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A complaint is an expression of dissatisfaction concerning RIGHT PROFESSIONALS LTD’s product or service. RIGHT PROFESSIONALS LTD takes all complaints extremely seriously and all staff are trained to rectify any problem as soon as it is brought to their attention and are committed to doing this to the best of their ability.
It is recognized that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer. Therefore, we ask that if you are dissatisfied with the service you have received, you bring this to our attention as soon as possible by speaking to your course “tutor/ assessor” in the first instance.
Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint with the “tutor/assessor”, then please contact the “Manager – Courses & tutor staff”.
When you contact us, please give us your full name, contact details, and a daytime telephone number, along with:
· A full description of your complaint (including the subject matter, dates, and times, if known).
· Any names of the people you have dealt with so far.
· Copies of any papers or letters to do with the complaint.
RIGHT PROFESSIONALS LTD asks that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully. We will acknowledge your complaint within ONE day (24 hours).
The “Manager – Courses & tutor staff” will then investigate your complaint and respond to you within THREE working days (72 hours), which can be earlier depending on the nature of complaint.
Escalating your initial complaint if you remain dissatisfied
In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached, then you may escalate your complaint to our “Head of Centre”. Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far. The “Head of Centre” will investigate in full and respond to you within SEVEN working days.
This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification, then please contact the awarding organisation directly. The awarding organisation is Highfield Qualifications and their complaints policy can be located on their website: https://www.highfieldqualifications.com
Alternatively, please speak to the Highfield Qualifications team on 01302 363277.
Should you address your complaint to Highfield Qualifications and remain unhappy with the outcome, you may then raise your complaint to the relevant qualification regulator. Either a representative of RIGHT PROFESSIONALS LTD or Highfield Qualifications will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.
*The following list of qualification regulators are provided as additional guidance:
· OFQUAL for RQF qualifications delivered anywhere else.
The following relates to complaints regarding publicly funded qualifications in Scotland only. Should you have undertaken a publicly funded qualification in Scotland, wish to make a complaint and you have exhausted the procedures of RIGHT PROFESSIONALS LTD Highfield Qualifications as the awarding organisation and the relevant qualification regulator, then you do have 1 final route of complaint. Please contact the Scottish Public Services Ombudsman (SPSO) directly. Details can be located on their website: www.spso.org.uk.
RIGHT PROFESSIONALS LTD is committed to providing services which embrace diversity and that promote equality of opportunity. As an employer and training provider, RIGHT PROFESSIONALS LTD is committed to equality and valuing diversity within its workforce. Our goal is to ensure that these commitments, reinforced by our values, are embedded in our day-to-day working practices with all our customers and learners.
We will provide equality of opportunity and will not tolerate discrimination on grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation – or any other grounds.
Every person working for RIGHT PROFESSIONALS LTD has a personal responsibility for implementing and promoting these principles in their day-to-day dealings with everyone – including members of the public, other staff, and employers. Inappropriate behaviour is not acceptable.
We think it is important that all our people can contribute to the achievement of the company objectives. Courses will be accessible to all learners and any learner who wishes to discuss any requirements that they may need to have in place are encouraged to notify our team prior to the course taking place so that arrangements can be made.
General Statement
The Director of RIGHT PROFESSIONALS LTD is committed to ensuring a safe and healthy environment for staff, customers, contractors, and visitors. The effective management of health and safety ranks equally with any other managerial or supervisory responsibility. The aim is to ensure that health and safety becomes an integral part of the company’s activities.
Our statement of general policy is:
To provide adequate control of the health and safety risks arising from our activities.
To consult with employees on matters affecting their health and safety and encourage active participation to maintain and improve standards.
To provide and maintain safe and healthy premises.
To provide and maintain safe work equipment.
To ensure safe handling and use of substances.
To ensure employees are competent to do their tasks, providing information, instruction, training, and supervision as required to ensure safe and healthy working.
To ensure contractors are competent to manage the health and safety aspects of their work.
To monitor health and safety standards by carrying out regular inspections.
To record and investigate significant accidents and cases of work-related ill health and where appropriate implement measures to prevent re-occurrences.
To review and revise this policy as necessary at least every 12 months.
The organisation, responsibilities, and general arrangements to implement this policy are attached, where appropriate the arrangements will be developed locally to control specific risks.
Introduction
This policy is aimed at our customers, including learners, who are delivering/registered on RIGHT PROFESSIONALS LTD programmes, courses, approved qualifications, or units within or outside the UK, and who are involved in suspected or actual malpractice/maladministration.
The centre’s responsibility
It is important that learners and all staff involved in the management, assessment and quality assurance of our qualifications are fully aware of the contents of the policy. They must also be aware that we have arrangements in place to prevent and investigate instances of malpractice and maladministration.
