Complaints and Appeals

 We're always disappointed to hear that something has gone wrong.  We take complaints about our  education courses very seriously. If you are not satisfied, please follow the process for raising a formal complaint or appealling an assessment decision.

Learner Complaints Procedure

Learner Appeals Procedure

Learner Complaints Procedure

We can only handle complaints about the courses  provided by the Education Department of British Gymnastics from the learner.

Stage 1

In the first instance, you should raise your concerns with the course organiser. It is usually best to email, so you have a record of what you say. We will contact you within 5 working days to discuss the matter further, explain what we are doing and when you can expect a resolution.

Stage 2

If the problem is still unresolved, you can make a formal complaint by e-mailing customerservice@british-gymnastics.org. Make your complaint as soon as possible but no later than 6 months after the event. We will need a clear, detailed description of what your complaint is about and copies of any related documents or emails.

The Customer Resolution Officer will:

•    Acknowledge receipt of the complaint via email within 24 hours and allocate a reference number for future correspondence
•    Outline the course of action to be taken
•    Carry out an investigation, where necessary involving the relevant members of personnel
•    Write to you within 21 working days with the findings and a decision as to whether the complaint was justified.

Stage 3 (UKCC courses only)

If the problem is still unresolved, you can make a formal complaint to the awarding body (1st4sport Qualifications) within 20 working days of the Stage 2 decision being communicated to you.
Information about the 1st4sport complaints procedure can be found on their website: www.1st4sportqualifications.com

Where available, evidence should be provided in support of your complaint. This should be forwarded via email to imanagement@1st4sportqualifications.com. In the event that only hard copies of evidence are available, ensure that you have maintained the originals for your own records and then post the copies recorded delivery to: The Incidents and Investigations Manager (IIM), 1st4sport Qualifications, Coachwise Ltd, Chelsea Close, Off Amberley Road, Armley, Leeds LS12 4HP

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Learner Appeals Procedure

You must appeal within 14 working days of receiving the disputed assessment decision. Keep copies of all documents relating to your appeal.
 

Stage 1

In the first instance you should appeal  to the course organiser.  It is usually best to email them so you have a record of what you say.  Explain why you want  to appeal.  Include copies of any documents or emails related to the assessment and make sure you give the course code. We will contact you within five  working days to discuss the matter further,  explain what we are doing and when you can expect a resolution. We will write to you within 20 working days with the findings.


Stage 2

If you remain dissatisfied with the assessment decision you can make an an appeal to our Appeals Officer by completing the  Learner Appeal Form within 14 working days of the Stage 1 decision being sent to you. We will need a clear, detailed description of the nature of your appeal and copies of any related assessment documents .

The Appeals Officer will:

  • Acknowledge receipt of the appeal within 10 working days 
  • Outline the course of action to be taken
  • Conduct an appropriate review of the evidence
  • Write to you within 20 working days with the findings and their conclusion. This will be to either:
  • Uphold the original assessment decision
  • Offer you an opportunity for a resit/reassessment free of charge, or overturn the original decision.

The Appeals officer will also let the original assessor and the personnell who assisted in thereview know the outcome.  We will retain records of appeal for a minimum period of five years.

Stage 3 (UKCC courses only)

If you are remain dissatisfied, you can appeal to the awarding body  1st4sport Qualifications within 20 working days of the Stage 2 decision being communicated to you by the Appeals Officer. 

There is a 1st4sport1 administrative charge of £20 for an appeal which is refundable if the appeal is upheld. Appeals should be forwarded via email to imanagement@1st4sportqualifications.com.  

In the event that only hard copies of evidence are available, ensure that you have maintained the originals for your own records and then post the copies recorded delivery to: The Incidents and Investigations Manager (IIM), 1st4sport Qualifications, Coachwise Ltd, Chelsea Close, Off Amberley Road, Armley, Leeds LS12 4HP. 

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