Learners

Complaints

Candidates shall exhaust the assessment centres own complaints procedure where the complaint relates to centre conduct/performance if the outcome is then felt by the complainant to not have been properly addressed then it should be escalated to ACL in writing giving reasons for the complaint and outlining the expected outcome/resolution.

Complaints against ACL directly relating to personnel, conduct etc must initially be addressed to the Scheme Manager, again outlining the reasons and required outcome/resolution if the complaint is regarding the Scheme Manager then the complaint should be marked for the attention of The Impartiality Committee.

Resolution of complaints will be in writing detailing the decision and the reasons for it, the complainant will be kept appraised of the progress of the investigation etc, ACL will endeavour to resolve complaints in a timely and efficient manner.

Approved By