Complaints and Appeals

Best Practice Network is committed to ensuring that its practices are fair and transparent, conducted according to agreed policies and procedures. Best Practice Network has adopted the following appeals and complaints policy. No applicant or candidate shall be prejudiced or disadvantaged by using this policy.

Complaints

A complaint may be about:

  • the administration of an application
  • the training and support received whilst on the programme
  • a perception that a Best Practice Network or national policy or relevant legal requirement has not been correctly implemented or adhered to when dealing with an application or candidate.

Procedure

An applicant/candidate wishing to lodge an appeal or complaint should write to:

Administration and Quality Manager
Best Practice Network Limited

Third Floor
Newminster House
27-29 Baldwin Street
Bristol
BS1 1LT

Complaints or appeals will only be considered from the applicant or candidate concerned and not from any third party.

An applicant/candidate wishing to make a complaint should do so within 21 days of the matter with which the complaint is concerned.

Appeals

An appeal is defined as a request for reconsideration of a decision to reject an application or remove (withdraw) a candidate from the programme. Should a rejected applicant or a withdrawn candidate consider that either:

  • Best Practice Network has not adhered to its own policies or procedures or is in breach of any national policies or relevant legal requirements: or
  • there is evidence of bias or prejudice against the applicant/candidate

then s/he is entitled to ask for a review of the decision to reject/withdraw.

Appeals may also be made after a ‘Not Met’ outcome of summative assessment - there will be a programme specific procedure to follow for this.

An applicant/candidate wishing to lodge an appeal should do so within 21 days of the date of the letter, informing him or her of the decision on his or her application/withdrawal.

If an appeal or complaint is lodged, the Best Practice Network Senior Administrator will contact the applicant to acknowledge receipt of the appeal or complaint. Best Practice Network will endeavour to deal with any appeal or complaint within 28 days. The applicant will be kept informed of the progress of his or her appeal or complaint if the period of investigation is likely to exceed 30 working days.

The Best Practice Network Senior Administrator will investigate the circumstances of the appeal or complaint consulting relevant staff including, but not limited to, staff in the department which oversees the programme to which the applicant sought admission/ was participating in. In certain circumstances the results of the investigation may be passed to a Director of the organisation for a ruling.

During the course of the investigation, the applicant may be asked to provide further information on, or clarification of, any points made in his or her initial correspondence.

Outcomes of complaints / appeals

Complaints

The investigation of a complaint will result in either the complaint being rejected or upheld wholly or in part. Should a complaint be rejected, the applicant or candidate will be informed accordingly with a statement as to why the complaint has been rejected.

If the investigation determines that the complaint be upheld in whole or in part, an apology will be issued to the applicant/candidate. Should the findings suggest that changes to procedures or policies are appropriate; this will be stated in any correspondence to the applicant.

Appeals

Should the investigation establish that a decision to reject was made in breach of any Best Practice Network policy or procedure, any national policy or law, or if there is evidence of bias or prejudice against the applicant, the application/ candidate’s place will be reconsidered. Should the reconsideration result in a decision to admit the applicant/ re-engage the candidate (subject to any conditions being met), but at such a time in the cycle that the original entry point is not possible, a suitable alternative entry point will be offered.

Should the investigation determine that the original decision be upheld, the applicant/candidate will be informed accordingly with a statement as to why the appeal has been rejected.

Further consideration

Should an applicant or trainee be dissatisfied with the outcome of an appeal or complaint, s/he should write to the Programme Leader stating the reasons for his or her dissatisfaction and the outcome s/he was seeking. The Programme Leader, in conjunction with the Chief Executive, will investigate the appeal or complaint.

The decision of the Programme Leader and the Chief Executive is final. Once this decision has been communicated to the applicant, no further correspondence will be entered into regarding this application/ withdrawal from the programme.

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