Appeals and complaints

1. What can be appealed

• an examination result;
• a decision not to award a credential;
• a decision to suspend or withdraw a credential;
• a refusal of a reasonable adjustment request.

An appeal must identify the decision challenged, the ground relied on, and the outcome sought, and must enclose all evidence relied on. Evidence submitted later will not be considered unless the appellant shows it could not reasonably have been provided earlier. Disagreement with the published assessment standard, with the difficulty of an examination, or with the scheme design is not a ground of appeal; such comments are welcome separately and are logged for the Standards Committee.

2. Grounds

An appeal succeeds only on one or more of the following:

1. the published procedure was not followed, and this materially affected the outcome;
2. there was an administrative or marking error that materially affected the outcome;
3. relevant information was not considered, or irrelevant information was, and this materially affected the outcome;
4. the decision was one no reasonable panel could have reached on the evidence.

An appeal is a review of the decision, not a re-marking of the assessment and not a fresh assessment. The Council will not re-mark work as a matter of course, and academic or professional judgement properly exercised is not reviewable.

3. Stages and time limits

Time limits are strict. An appeal received out of time will not be considered unless the appellant demonstrates exceptional circumstances, and whether to admit it is at the Council's sole discretion.

Stage 1 — Review

Submit within 20 business days of the decision. It is reviewed by a member of the Examination Board who had no part in the original decision. Outcome in writing, with reasons, normally within 15 business days.

Stage 2 — Panel

If dissatisfied, request escalation within 10 business days of the Stage 1 outcome. A panel of three convenes, including at least one person external to the Council. The panel may uphold, vary, or overturn the decision, and may direct a resit at no charge. Outcome normally within 30 business days.

The panel's decision is final and binding, and concludes the procedure. There is no further internal review. The Council does not participate in external arbitration or adjudication of certification decisions, which are matters of professional judgement reserved to its committees.

4. Fees

Stage 1 is free. Stage 2 requires a deposit, published with the fee schedule, which is refunded in full if the appeal is upheld or partly upheld and retained if it is not. The deposit exists to keep the panel's capacity available for substantive appeals; it is waived in cases of demonstrated hardship.

Each party bears its own costs. The Council does not pay an appellant's costs, including legal, professional, or travel costs, in any circumstances.

5. Complaints

A complaint about conduct, service, or the behaviour of an approved training partner is handled on the same two-stage basis and to the same time limits. Complaints about a partner are also referred to that partner and may affect their approval, but the Council is not responsible for a partner's acts or omissions and the complaint is not a route to a remedy against the Council for them.

The Council may decline to consider a complaint that is anonymous, repeats a matter already determined, concerns something more than six months old, or is in the Council's reasonable view vexatious or abusive. A decision to decline is notified with brief reasons and is final.

6. Complaints about a credential holder

Allegations that a credential holder has breached the code of conduct, including misrepresenting the scope of a certification, are referred to the Ethics and Conduct Panel. The holder is told what is alleged and given a fair opportunity to respond before any decision. The Council may suspend a credential as an interim measure pending the outcome where it considers this necessary to protect the integrity of the scheme; no compensation arises from an interim suspension, whatever the final outcome.

7. No detriment, and no liability

No candidate is disadvantaged in any future dealing with the Council for having appealed in good faith. Nothing in this procedure creates a right to compensation. The Council's liability in connection with any appeal or complaint is limited as set out in the terms of use, and the remedies in this procedure — review, variation, or a resit at no charge — are the only remedies available.

8. Records and monitoring

Appeals and complaints are logged, and anonymised outcome statistics are reported to the Standards Committee annually so that recurring problems reach the people who can change the scheme. Records are retained for six years.

9. How to submit

Write to hello@aiassurancecouncil.org with “Appeal” or “Complaint” in the subject line.

Contact

Questions about this policy should be addressed to hello@aiassurancecouncil.org.