Definition of maladministration
Maladministration is essentially any activity or practice that results in non-compliance with administrative regulations and requirements, including the application of persistent mistakes or poor administration.
Definition of malpractice
Malpractice is essentially any activity or practice that deliberately contravenes regulations and
compromises the integrity of the internal or external assessment process and/or the validity of certificates. Malpractice may include a range of issues from the failure to maintain appropriate records or systems, to the deliberate falsification of records to claim certificates. For this policy, this term also covers misconduct and forms of unnecessary discrimination or bias towards certain or groups of learners.
Examples of maladministration
Persistent failure to adhere to our learner registration and certification procedures.
Persistent failure to adhere to our centre recognition, qualification requirements and/or associated actions assigned to the centre.
Late learner registrations (both infrequent and persistent).
Unreasonable delays in responding to requests and/or communications from the awarding organisation.
Inaccurate claims for certificates.
Failure to maintain appropriate, auditable records, for example, certification claims.
Examples of malpractice
Failure to carry out internal assessment, internal moderation, or internal verification in accordance with our requirements.
Deliberate failure to adhere to our learner registration and certification procedures.
Deliberate failure to continually adhere to our centre recognition and/or qualification approval requirements or actions assigned to your centre.
Deliberate failure to maintain appropriate auditable records, for example, certification claims and/or forgery of evidence.
Fraudulent claims for certificates.
Intentional withholding of information from us that is critical to maintaining the rigour of quality assurance and standards of qualifications.
Collusion or permitting collusion in exams/assessments.
Learners still working towards qualification after certification claims have been made.
Plagiarism by learners/staff.
Copying from another learner (including using ICT to do so).
Withholding of information, by deliberate act or omission.
Knowingly allowing the use of AI in creation of learner work.
Process for making an allegation of malpractice or maladministration
Anybody who identifies or is made aware of suspected or actual cases of malpractice or maladministration at any time must immediately notify the Head of Centre. In doing so, they should put them in writing or an email and enclose appropriate supporting evidence. Head of Centre will then conduct an initial investigation to ensure that staff involved in the initial investigation are competent and have no personal interest in the outcome of the investigation.
In all cases of suspected malpractice and maladministration reported, RIGHT PROFESSIONALS LTD will protect the identity of the ‘informant’ in accordance with our duty of confidentiality and/or any other legal duty.
Notifying relevant parties
Where applicable, our director will inform the appropriate regulatory authorities/awarding organisations via written communication if we believe there has been a suspected or actual case of malpractice or maladministration, which could either invalidate the award of a qualification or affect another awarding organisation.
Where the allegation may affect another awarding organisation and their provision, we will also inform them in accordance with the regulatory requirements and obligations imposed by the relevant qualification regulator. If we do not know the details of organisations that might be affected, we will ask the appropriate regulator to help us identify relevant parties that should be informed.
Investigation timelines and summary process
We aim to action and resolve all stages of the investigation within 10 working days of the receipt of the allegation. The fundamental principle of all investigations is to conduct them in a fair, reasonable, and legal manner, ensuring that all relevant evidence is considered without bias.
Where a member of RIGHT PROFESSIONALS LTD staff or an associate of RIGHT PROFESSIONALS LTD is under investigation, we may suspend them or move them to other duties until the investigation is complete.
Investigation report
After any investigation, Head of Centre will produce a draft report for the parties concerned to check the factual accuracy. Any subsequent amendments will be agreed between the parties concerned and us.
If it were an independent/third party that originally notified us of the suspected or actual case of
malpractice, RIGHT PROFESSIONALS LTD will also inform them of the outcome (normally within 10 WORKING DAYS of making our decision). In doing so, we may withhold some details if disclosing such information would breach a duty of confidentiality or any other legal duty.
If it is an internal investigation against a member of staff acting on behalf of, or representing, RIGHT PROFESSIONALS LTD, the report will be agreed by the managing director or a person of similar responsibility, along with the relevant internal managers, and appropriate internal disciplinary procedures will be implemented.
In addition to the above, RIGHT PROFESSIONALS LTD will record any lessons learnt from the investigation and pass these onto relevant internal colleagues to help prevent the same instance of maladministration or malpractice from reoccurring.
If the relevant party or parties wish to appeal against our decision to impose sanctions, please refer to our Complaints Procedure.
RIGHT PROFESSIONALS LTD provides high-quality training related to security qualifications in the Private Security Industry including “Top Up” qualifications. Quality is essential to our business because we value our all stakeholders including admin staff, tutors, trainers, learners, and customers. We strive to provide our customers products and services that meet and even exceed their expectations.
