Learner Appeals Policy
This policy outlines Mr Mill’s Barber and Academy’s (the “Academy”) approach to Appeals.
The Academy maintains a streamlined appeals policy, allowing learners to challenge decisions related to admissions, attendance, assessment, or discipline that they deem unfair.
Appeals Procedure
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Informal Resolution: Learners should first discuss concerns with their Course Tutor to resolve issues informally.
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Formal Appeal: If unresolved, learners may submit a formal appeal in writing by email to the Academy owner within 5 days of the decision. The submission should include any relevant new information.
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Appeal Process: The owner will log the appeal and acknowledge receipt within 5 days. An Appeals Panel, consisting of the Owner and up to two impartial staff members not involved in the original decision, will conduct a hearing where the learner may present their case, accompanied by a representative or friend if desired.
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Decision: The Panel will communicate its decision to the learner promptly, with written confirmation typically within 10 working days. A copy of the decision will be retained by the Academy, and the Panel’s decision is final.
Complaints Policy
This policy outlines Mr Mill’s Barber and Academy’s (the “Academy”) approach to Complaints.
Our priority is to ensure your complete satisfaction with every aspect of the service you receive at our academy.
We operate a professional business, consistently striving to uphold the highest standards in all our endeavours, from customer interactions to the quality of our courses.
While complaints are exceptionally rare, we treat each one with the utmost seriousness.
To address any concerns effectively, we have established a comprehensive complaints policy and process to ensure issues are resolved promptly, fairly, and to your satisfaction.
This approach allows us to not only rectify any problems but also to learn from your valuable feedback to enhance our services continually.
What to Do If You’re Not Satisfied
If you find yourself dissatisfied with any part of the service provided, we encourage you to raise your concerns as soon as possible.
Ideally, please inform us while you are still at the academy, or within 2 weeks of your visit, to allow us to address the issue efficiently.
When sharing your feedback, please explain the problem calmly and clearly, providing details that will help us understand your experience.
Our team is committed to listening attentively, asking relevant questions to clarify the situation, and working toward a resolution. Our goal is to resolve all complaints within a maximum of 6 weeks.
If we determine that your complaint is reasonable, we will offer you the opportunity to re-take the course, at no additional cost to you.
In cases where we are unable to rectify the issue to your satisfaction, we may propose a partial or full refund, depending on our assessment of the complaint’s validity and reasonableness.
Our commitment is to ensure you leave our academy feeling valued and satisfied with the outcome.
Malpractice & Maladministration Policy
This policy outlines Mr Mill’s Barber and Academy’s (the “Academy”) approach to handling suspected or actual malpractice/maladministration for staff, tutors, learners, and customers involved in any of our courses.
It ensures consistent investigation and resolution of such cases.
Academy’s Responsibility
Staff managing, assessing, or assuring our courses.
The Academy will maintain arrangements to prevent and investigate malpractice/maladministration.
Policy Review
The Academy reviews this policy annually during self-evaluation, updating it based on feedback, regulatory changes, legislation, operational insights, or trends from prior allegations to ensure effectiveness.
Definition of Malpractice
Malpractice involves deliberate actions compromising assessment integrity, qualification validity, certificate authenticity, the academy’s reputation, or the wider qualification community. Examples include falsifying records, misconduct, or bias toward learners.
Definition of Maladministration
Maladministration involves non-compliance with administrative regulations, such as persistent errors or poor record-keeping within a centre.
Examples of Maladministration
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Persistent non-compliance with learner registration/certification procedures
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Failure to meet centre recognition/qualification requirements
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Late learner registrations
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Delays in responding to Academy requests
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Inaccurate certificate claims
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Inadequate record-keeping or withholding required information
Examples of Malpractice
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Failure to follow assessment/moderation/verification requirements
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Deliberate non-compliance with registration/certification procedures
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Falsifying records or evidence
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Sharing exam-related information
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False declarations of coursework authenticity
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Misuse of exam materials
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Unauthorised materials in exams
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Undermining exam integrity
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Altering results or certificates
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Fraudulent certificate claims
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Collusion in exams/assessments
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Persistent maladministration
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Breaches of assessment material confidentiality
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Plagiarism or impersonation
Reporting Malpractice/Maladministration
Anyone aware of suspected/actual malpractice/maladministration must notify the Academy in writing/email with supporting evidence, including:
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Learner’s name and registration number
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Staff details (if involved)
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Course/qualification details
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Nature of issue and dates
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Initial investigation outcomes/mitigating circumstances
The Academy will investigate, ensuring impartiality and confidentiality of the informant.
Confidentiality and Whistleblowing
Anonymous allegations are accepted, but identity disclosure is preferred. The Academy investigates anonymously reported issues separately before proceeding.
Investigation Responsibility
The Academy oversees prompt investigations to confirm malpractice/maladministration, protecting against adverse effects. Receipt is acknowledged within 48 hours, and a staff member with no conflict of interest leads the investigation.
Notifying Relevant Parties
The Academy informs regulatory authorities or other awarding organisations if malpractice/maladministration impacts qualifications, collaborating to identify affected parties.
Investigation Timelines and Process
Investigations aim to conclude within 10 working days, conducted fairly with objectives to:
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Establish facts
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Identify causes and involved parties
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Assess irregularity scale
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Review actions taken
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Determine remedial steps
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Identify trends
Evidence is secured, and results may be withheld. Staff under investigation may be suspended or reassigned.
Investigation Report
A draft report is shared for accuracy, finalised, and provided to relevant parties, including regulators. It details breaches, responsible parties, and remedial actions. Outcomes are shared within 10 working days, respecting confidentiality.
Investigation Outcomes
Confirmed malpractice/maladministration prompts actions to:
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Protect certification integrity
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Maintain public confidence
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Deter future incidents
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Prevent unfair advantage
Actions may include corrective measures, certificate invalidation, or notifying third parties for further action.