Quality Assurance Manual - Flipbook - Page 16
Quality Assurance Manual
Stage 1 - Informal Complaint
Candidates are able to complain to Ryan Tozer and Richard Caves.
The timescale for an informal complaint is within 14 days of the event happening. iPowerboat Ltd
would encourage candidates to report their complaint as soon as possible after the event. However,
there is a 14-day deadline for complaints to be issued. Complaints can be made in person, via email
or via phone.
The complaint will be recorded and logged and an internal process will begin in trying to fix the
complaint dependent on the nature of it. If the complaint relates to the assessor, a meeting will
immediately be called with the assessor and Ryan Tozer to ensure the validity of the complaint and
steps will be taken to ensure another complaint of a similar nature will not happen again.
Stage 2 - Formal Complaint
Candidates wishing to make a formal complaint must do so in writing to iPowerboat Ltd to
enquiries@ipowerboat.co.uk.
A formal complaint must be received within 21 days of the event. Candidates are able to initiate a
formal complaint at any time, there does not need to be an informal complaint logged first.
All formal complaints will be handled by Ryan Tozer who will then begin an investigation.
iPowerboat Ltd has no complaint form. Once the complaint has been received Ryan will email an
acknowledgement of the complaint within 24 hours of receiving and the formal complaint process
will begin.
iPowerboat Ltd aims to resolve all formal complaints within 21 days of receiving the complaint.
Each complaint will be logged and recorded and the SQA will be consulted (where needed) and
informed on each case.
Appeals
iPowerboat Ltd does not have a detailed appeals process. However, we will work very closely with
the complainant to ensure that a satisfactory resolution is found and that steps are taken to ensure
no repeat of a complaint of a similar nature.
If required an independent manager could be called in to review the case. In this case their decision
would be final and the matter would be closed.
Recording of complaints
All complaints both informal and formal will be recorded and logged in a complaints folder. These
will be reviewed quarterly and any similar trends will be identified early on. A quarterly newsletter
will be distributed to all staff detailing this information and explaining any steps taken to improve
iPowerboat Ltd service in response to these complaints.
Complaints to the SQA
Candidates of SQA Qualifications also have the right to complain to SQA awarding body. The SQA will
only consider their complaint if they have already gone through all stages of iPowerboat Ltd’s
complaints procedure and remain dissatisfied with the outcome, or the way in which their complaint
was handled.
22/05/2021
Page 16 of 34
Quality Assurance Manual
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