RIGHT PROFESSIONALS LTD is committed to ensuring continuous improvement within all aspects of our business. We have established a Quality Management System (QMS) and policy statement that provides a framework for measuring and improving our performance. We have the following systems and procedures in place to support us in our aim to provide satisfaction for all stakeholders involved and ensure ongoing improvement throughout our business:
1. Monitoring/Customer Feedback. We manage and record customer feedback through detailed feedback forms completed by learners at the end of each course. This feedback is reviewed by the management team to identify areas for improvement and ensure standardization. Actions are taken based on this feedback to enhance the quality of our training and assessments.
2. Standardisation. To ensure standardization, we conduct regular management meetings where staff discuss suggestions for improvement. These meetings are essential for aligning assessment methods and sharing best practices. They ensure that all team members are consistent in their approach and understand the standards required by the awarding bodies and organizations.
3. Continued Professional Development (CPD). We ensure that our staff keep their knowledge up to date by engaging in CPD activities. This includes attending workshops, seminars, and training sessions relevant to their roles and responsibilities. CPD records are maintained and reviewed regularly to ensure ongoing professional growth and adherence to the latest industry standards.
4. Internal Processes. Our internal processes are kept up to date with updates from our Awarding Organization. This is managed through regular reviews of guidelines and standards, with updates communicated to all staff. Documentation is maintained to ensure all changes are recorded and implemented effectively.
5. Monitoring/Sampling. Quality assurance is applied and monitored when delivering and assessing qualifications through our IQA sampling strategy:
New Tutors: 100% of their courses are sampled to provide support and ensure compliance with standards.
Experienced Tutors: Sampling is reduced to 50% once they demonstrate consistent quality in their assessments.
Very Experienced Tutors: Sampling may drop to 10% for those with a proven track record of high-quality delivery and assessment.
6. IQA Roles & Responsibilities. The IQA will:
Ensure delivery and assessment are in line with qualification requirements.
Ensure all assessment paperwork is completed accurately.
Ensure all tutors/assessors are sampled over time.
Support and offer development opportunities for tutors/assessors.
Provide an audit trail of internal quality assurance.
Lead the standardization meetings.
Review learner feedback to implement improvements.
RIGHT PROFESSIONALS LTD internal procedures are reviewed regularly and communicated to all appropriate areas of the business through internal communications, meetings, and training sessions. The Manager – Courses/Tutor Staff has ultimate responsibility for quality assurance, all staff have a responsibility within their own areas of work to ensure that quality is embedded throughout the training department of RIGHT PROFESSIONALS LTD.
Introduction
“Right Professionals Ltd” is required by law to do what is ‘reasonable’ in terms of giving access to assessment. However, this will vary from person to person depending on the individual circumstances, cost implications and the practicality and effectiveness of the adjustment.
Reasonable Adjustments may be granted in circumstances which address and help to reduce the effect of a disability or difficulty which would substantially disadvantage a learner during an examination or assessment situation.
Identification of Learners’ Needs
Right Professionals Ltd will ensure that all measures are in place in which the requirement for a reasonable adjustment is identified prior to the learner undertaking the qualification and assessment. This will be highlighted during the enrolment of the learner onto the qualification(s). Any adjustment should be based on the individual learner’s need to access the assessment. Right Professionals Ltd will provide effective procedures for the identification of learners’ needs which comply with the requirements of Disability and Discrimination Legislation and must be notified to the Right Professionals Ltd staff at the earliest opportunity. Once the appropriate adjustment has been identified, it must be documented for audit purposes.
Categories of Need
The following types of Reasonable Adjustments are relevant to the categories of need listed below:
Physical Environment: This means the provision of followings: –
a reader, writer, or interpreter according to individual need.
suitable mechanical or electrical aids.
an alternatively formatted question paper, e.g., with enlarged print, or different paper colour.
extra 25% assessment time allowance.
Visual Impairment: It means the provision of below: –
a reader, writer, or interpreter according to individual need.
suitable mechanical or electrical aids.
an alternatively formatted question paper, e.g., with enlarged print, or different paper colour.
extra 25% assessment time allowance.
Hearing Impairment: The provision includes following: –
a communicator and/or interpreter.
appropriate mechanical or electrical devices.
any additional aids as recommended by a specialist teacher of the deaf.
extra 25% assessment time allowance.
Learning Difficulties: Learning difficulties means the provision of below: –
a reader and/or writer.
audio visual aids according to learner’s need.
extra 25% assessment time allowance
3.6 Medical Conditions:
arrangements to be made according to learner’s individual need.
extra 25% assessment time allowance.
English as a second/additional Language: This means the provision of followings:-
a non-electronic bilingual dictionary.
a reader and/or writer.
extra 25% assessment time allowance.
