Appeals Policy and Procedure

Department: Quality
Document Author: Claire Flay-Petty
Job Title: Head of Quality
Date of Approval: September 2025
Review Date: September 2028
Version: 01

Policy Checklist:

Policy Positioning Statement

Our mission is simple – be all that you can be.

Bridgend College is a special place to learn and work. We want to create an inclusive environment which enables people to be innovative and passionate about what they do. We want to create inspirational opportunities which transform lives and celebrate the successes of every individual. We are committed to making decisions which are ethical and people-centred, for every person and in every interaction.

We know that the standards we walk past are the standards we accept, so by being a team player who is committed to our organisational values, we can ensure that everyone is ready to learn and work in an environment where they are respected and feel safe, to be all that they can be.

We want Bridgend College to be a place of sanctuary, providing a sense of belonging.

We recognise the significant impact of trauma on individuals’ lives and understand that a compassionate and understanding approach is essential to support our students and staff on their academic and personal journeys. We will do this by being calm, consistent and caring in our approach to communication and decision-making.

We want to be an anti-racist College. We are committed to fostering an inclusive culture where people are respectful and where this permeates all that we do. We want to develop a culture where people show up for one another with trust and integrity – a place of learning and work where people thrive.

As a place of education, we recognise our responsibility in developing the skills, knowledge and confidence of our students, staff and the communities we serve.

We know that we don’t always get things right, but we are committed to listening, learning and educating ourselves on our journey to becoming an extraordinary organisation.

We are committed to ensuring that course choices and offers are in the best educational interest of an individual learner, enabling them to both achieve and progress (in terms of personal skills but also social and academic development).

This policy applies to all applicants applying to or enrolling on a learning programme, irrespective of mode or location of study.

1. Purpose and Objectives: 

Bridgend College is committed to ensuring that all assessment and grading decisions are fair, valid, reliable, and accessible to every learner. The Appeals Policy and Procedure sets out the process for appealing assessment decisions, in line with awarding organisation and regulatory requirements. 

This policy is available for use by both learners and staff and applies to all Further Education provision, and to Higher Education provision directly awarded to Bridgend College, including Work Based Learning. For Higher Education delivered under a franchise arrangement with a University partner, the relevant University’s regulations and processes will apply. 

Approaches to appeals differ by awarding organisation, and may also be subject to Joint Council for Qualifications (JCQ) regulations. Accordingly, this policy must be read and implemented in conjunction with the associated policies and regulations of the relevant awarding organisation and JCQ, which can be found on the JCQ website: https://www.jcq.org.uk/.

2. Policy Details:

All learners should be informed of their right to appeal against an assessment decision at the time of induction and this should be reinforced throughout the learning programme by the course team.

Where an assessment decision relates to internal assessment, an informal resolution should be sought between the assessor/lecturer and the learner at the earliest opportunity. The Internal Verifier can be involved in these informal discussions as they arise, to seek that early resolution. Resolution should aim to be timely and as swift as possible.

Any concerns about the accuracy of a grade decision must be raised with the respective Curriculum Manager as quickly as possible due to the stringent timescales that appeals are subject to.

Pre-appeal (informal stage)

• The learner should raise their concern with the assessor/lecturer and Curriculum Manager as soon as possible after receiving the assessment decision. The assessor or lecturer should review the learner’s points quickly and objectively, in consultation with the IV/IQA if appropriate, and must inform the Curriculum Manager of the learner’s concerns immediately. 
• If the concern cannot be resolved informally, the learner must be advised of their right to submit a formal appeal. This step is important as a formal appeal request can only be submitted within 10 days of the learner being informed of the assessment decision.
• The submission of a formal internal appeal can result in the grade going up, down, or remaining the same.

