MALPRACTICE & LEARNER COMPLAINTS - Summerhouse ...
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MALPRACTICE & LEARNER COMPLAINTS
Table of Contents
DOCUMENT CONTROL ................................................................................................................................... 3
SCOPE ........................................................................................................................................................... 4
DEFINITIONS.................................................................................................................................................. 5
ALLEGATIONS REPORTING AND LEARNER COMPLAINTS HANDLING ................................................................................... 6
STAGE 1 ............................................................................................................................................................... 6
STAGE 2 ............................................................................................................................................................... 6
LEARNER COMPLAINTS /APPEALS FORM ..................................................................................................................... 7
STAGE 3 ............................................................................................................................................................... 8
STAGE 4 ............................................................................................................................................................... 9
OUTCOMES AND PENALTIES OF MALPRACTICE ............................................................................................................. 9
YOUR NOTES ............................................................................................................................................... 10
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admin@se.trainingDocument Control
Document Control
Malpractice and Learner Complaints – STP509.docx
REVIEW AND EVALUATION:
Change History
Version Date Reason for Change Changed By
1 1st January 2015 Implementation Peter Thompson
2 19th August 2016 Partner Update Peter Thompson
3 17th August 2018 Partner Update Peter Thompson
4 8TH January 2021 Format Update Helen Gallop
Change Mechanism
Any person seeking to alter this document must consult the author before making any change.
The CEO must endorse any alterations to the approved version of this document before any wider
dissemination of the altered document.
The person making the alteration must indicate every change between the previous (approved)
document version and the altered document version.
Author: Helen Gallop - CEO
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admin@se.trainingScope
Summerhouse Equestrian and Training Centre LLP is committed to pursuing the highest standards of
probity and the elimination of malpractice and maladministration in the management of our
organisation and in the delivery of qualifications. Summerhouse Equestrian and Training Centre LLP
aims to promote accountability and a climate of openness, to encourage the disclosure of allegations of
malpractice and maladministration.
We operate in accordance with all relevant legislation, awarding organisational conditions and
Summerhouse Equestrian and Training Centre LLP policy, procedure and related guidance
arrangements. In doing so, we are able to prevent, mitigate or effectively manage the occurrence of any
alleged malpractice or maladministration.
This policy therefore applies to all personnel, learners and any relevant third parties’ individuals involved
with Summerhouse Equestrian and Training Centre LLP. Arrangements are in place to ensure all
individuals have a safe, ethical and accessible environment in which to fulfil their role within the
organisation. Where this is compromised, this policy ensures a safe and accessible procedure for
reporting allegations of malpractice or maladministration in a confidential manner. As a result,
Summerhouse Equestrian and Training Centre LLP takes appropriate steps to ensure that individuals
reporting allegations are not penalised, are protected and that individuals accused are also protected
against false, malicious or anonymous accusations.
Summerhouse Equestrian and Training Centre LLP is keen to encourage personnel, learners and any
relevant third party to report allegations without fear and will ensure that any disclosure is treated with
the utmost confidentiality. Anonymous allegations will only be considered if they are of a serious nature
and the evidence is sufficient to warrant an investigation and for appropriate action to be taken. All
allegations will be recorded and submitted to the awarding organisation (1st4sport Qualifications or City
and Guilds) for investigation.
In the deployment of this policy, all personnel, learners and any relevant third parties are required to
report any allegation of malpractice or maladministration. Cases of malpractice being withheld or
confirmed may result in the imposition of sanctions, penalties or disciplinary procedures on personnel
and on learners.
It is ultimately the responsibility of the Apprenticeship Coordinator, to ensure that this policy is
implemented, published and accessible to all personnel, learners and any relevant third parties.
