed.

On receipt of the final report, if the centre is not satisfied with the outcome, they can appeal the decision as long as they have grounds to appeal.

The appeal will be submitted, in writing, to the CEO of SFEDI Awards directly using the Appeal Application Form.

The CEO will forward an Appeal Acknowledgement Letter to the centre within 2 working days and will complete a Request for Invoicing document as detailed in the Invoice Procedure.

The CEO will appoint an Independent Person to carry out the investigation and all prior documentation will be provided by both SFEDI Awards from the first investigation and the centre to support their grounds to appeal.

The Independent Person will complete an investigation into the appeal which will take no longer than 10 working days and a report will be finalised within 5 working days of the investigation being completed. If further time is required due to the nature of the instance reported then the Independent Person will notify all parties of the new timescales for completion.

The Independent Person will use the details gathered during the investigation to form the basis for the final report as described earlier within this procedure.

The final report and recommendation of actions to be taken will be presented to the SFEDI Board to allow for final approval prior to notification of findings to the centre. The report will also make recommendations to SFEDI Awards if they are to be found at fault during the appeal process. Any recommendations regarding SFEDI Awards will be presented at the subsequent Senior Mmanagement Team meeting for discussion and resolution.

Any recommended actions to be taken by the centre will be discussed and timescales set as to when they must be completed by. This process will also allocate nominated persons responsible for each of the actions to be completed.

Once the Independent Investigation has been completed, the centre, or individual, can appeal to the Regulator. This will follow the published appeal procedure for the relevant Regulator. SFEDI Awards will ensure all paperwork relating to the appeal is available to the Regulator to allow them to complete their duties fully.

Our preferred method of receiving complaints is in writing to our Head Office made out care of the SFEDI Awards Chief Executive. The address to send appeals to can be found by clicking here.