Customer Complaints, Rechecks & Appeals Policy
Effective Date: 01/08/2025
At Bloom Consultancy, we are committed to providing a high-quality learning experience across all our programmes, particularly in HR strategy, workplace safety, and ISO systems. We recognise that from time to time, learners and clients may wish to raise concerns about assessments, training delivery, or administrative matters. Our policy ensures that all feedback, complaints, rechecks, and appeals are handled professionally, transparently, and in a timely manner. A complaint can be made informally to any member of staff, who will discuss the complaint with the learner and attempt to resolve it. Formal complaints may be made via email: info@bloomco.ie
Purpose of this Policy
This policy outlines the procedures available to learners and clients who wish to:
- Request a recheck of assessment scores
- Appeal an assessment decision
- Lodge a formal or informal complaint about any aspect of our service
Definitions
- Recheck: This refers to the administrative review of scores awarded in a module or component, ensuring that all marks were correctly totalled and recorded.
- Review/Appeal: A formal reconsideration of an assessment outcome, either by the original assessor or by an appointed independent reviewer. Appeals must be based on clearly stated grounds (e.g., a belief that the assessment decision was flawed or inconsistent).
- Complaint: Any expression of dissatisfaction with the fairness, process, or quality of service received, whether related to assessment, training delivery, or administrative support.
Guiding Principles
Our process is built on the following principles:
- Learner Centered: Clear, accessible procedures designed with the learner experience in mind.
- Transparency: All parties are informed of the rationale behind any decisions made.
- Timeliness: Concerns are addressed at the earliest opportunity to avoid unnecessary delay.
- Fairness and Confidentiality: We ensure due process for all parties, uphold confidentiality, and operate in accordance with the principles of natural justice.
- Continuous Improvement: Complaints and appeals help us refine our systems and improve our service delivery.
Complaints Process
Learners or clients who wish to lodge a complaint or appeal a service-related decision (including access to courses, assessment outcomes, or administrative processes) may do so by emailing our Training Team at info@bloomco.ie
- Upon receipt, the complaint will be acknowledged, logged, and escalated as required for investigation.
- All formal complaints are managed according to our internal procedures for quality management and non-conformance resolution.
- Once the investigation is complete, the complainant will be notified of the outcome in writing.
- If corrective actions are identified, they will be recorded, implemented, and monitored as part of our continuous improvement strategy.
- A formal response will be issued by the Training Manager within 14 working days of acknowledging the complaint.
Assessment Appeals Process
At Bloom Consultancy, learners have the right to appeal assessment results if they believe an error has occurred or the outcome is unfair. Informal concerns can be raised directly with the assessor on the day of the assessment. For formal appeals, learners must submit a written request within 10 working days of receiving their provisional results. Appeals are reviewed fairly and transparently, and assessment feedback can be provided upon request. If no appeal is received within the timeframe, results are finalised and submitted to the awarding body.
- Learners are introduced to this policy at the start of their course. It is also published on our website for easy reference.
- For programmes leading to certification (e.g., QQI, IOSH, PHECC), learners will be notified of their provisional results in advance of any final submission.
- Learners have 10 working days from the issue date of provisional results to submit.
- If no appeal is lodged within the specified period, results are finalised and submitted to the awarding body.
- On the day of assessment, learners may raise immediate informal concerns with the assessor, who will provide verbal feedback and support.
- Should a formal appeal be necessary, learners must submit it in writing (typically via email) outlining the grounds for the appeal.
- Assessment-related materials, including marking sheets and assessor comments, can be provided upon request.
Contact
If you have any questions regarding these Terms, please contact:
Bloom Consultancy
info@bloomco.ie
