1. Purpose
RADD Training Limited (“RADD Training”) provides high-quality training and assessment. However, we recognise that problems, disagreements and disputes can occur.
This policy sets out how learners can appeal where they believe an assessment decision or outcome is incorrect, unfair, inconsistent, or has not followed awarding body or centre requirements.
2. Scope
This policy applies to:
- Learners/delegates undertaking courses, qualifications or assessments delivered by RADD Training
- Appeals relating to assessment decisions and assessment-related outcomes (including internal quality assurance decisions where relevant)
Where an awarding organisation has specific appeals requirements, those requirements take precedence.
3. Principles
RADD Training will ensure that appeals are:
- Handled fairly, consistently and without bias
- Considered promptly and within stated timescales
- Investigated by a person who is independent of the original decision where escalation is required
- Recorded appropriately to support quality assurance and awarding body requirements
Learners will not be disadvantaged or victimised for raising an appeal in good faith.
4. Communication of the policy
All learners will be made aware of this appeals procedure at the start of their course or qualification and will be signposted to how to access the policy.
5. How to submit an appeal
Appeals must:
- be submitted in writing
- be submitted within 30 calendar days of the event/decision being appealed
- include enough information for the centre to investigate, including:
- learner name and contact details
- course/qualification details
- date of the assessment decision/event
- what decision/outcome is being appealed
- reasons for the appeal and any supporting evidence
Appeals should be submitted to RADD Training (Head of Centre / Managing Director) via the centres published contact route.
6. Appeals process (staged)
Stage 1 Informal resolution with Trainer/Assessor
Where possible, the learner should first raise the concern with the Trainer/Assessor to attempt an informal resolution.
If the learner is not satisfied, or if informal resolution is not appropriate, the appeal will move to Stage 2.
Stage 2 Independent review (Trainer/IQA not involved in the original decision)
RADD Training will appoint an independent Trainer and/or Internal Quality Assurer (IQA/IV) who was not involved in the original decision to review:
- the assessment decision and evidence
- the assessment records and feedback
- awarding body requirements and centre procedures
If the appeal is not resolved at Stage 2, it will move to Stage 3.
Stage 3 Formal investigation by RADD Training
RADD Training will conduct a formal investigation into the circumstances of the appeal.
- RADD Training will acknowledge receipt of the appeal within 5 working days.
- The learner (appellant) will be notified in writing of the outcome within 15 working days from the date of acknowledgement.
If additional time is required due to complexity or availability of evidence, RADD Training will inform the learner in writing, explain the reason, and provide a revised timescale.
7. Possible outcomes
Outcomes may include (as appropriate):
- confirmation that the original decision stands
- a requirement for additional assessment evidence to be generated (where permitted)
- reassessment by an alternative assessor
- amendment of an assessment decision where evidence supports this and awarding body rules allow
- corrective actions for process improvement (e.g., assessor development, documentation changes)
8. Records and monitoring
A detailed record of the appeal and investigation will be maintained by the centre. This supports:
- the centres self-assessment and continuous improvement
- internal quality assurance monitoring
- awarding body External Quality Assurance (EQA) requirements
Records will be stored securely in line with RADD Training data management and retention procedures.
9. Escalation to the awarding body
If the learner remains dissatisfied after completion of the centre appeals process, the learner may escalate the matter to the awarding body.
RADD Training will ensure that no more than 4 weeks from the date of notifying the learner of the centres final outcome passes before the matter is escalated to the awarding body, where required.
Where escalation occurs, RADD Training will cooperate with awarding body requirements and provide access to relevant records and evidence.
Escalation of appeals where Qualifications Scotland is the Awarding body (regulated qualifications only)
If you have gone through all the stages of our procedure (above) and remain dissatisfied with the outcome or the way in which we handled your appeal, you can:
- appeal to Qualifications Scotland the Awarding Body
If, after you have gone through the Qualifications Scotland Awarding Body appeals procedure, you remain dissatisfied, you can:
- appeal to Qualifications Scotland Accreditation, Ofqual if you feel that we and / or Qualifications Scotland (awarding body) has not dealt with your appeal appropriately
Following an appeal to Qualifications Scotland against an internal assessment result in a regulated qualification, we will retain assessment and verification records, and all materials and candidate evidence, until the appeal is resolved, and for six years thereafter.
10. Document control
| Approved By: | Chrisy McLeod – Division Director |
| Version: | v2 |
| Issue date: | 23/02/2026 |
| Last Review: | 23/02/2026 |
| Review date: | 22/02/2027 |
FOR Appeals related specifically to ITC Tests
Appeals and Complaints Policy
14.1 Candidate Complaints
RADD Training Limited is committed to handling all complaints fairly, promptly and transparently.
Stage 1 — Informal Resolution
If a candidate has a concern about their test experience at RADD Training Limited, they should in the first instance speak to the Test Administrator or Chief Administrator at the test centre. Many concerns can be resolved quickly and informally at this stage.
Stage 2 — Formal Complaint
If the concern is not resolved informally, or if the candidate prefers to make a formal complaint, they may do so by:
- Writing to: The Chief Administrator, RADD Training Limited, Unit 3, 221 Burnbank Street, Coatbridge, ML5 2AY
- Email to: chrisy@raddtraining.co.uk
The complaint should include:
- The candidate’s full name and CITB registration number
- The date of the test session
- A clear description of the complaint
RADD Training Limited will acknowledge receipt within 5 working days and provide a full written response within 20 working days of receipt of the complaint.
Stage 3 — Referral to CITB
If the candidate remains dissatisfied after Stage 2, or if the complaint relates to CITB policy or test content, the candidate may refer the matter to CITB directly.
If the complaint or appeal cannot be resolved by the internet test centre, the dispute should be put in writing to:
Approval and Compliance Manager
CITB Quality Assurance Team
4 Cyrus Way
Peterborough
PE7 8HP
quality.assurance@citb.co.uk
14.2 Appeals Against Test Results
Appeals against CITB HS&E test results are a matter for CITB directly. RADD Training Limited will:
- Advise the candidate of their right to appeal to CITB
- Provide any relevant documentation held by RADD Training to CITB upon request
- Cooperate fully with any CITB appeal investigation
Candidates should contact CITB directly to initiate an appeal against their test result.
14.3 Record-Keeping
All complaints and appeals are logged and retained in accordance with Section 11. The log includes: the nature of the complaint, date received, action taken, and outcome.