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admin@se.trainingDefinitions
Malpractice is defined by Summerhouse Equestrian and Training Centre LLP as any deliberate activity,
neglect, default or other practice that is unethical or unlawful, which breaches regulations or conditions
placed upon us by awarding organisations. Such deliberate activity, neglect, default or other practices
may compromise the integrity of our organisational statuses, financial stability, reputation, the
reputation of our stakeholders and the qualifications and related assessments we are approved to
deliver. As a result, this is unacceptable. This includes deliberate non-compliance with any
Summerhouse Equestrian and Training Centre LLP policy, procedure, guidance.
Maladministration is any activity which is not deliberate, but which neglects, defaults on regulation,
conditions placed upon us by awarding organisations or compromises the integrity our organisational
statuses, financial stability, reputation, the reputation of our stakeholders and the qualifications and
related assessments we are approved to deliver. This includes accidental non-compliance with any
Summerhouse Equestrian and Training Centre LLP policy, procedure, guidance.
Objective
In the deployment of this policy, Summerhouse Equestrian and Training Centre LLP personnel, learners
and any relevant third parties are required report allegations directly to Apprenticeship Coordinator. In
doing so Summerhouse Equestrian and Training Centre LLP the key objective is mitigate and/or manage
any adverse effects. Examples of malpractice or maladministration, which would require full
investigation and subsequent mitigation or management, include1:
• Committing plagiarism by copying and passing off the whole or part(s) of another person’s
work, with or without the originator’s permission and without appropriately acknowledging the
source.
• Failing to comply with the assessor’s/invigilator’s instructions and/or 1st4sport’s and or City and
Guilds regulations in relation to the assessment and security.
• Misusing assessment material.
• Impersonating others by pretending to be someone else, in order to produce the work for
another, or arranging for another to take one’s place in an assessment.
• Fabricating and/or altering results and/or evidence, documents and fraudulent claiming of
certificates.
• Using unauthorised material in relation to the requirements of supervised assessment
• Misusing the access arrangements via reasonable adjustments or special considerations with
the aim of influencing the outcome of the assessment.
• Behaving in such a way as to undermine the integrity of the assessment.
• Failing to comply with qualification and assessment regulations2
1
This list is not exhaustive and each incident will be treated on a case-by-case basis.
2
This will lead to the relevant awarding organisation withholding results.
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admin@se.trainingAllegations Reporting and Learner Complaints Handling
Learners wishing to complain or appeal must do so within 14 working days of the course/programme end
date or any assessment with which they are dissatisfied, following the procedure stated below.
It is ultimately the responsibility of the work Quality Manager, to ensure that this procedure is
implemented, published and accessible to all personnel, learners and any relevant third parties.
In the unlikely event that learners exhaust this procedure and remain dissatisfied with the decision made
by SETC, they may take their complaint or appeal to the appropriate Awarding Organisation. Where a
learner remains dissatisfied after the issue outcomes have been confirmed by the Awarding
Organisation, they have a right to take the matter to the appropriate regulator.
Stage 1
An informal complaint or appeal can be made to the learner’s Assessor. The assessor should discuss the
issue with the learner and attempt to agree a way forward or a solution that suits both parties. Learners
should allow the assessor sufficient time to investigate or remedy the issue.
Stage 2
If the complaint or appeal cannot be resolved informally to the satisfaction of learners, or if learners feel
that they cannot make an informal complaint or appeal to their assessor, they should submit in writing
using the SETC Learner Complaints Form to admin@se.training
Learners should use this form to provide a detailed account of their issue. Summerhouse Training will
write to learners to acknowledge receipt of the form and issue within 10 working days and outline the
course of action to be taken.
Summerhouse Training will carry out an investigation, which will involve the relevant members of
personnel, and will write to the learner within 20 working days with the findings and a decision as to
whether the issue was justified.