Language Translators
Right Professionals Ltd does not allow the use of translators to assist learners who do not speak, write, or understand English, considering awarding body instructions.
Translated Examination Papers
Any learner wishes to attempt the examination paper in other language than English, must notify us at the earliest. Right Professionals Ltd, key contact will notify the Highfield for the guidance on contact number 0845 226 0350 or by email.
Reasonable Adjustment Principles: Followings principles will apply for the adjustment of assessments: –
Adjustments should not compromise the assessment requirements of the qualifications.
They should not provide the learner with an unfair advantage.
They should be consistent with the learner’s normal way of working.
They should be based on the individual need of the learner.
They should allow learners an equal opportunity to show what they can do and what they know without altering competence standards.
Reasonable Adjustments Permissions Table: Following table indicates where the decisions on Reasonable Adjustments can usually be made. Right Professionals Ltd must seek advice from Highfield in any case where they do not consider that they have the expertise to judge whether a reasonable adjustment is needed or are unable to apply these criteria.
Reasonable Adjustment Assessments which are taken under examination conditions
Extra time up to 25 per cent of the total exam time AC
Extra time more than 25 per cent Highfield
Supervised rest breaks AC
Change in the organisation of assessment room AC
Separate accommodation within the Centre AC
Assessment at an alternative venue Highfield
CCTV and OCR scanners Highfield
Use of colored overlays, low-vision aids, tinted spectacles, AC
Use of assistive software Highfield
Use of bilingual and bilingual translation dictionaries AC
Assessment material in enlarged format Highfield
Assessment material in Braille Highfield
Language modified assessment material Highfield
Assessment material in BSL Highfield
Assessment material on colored paper Highfield
Assessment material in audio Highfield
Use of ICT Highfield
Responses using electronic devices Highfield
Responses in BSL Highfield
Responses in Braille Highfield
Reader AC
Scribe AC
BSL Interpreter Highfield
Prompter Highfield
Practical assistant Highfield
Transcriber Highfield
Monitoring And Evaluation Procedures for Reasonable Adjustments
In the interest of an inclusive assessment process, a working definition of “Reasonable Adjustment” is any action which addresses and helps to reduce the effect of the disability or difficulty which would substantially disadvantage a learner during an examination or assessment situation. The rationale is to make appropriate Reasonable Adjustments to standardised assessment arrangements to enable access.
The following procedures apply:
Right Professionals Ltd, will consider in advance if any learner has any difficulties in accessing assessment and will ensure to meet their responsibilities to learners and comply with current disability and equal opportunity legislation as well as meeting regulatory requirements.
All staff must have training in relevant access issues.
Right professionals Ltd, will follow the Highfield procedures for requesting adjustments must be followed on each occasion such adjustment is required and only approved adjustments will be allowed, and the approved level of assistance must not be exceeded.
Reasonable Adjustments for Functional Skills English
Speaking, Listening and communication
It is recognised that British Sign Language (“BSL”) is not a form of English; however, BSL is permitted as an alternative to English for the assessment of this component where BSL is the learners’ normal way of communicating in the contexts described by the standards.
No other languages are permitted as alternatives to English.
Access to augmentative speech equipment is permissible where it reflects the learner’s normal way of working.
A human reader is allowed to read the instructions only.
As a last resort, learners who are disabled under the terms of the Equality Act 2010 and have no accessible means of communication may request and exemption from this component.
Extra time is allowed dependent of needs*.
Reading
The use of a word processor with the spell check facility switched on is permitted for all learners.
A human reader cannot be used to demonstrate the requirements of the standards for the reading component as this does not meet the requirement of independence. Learners who are classed as disabled under the terms of the Equality Act 2010 and use assistive technology as their normal way of reading can demonstrate they are able to independently meet the requirements of reading standard by technology.
As a last resort, an exemption from the reading requirement can be requested for learners with disabilities who cannot use assistive technology tasks only.
Extra time is allowed dependent on needs*.
Writing
The use of a word processor with the spell check facility switched on is permitted for all learners.
A human reader is allowed to read the instructions to writing in tasks only.
A human scribe cannot be used to demonstrate the requirements for the standards as this does not meet the requirement for independence. Learners who are classed as disabled under the terms of the Equality Act 2010 and use assistive technology as their normal was of producing written texts can demonstrate that they are able to independently meet the requirements of the written standard by a computed and appropriate software. As a last resort, and exemption from the writing requirements can be requested for the learners with disabilities who cannot use assistive technology.
Extra time is allowed dependent on needs*.
Note: *Onscreen assessment: Extra time must be selected when scheduling the assessment as this cannot be added once the learner has started the assessment. See Highfield FS English Centre Support pack for instructions.
Notifications
