Appeals policy and procedure

The following sets out the appeals procedure for Robin Morton Licensing Limited.  This procedure covers the process for raising appeals against an academic decision that has been made.  Should a learner feel that proper process has not been followed or that the academic decision was not made in accordance with the regulations of the programme of learning then they may appeal to Robin Morton, manager, via one of the following methods:

Call: 07870 590909

E-mail: training@robinmorton.com

Write to: Robin Morton Licensing Limited, 111 Blackhill Drive, Glasgow, G23 5NN, Scotland.

Examples of areas where an appeal may be raised are as follows:

  • If the learner believes that Robin Morton Licensing Limited has not applied our procedures consistently or that procedures were not followed properly, consistently and fairly;
  • If the learner is not satisfied with the conduct of the assessment and believed it disadvantaged them; and
  • If the learner feels that the premises/environment for assessment has disadvantaged them.

(Should a learner wish to appeal against a decision made after a complaint has been investigated then please refer to our Complaints Procedure).

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

  • A full description of your appeal (including the subject matter and dates and times if known);
  • Any names of the people you have dealt with so far;
  • Copies of any papers or letters to do with the appeal; and
  • Any other factors for consideration such as any extenuating circumstances that the learner either did not address at the time or believes that were raised but were not taken into consideration when the decision was made.

Appeals will be investigated and a review panel may be formed in order to reach a decision.  We aim to investigate and respond to appeals within 14 working days.

This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal appeals procedure then please contact the Awarding Organisation directly.  The Awarding Organisation is Highfield Qualifications and their appeals policy can be located on their website: www.highfieldqualifications.com.  Alternatively please speak to the Highfield team on 01302 363277.

Should you address your appeal to Highfield and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator.  Either a representative of Robin Morton Licensing Limited or Highfield will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

*The following list of Qualification Regulators are provided as additional guidance:

  • SCQF qualifications – SQA Accreditation
  • RQF qualifications:
  • Delivered in Wales – Qualifications Wales
  • Delivered in Northern Ireland – CCEA Regulation
  • Delivered anywhere else – OFQUAL

Please note that SQA Accreditation are unable to overturn academic judgements or assessment decisions.

The following relates to appeals regarding publicly funded qualifications in Scotland only.  Should you have undertaken a publicly funded qualification in Scotland, wish to make an appeal and you have exhausted the procedures of Robin Morton Licensing Limited and Highfield as the Awarding Organisation, and the relevant qualification regulator then you do have one final route of appeal.  Please contact the Scottish Public Services Ombudsman (SPSO) directly, details can be located on their website: www.spso.org.uk

If you have any queries about the contents of this policy, please contact the manager Robin Morton directly on 07870 590909 or email robin@robinmorton.com.

Complaints policy and procedure

A complaint is an expression of dissatisfaction concerning a Robin Morton Licensing Limited product or service. Robin Morton Licensing Limited take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.

It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer.  Therefore we ask that if you are dissatisfied with the service you have received that you bring this to our attention as soon as possible by speaking to your course Tutor/Assessor in the first instance.

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the Tutor/Assessor then please contact the manager Robin Morton via one of the following options:

Call: 07870 590909

E-mail: training@robinmorton.com

Write to: Robin Morton Licensing Limited, 111 Blackhill Drive, Glasgow, G23 5NN, Scotland.

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

  • A full description of your complaint (including the subject matter and dates and times if known);
  • Any names of the people you have dealt with so far; and
  • Copies of any papers or letters to do with the complaint.

Robin Morton Licensing Limited ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully.  The manager Robin Morton will investigate your complaint and respond to you within 14 working days.

Appealing after an initial complaint has been raised

In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to our Director Elizabeth Morton. Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far.  The Director will investigate in full and respond to you within 21 working days.

The Director, Elizabeth Morton can be contacted on:

Call: 07773 680285

E-mail: bethgarcia94@gmail.com

Write to: Elizabeth Morton, 111 Blackhill Drive, Glasgow, G23 5NN, Scotland.

This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the Awarding Organisation directly.  The Awarding Organisation is Highfield Qualifications and their complaint policy can be located on their website: www.highfieldqualifications.com.  Alternatively please speak to the Highfield team on 01302 363277.

Should you address your complaint to Highfield and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator. Either a representative of Robin Morton Licensing Limited or Highfield will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

*The following list of Qualification Regulators are provided as additional guidance:

  • SCQF qualifications – SQA Accreditation
  • RQF qualifications:
  • Delivered in Wales – Qualifications Wales
  • Delivered in Northern Ireland – CCEA Regulation
  • Delivered anywhere else – OFQUAL

The following relates to complaints regarding publicly funded qualifications in Scotland only.  Should you have undertaken a publicly funded qualification in Scotland, wish to make a complaint and you have exhausted the procedures of Robin Morton Licensing Limited, Highfield as the Awarding Organisation, and the relevant qualification regulator then you do have one final route of complaint.  Please contact the Scottish Public Services Ombudsman (SPSO) directly, details can be located on their website: www.spso.org.uk

If you have any queries about the contents of this policy, please contact the manager, Robin Morton directly on 07870 590909 or email robin@robinmorton.com.

Robin Morton

Glasgow,

Version: 01 November 2023