Summerhouse Equestrian and Training Centre LLP Personnel, learners and any relevant third party
should submit any Learner complaints or allegations of malpractice or maladministration and any
evidence in writing directly to:
Malpractice Officer - The Apprenticeship Coordinator - Irma Sutton
Summerhouse Equestrian and Training Centre LLP, Bath Rd, Hardwicke, Gloucestershire, GL2 2RG
The Summerhouse Equestrian and Training Centre LLP Malpractice Officer will acknowledge receipt of
the allegation within five working days ensuring that they inform the relevant Awarding Body
Investigations Manager of the situation. The Malpractice Officer will then:
• evaluate the evidence and identify outcomes (where attached evidence if fully sufficient and
consistent)
• evaluate the evidence and conduct an investigation (where additional evidence needs to be collected
and/or validated).
Once all reasonable steps have been taken to collect and authenticate the evidence, outcomes will be
identified. All outcomes are then required to be forwarded to the Awarding Body.
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admin@se.trainingOffice of Qualifications and Examinations Regulation (Ofqual) in England, Council for the Curriculum Examinations and
Assessment (CCEA) in Northern Ireland, The Welsh Government in Wales and Scottish Qualifications Authority (SQA)
Accreditation in Scotland.
Learner Complaints /Appeals Form
Learners are required to complete this form when making a complaint or appeal and forward it to
Summerhouse Training.
Learners Name
Address
Email Address
Contact Number
Date of Complaint
Date on Course
Describe the nature of your complaint or appeal as detailed as possible:
Learners Signature Date
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admin@se.trainingPlease return this form to the address shown on the final page of this document.
Stage 3
If learners have followed Stage 1 and/or 2 of the complaints & appeals procedure and are still dissatisfied
with the outcome, they have the right to take their complaint to the awarding organisation or the ESFA
Apprenticeship helpline within 20 working days of the decision being communicated to them by the
recognised centre.
Awarding Body Address Contact Details
1st4Sport FAO: Incidents and IManagement@1st4sportqualifications.com
Investigations Manager
1st4sport Qualifications 0113 290 7610
Coachwise Ltd, Chelsea Close,
Off Amberley Road, Leeds LS12
4HP
City and Guilds Customer Services - feedbackandcomplaints@cityandguilds.com
Complaints
0844 543 000
City & Guilds, 1 Giltspur
Street, London, EC1A 9DD
Highfield Highfield Account Manager confidentialenquiries@highfieldabc.com
Highfield House, Heavens Walk, 01302 363277
Lakeside, Doncaster, DN4 5HZ
VTCT Aspire House, Annealing Close, qualityassurance@vtcv.org.uk
Eastleigh, Hampshire, SO50
9PX 0238 068 4500
ESFA Cheylesmore House, 5 Quinton nationalhelpdesk@apprenticeships.gov.uk
Apprenticeship Rd, Coventry CV1 2WT
Helpline 0800 015 0400
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admin@se.trainingStage 4
If learners have followed Stage 1, 2 and 3 of this complaints & appeals procedure and are still dissatisfied
with the outcome, they have the right to take their appeal to the appropriate regulator:
Ofqual http://ofqual.gov.uk/
Outcomes and Penalties of Malpractice
Withholding information or failing to report promptly any suspected cases of malpractice or
maladministration by centre personnel may result in the imposition of sanctions on Summerhouse
Equestrian and Training Centre LLP. This may lead to withdrawal of centre statuses.
Personnel who commit malpractice, which is confirmed after investigation, may be subject to
penalties, including:
• exclusion from the delivery of the qualification
• exclusion from the assessment of the qualification
• exclusion from the internal verification/moderation of the qualification
• exclusion from the financial/quality management/administration of the qualification
• temporary suspension
• work only under supervision
• undertake specific training.
Learners are required to be aware of the penalties for/consequences of breaching regulations,
which may include one or more of the following:
• written warning
• disqualification from entering one or more (re)assessments
• disqualification from the whole qualification.
Learners must understand that where the allegations are proven, certificates may be invalid and
those already issued may be withdrawn.
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admin@se.trainingYOUR NOTES
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admin@se.training01452 346330
admin@se.training
www.summerhousetraining.co.uk
Summerhouse Equestrian & Training Centre
Bath Road, Hardwicke, Gloucester, GL2 2RG
Registered in England & Wales No OC337245
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