Student Support

Complaints and Appeals

Eden College  wants all learners to achieve with the support of the centre through the our very dedicated and committed Learning and Development Advisers , however   on occasion you may not  feel you are not being supported    as you would like and therefore want to appeal against   the decision made on your assessment and subsequently complain. The process of  appeals and complaints are  as follows;

Appeals Procedure

All learners have the right to appeal in case of concerns, disagreements and disputes about the interpretation of standards and / or an assessment decision as well as an information, advice and guidance intervention.  Appeals are referred to the Centre Co-ordinator (the Learning and Assessment Coordinator) in the first instance who then passes this to the Internal Verifier.

 

The Internal Verifier requires copies of all relevant material, following receipt of such, discusses the matter individually with the candidates and assessor/trainers/tutors/ Careers Adviser- Consultants concerned in a formal meeting.  If it is not clear to make a decision on this basis.  The Internal Verifier seeks guidance from the Principal Learning and Development Adviser, being the Managing Director. The Principal Learning Development Adviser then forms a separate appeals panel to look at the case in more depth and at this point a decision is made.  The panel normally consists of an independent representative agreed by the learner, a trainer / tutor or assessor who is not familiar with the learners work. If the dispute is still unresolved the matter is referred to the External Verifier / Chief Verifier of The awarding body concerned.

Diagram

Candidate /Client        ——-> Dispute (Learning and Assessment Coordinator)

Learning and Assessment Coordinator records receipt of disagreement immediately. And gives details of disagreement/complaint to the relevant Eden College Internal Verifier in no more than five days.

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Eden College  Internal Verifier

Internal Verifier is given five days to review the case and if the Internal Verifier  can not resolve the case the Internal Verifier  passes details to the  chair of the panel of adjudicators. Normally Independent assessors who are not familiar with the learner.

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Panel of Independent Adjudications

Panel is given two days from sitting to come to a decision.

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Case not resolved

If panel can not come to a decision they must pass on their findings after three days to the awarding body, external Verifier to make   a decision and recommendations.  Timescale to be negotiated with the awarding body concerned. (OCR, TQUK, Pearson, CHACE, ATHE, VCTC).

Statement of Complaints

Please take a few moments to reflect back on your course and ask yourself if you where happy with this.   And complete our client satisfaction/course evaluation questionnaire.    All clients’ views will be considered in reviewing our plans for the future, and welcomed as a means of ensuring that we provide a high quality service.  Eden College aims to provide high quality services, both for learners / other clients employers and IAG clients.  We believe we achieve this most of the time:  if we are getting it right please let us know.  You can do this by speaking or e-mailing The Learning and Assessment Coordinator.  In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know for any reason you are not satisfied with your dealings with the organisation.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response, and then a full response within five working days.  If you are not satisfied with our responses or wish to raise the matter more formally, please write to the Principal Learning and Development Adviser,(Managing Director)  Details of the name and address of both the Principal Learning and Development Adviser and chair of  the College  can be obtained from our Leaning and Assessment Coordinator.   (If your complaint is about the Principal, please write to the Chair, (again contact details can be obtained from the Learning and Assessment Coordinator who will report the matter to the next  Advisory Board meeting, which will decide on any further steps to resolve the situation.  All written complaints will be logged.  You will receive a written acknowledgement within three working days.  The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with.  If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
Finally, please also let us know if you are happy with our services.

Guidance & Support

Supporting  you to progress in your sector and occupational area is very important and we have a  qualified and trained practitioners who  can do this, joining  one of our Careers Guidance  workshops  will  give  you  insight into    progression routes  and opportunities in the workplace  for your next steps following your programme of study.

Careers Advisers 

Ann Odonkor, Adiba Karim and Freda Jacobson are all trained and qualified  Careers information advice and guidance practitioner with a wealth of  experience in this and  are able to  support you in   your next step and  align you with the opportunities in the labour market, if you are seeking new opportunities to the one you have already or new opportunities   form not having an opportunity  currently.  The college is interested in  your progression and success  in your occupation  and wants to support you to achieve your very best.  So we do  encourage all learners to attend our occupational careers workshops and  have the opportunity to discuss the next step in your career whilst on programme or following completion of your programme

 

The Service works with students and members of the public who are aged 19 or more. You do need to book an appointment to meet with one of their representatives and you can do this via email. Just click here.

Learning and Development Advise sessions  

Bi weekly you will have a one-hour group tutorial, plus regular one-to-one tutorials with your  Learning and Development Adviser, They will work with you to make sure you are making progress on your course, and to help link you up with additional help and support should you need it.

 

Counselling Services

Student life should be enjoyable but sometimes we encounter problems that we cannot cope with alone. It’s why we have a trained Counsellor on our team who is available for all our Learners we work with Two Robins who provide this very needed  service and sessions would need to be booked in advance. 

The first session  is  provided by Eden  Free of charge  and will a last   one hour subsequent  sessions  will be agreed if needed and  would need to be funded  by the individual learner

Freedom of Information

The data you provide on your application form and the information in your assignments will be treated confidentially, and we will comply with the requirements of the 1998 Data Protection Act. This means that you have the right to see the data and information that is being kept about you if you want to.

You also have the right to say whether this or other information about you is shared with other organisations. We will be able to help you more effectively if we are able to share information with e.g. Schools, Colleges, other Eden College trainers and assessors, training organisations and employers. If you are unhappy about this please let us know now or at any time in the future. College is fully compliant with the requirements of the Freedom of Information Act 2000.

You may find the information you seek on our site, but if you wish to request information covered by the Act please email us via this link.

Where we need to provide specific information in hard copy form we will charge a fee – normally £10 – and will seek to respond to requests within four weeks.

You can request information covered by the Act:

  • Governance
  • Financial resources
  • Physical resources
  • Student administration and support
  • Information services
  • Teaching and learning
  • External relations