IDEA Appeals & Complaints Process

In the event of an organisation wishing to lodge an appeal against an assessment decision or other complaint,  the following must be submitted in writing (email or webform):

  • Name of the Organisation

  • Certificate number (if appropriate)

  • Name of the person responsible for the organisation’s IDEA system

  • Name of the person submitting the appeal / complaint (“main contact”)

  • Contact details

  • Date (assessment date / incident of complaint)

  • Names of relevant persons involved

  • Detailed description of the appeal / complaint.

  • Supporting Evidence (as appropriate)

The IDEA scheme leader is responsible for all decisions at all levels of the appeals & complaints handling process.

Those assigned roles in an appeal / complaint process will be different and separate to those who are involved in the subject of the appeal / complaint.

Submissions, investigation and decisions on appeals / complaints will not result in discriminatory actions against the person making the appeal / complaint.

Receiving an Appeal

Appeals or complaints received are logged on our Appeals & Complaints Register, noting key details and any supporting evidence.

We will acknowledge receipt of the appeal / complaint in a timely manner and keep the main contact regularly updated with progress.

The appeal / complaint is then assigned to a member of staff (“the investigator”)  who is independent of the assessment decision or incident for evaluation. 

Note: This may be a member of the impartiality committee.

Evaluating Appeals

All documented information relating to the appeal / complaint will be considered in the evaluation of the appeal / complaint. 

The Investigator will be responsible for gathering and verifying all information to validate the appeal / complaint.

Depending on the nature of the appeal / complaint,  it may be helpful to interview or discuss related matters with those involved.

Making a decision on an Appeal

The investigator will review, approve and communicate the decision to the main contact. Formal notice will be given to the main contact at the end of the appeal / complaints handling process.

Integrity and impartiality will be at the heart of our decisions.  The appeal / complaint will be considered against our IDEA policies, processes and procedures.

The decision, and the reasons for it, will be communicated to the main contact, as well as any further actions required.

We record and track the appeal / complaint, including any decisions on what actions need to be taken, and considering previous appeals / complaints if applicable on our Appeals & Complaints Register.

We will verify that corrections and corrective actions have been taken within the specified time frame, when these have been issued to the client. 

Timescales

Appeals / complaints will be formally acknowledged within 3 working days of being submitted. 

The length of the investigation will depend on the nature of the appeal / complaint. 

The main contact is responsible for ensuring all evidence relevant to the appeal / complaint is submitted at the initial point of contact. 

The main contact will be notified of progress every 10 working days until a decision is reached. 

The decision will be communicated to the main contact in writing. 

The decision made will be final.