Complaints & Appeals Procedure
We are committed to resolving all concerns fairly and promptly. This procedure applies to learners, prospective learners, parents/guardians, and any other person who wishes to raise a concern about the Data and AI School of London.
Complaints Procedure
A complaint is any expression of dissatisfaction about the school's services, staff, delivery, or administration that requires a response. We treat all complaints seriously and confidentially.
Stage 1, Informal Resolution
Contact Sheherbano Khan (Registrar and Learner Support Lead) by email at info@dataaischool.com or by telephone on +44 207 0990 956. Describe the nature of your concern clearly.
We will acknowledge your contact within 2 working days and aim to resolve the matter within 5 working days. If we need more time, we will tell you and give a revised date.
Stage 2, Formal Written Complaint
If you are not satisfied with the Stage 1 outcome, you may escalate your complaint in writing to the Head of Centre (Ali Fraz Khan) at info@dataaischool.com. Mark your email "Formal Complaint, Stage 2".
Your written complaint should include: your full name and contact details, a clear description of the issue, the outcome you are seeking, and a copy of any relevant correspondence from Stage 1.
We will acknowledge receipt within 3 working days and provide a full written response within 15 working days.
Stage 3, Escalation to NCFE
If you remain dissatisfied after exhausting our internal complaints procedure, you may escalate your complaint directly to NCFE, our awarding organisation and regulatory body.
NCFE Complaints: www.ncfe.org.uk
Address: Q6, Quorum Business Park, Benton Lane, Newcastle upon Tyne, NE12 8BT
Phone: 0191 239 8000
NCFE will only consider complaints that have first been through our internal procedure. Please include your Stage 2 response when contacting NCFE.
Assessment Appeals Procedure
An appeal is a formal challenge to an assessment decision, for example, if you believe your work has been assessed inaccurately or that the assessment process was not followed correctly.
Stage 1, Informal Review
Raise your concern informally with your assessor via the VLE messaging system within 5 working days of the decision. Your assessor will respond within 3 working days. If the matter is resolved, the outcome is logged and no further action is required.
Stage 2, Formal Internal Appeal
If it is not resolved, submit a formal written appeal using the Appeals Submission Form on the VLE within 10 working days of the decision. Your appeal must state the decision being appealed, the grounds, and any supporting evidence.
The Internal Quality Assurer or a senior staff member not involved in the original decision will review your appeal and provide a written decision within 10 working days.
Stage 3, NCFE External Appeal
If you are dissatisfied with the Stage 2 decision, you may escalate to NCFE. The Compliance Manager will provide NCFE's Appeals Policy and the relevant contact details, and the centre will cooperate fully with any NCFE-led process.
Details of NCFE's appeals process are available at www.ncfe.org.uk. NCFE will require evidence that our internal procedure has been exhausted.
Confidentiality & Record Keeping
All complaints and appeals are treated in strict confidence. Records of all complaints and appeals, including correspondence, decisions, and outcomes, are retained for a minimum of three years from the date of resolution, in accordance with our Data Protection Policy (DAIS-POL-006).
We will not victimise or disadvantage any learner for raising a genuine complaint or appeal in good faith.
Unreasonable Complaints
We reserve the right to decline to process a complaint or appeal that is vexatious, repetitive, or abusive. Where this is necessary, we will write to the complainant to explain our decision.
Contact us about a concern
If you are unsure whether to raise a complaint or an appeal, or you would like to discuss a concern informally before committing to the formal process, please contact us, we are here to help.