Stage 1: Formal Internal Appeal

• If the learner would like to formally appeal the assessment decision, the learner must submit a written appeal within 10 working days of being notified of the assessment decision. A learner may raise an appeal if they believe that: 
  • they were not given equal opportunity to demonstrate competence or knowledge;
  • assessment criteria were unclear or inconsistently applied; 
  • the decision made does not fairly reflect the quality or level of their work; 
  • an administrative or procedural error has taken place when their grade has been processed. 
• The appeal must be submitted by completing the Bridgend College Learner Appeal Form and sending this to the Curriculum Manager and the Quality Team by email. The form includes step-by-step guidance for learners on how to complete and submit the form. 
• Once an appeal has been formally submitted, the learner cannot amend or add to the evidence or information forming the basis of the appeal. 
• The appeal should be submitted to the Curriculum Manager within the relevant Curriculum Area, and the Quality Team (quality@bridgend.ac.uk). 
• The written appeal must be reviewed and discussed by a member of the Quality Team, the Curriculum Manager and where relevant the lecturer/assessor who made the decision. 
• The Quality Team will appoint an independent Appeals Reviewer, who must not have been involved in the original assessment decision. 
• The Appeals Reviewer will evaluate the evidence, reach a decision, complete the Appeals Review Report and submit this to the Quality Team. 
• The outcome of the appeal will be communicated to the learner in writing within 10 working days of the written appeal being received. 
• If the appeal is upheld, corrective actions must be implemented, and the cause of the failure identified and addressed. 
• Bridgend College is unable to directly amend the assessment decisions that relate to summative assessment, externally set/assessed assessment, or final qualification awards. Where an appeal of this nature is upheld, the appeal may need to progress to Stage 2: Formal External Appeal in order for corrective actions to be implemented. 
• If the learner remains dissatisfied after receiving the outcome of the Stage 1: Formal Appeal, they may request that Bridgend College submit an appeal to the relevant awarding organisation, where this is permitted under that organisation’s regulations. This is at the discretion of Bridgend College. In such cases the request must be made within the awarding organisation’s published timescales, and the learner may be required to pay the associated awarding organisation fee. This request is subject to the specific information outlined in Stage 2: Formal External Appeal, below. Should the Stage 2: Formal External Appeal be upheld, the associated awarding organisation fee will be refunded.

Stage 2: Formal External Appeal

• Where a qualification is awarded by an external organisation, learners may, after the Bridgend College process is complete, request that the college submits an appeal to the relevant awarding organisation in line with that organisation’s published procedures. In cases where Bridgend College is unable to apply corrective actions to an affected summative assessment, external assessment or final qualification grade, the appeal will need to progress to the awarding organisation appeals process. 
• For qualifications regulated by JCQ, this will follow the JCQ Post-Results Services and Review of Marking procedures. For an up-to-date list of JCQ awarding organisations please refer to https://www.jcq.org.uk/. For other awarding organisations, Bridgend College will follow the specific process required by that awarding organisation. 
• Bridgend College will support learners in accessing relevant documentation and timescales but cannot guarantee acceptance of an external appeal. 
• To progress to a Stage 2: Formal External Appeal, the learner must provide their expressed written consent confirming they wish to proceed, by the deadline specified. Learners are advised that a Stage 2: Formal External Appeal can result in the grade going up, down, or remaining the same. 
• Once the learner’s written consent to progress to a Stage 2: Formal External Appeal has been received, Bridgend College will complete and submit the relevant awarding organisation documentation using the information provided by the learner in the Appeals Form. The appellant cannot amend or add to the evidence or information forming the basis of the appeal. The specific wording used by Bridgend College may be rephrased or contextualised to the nature of the appeal, and the appellant will not be consulted regarding the content or framing of the appeal. A copy of this documentation may be provided at the specific request of the learner. 
• All learners going through an appeal can access wellbeing support and assistance from the Wellbeing Team. The Wellbeing Team is not part of the decision-making pathway and will not be able to update learners on specific details regarding the progress of the appeal.
• All appeals are handled confidentially and in accordance with Data Protection legislation and the college’s Data Management Policy. Records are stored securely and shared only with staff directly involved in the process. 

Vexatious or Unreasonable Conduct

Bridgend College is committed to treating all learners with respect and expects the same in return. Correspondence that is excessive, repetitive, made with intent to disrupt or harass, or that uses derogatory, offensive, or abusive language will not be tolerated. Each appeal will be assessed individually to ensure that legitimate issues are not overlooked and the college will offer guidance on how concerns can be raised in the future. Bridgend College may restrict or withdraw communication in cases of vexatious or unreasonable conduct.

3. Responsibilities (if applicable):

Those responsible for delivering and/or assessing qualifications will familiarise themselves with the detail of, and apply, this policy and procedure in the appropriate circumstances, and will ensure that the Quality Team is informed of all learner appeals.

The Curriculum Management Team will:

• familiarise themselves with the detail of, and apply, this policy and procedure in the appropriate circumstances;
• ensure that any learner appeals are recorded and reported in the manner specified above, including informing the Quality Team when a learner expresses a desire to submit a Stage 1: Formal Internal Appeal

The Quality Team will support the application process for learner appeals where required, and will maintain a central record of all formal learner appeal requests.

4. Related Documents (if applicable):

The appeals policy and procedure for the relevant awarding organisation through which the qualification is awarded must be consulted in conjunction with this policy.

JCQ appeals guidance: https://www.jcq.org.uk/.

Complaints Policy (Your Voice)

5. Document review:

This document will be reviewed in September 2028. Interim amendments may be made as and when necessitated due to changes in sector policy. This will be reflected in the version number of the document.

Equality Impact Assessment Form

Date completed: 05.10.2025
Signed by Manager completing the assessment: Claire Flay-Petty

Welsh Language Impact Assessment

Welsh Language Standards

Action Plan

Actions should demonstrate steps to be taken to reduce or where possible, eliminate any negative impact on the Welsh Language.

Assessment Completion Date: 05.10.2025

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