Appeals Policy.

About this policy

Elearnment Ltd is a company registered in England and Wales (company number 17458288). We provide online training under the Good Food Hygiene brand, at goodfoodhygiene.co.uk. This policy explains how a learner can ask us to look again at an assessment result, or at a decision we have made about their learning, and how we make sure that second look is fair.

How our assessments are marked

It helps to know how results are decided before appealing one:

• Every assessment is multiple choice and marked automatically by our system, on our server, the moment it is submitted. Nobody marks it by hand and nobody can change a result without leaving a record.
• The pass mark is 80% for every assessment, on every course.
• Questions are drawn at random from a larger bank: 10 from 20 for lesson assessments and 20 from 40 for the final assessment. The order of questions and answers is shuffled.
• Paid courses allow 3 attempts at each assessment. Free practice courses allow unlimited attempts.
• Assessments have no time limit.
• We keep a record of every attempt: the questions you were given, the answers you chose, your score and the time.

What you can appeal

• An assessment result, if you believe a question was wrong, unclear, or marked incorrectly.
• A technical problem that affected an attempt, for example losing your connection or a page error that used up an attempt.
• Running out of attempts, where something outside your control affected them.
• A decision about reasonable adjustments, if we refused a request or you think what we offered does not meet your needs.
• A malpractice decision, such as a result being cancelled or a certificate being withdrawn.

What you cannot appeal

• The pass mark, or what a course assesses. These are the standard the certificate stands for, and they are the same for every learner.
• A correctly marked answer that you disagree with. We will still explain why the answer is right and point you to the lesson that teaches it.

If you run out of attempts

If you have used all your attempts on an assessment without passing, and nothing outside your control affected them, you can still ask for one further set of attempts on that assessment. Re-read the lesson first, then email enquiries@goodfoodhygiene.co.uk. We usually reply the same working day.

• The Director decides, and a further set is allowed once for each assessment.
• The new attempts draw fresh questions, with the same pass mark.
• Your earlier attempts stay on record, and the decision is recorded like an appeal outcome.

If a technical problem or anything else outside your control affected your attempts, use the appeal steps below instead.

How to appeal

Email enquiries@goodfoodhygiene.co.uk within 14 days of the result or decision. Please include:

• your name and the email address on your account
• the course and the assessment (or the decision) you are appealing
• what you think went wrong, including the question if it is about a specific one
• anything that supports your appeal, such as a screenshot or the time the problem happened

If something prevented you appealing within 14 days, tell us why — we will not refuse a reasonable late appeal.

What happens next

Stage 1 — a fresh review

• We acknowledge your appeal within 2 working days.
• It is reviewed by someone who was not involved in the original result or decision. Where our size makes that impossible, we will tell you, and ask a suitably qualified person from outside Elearnment Ltd to review it instead.
• The reviewer checks the attempt record, the question and its answer against the course content, and any technical logs.
• You receive a written decision, with reasons, within 10 working days of our acknowledgement.

Stage 2 — final review by the Director

If you are unhappy with the Stage 1 decision, reply within 14 days and ask for a final review. The Director of Elearnment Ltd reviews the appeal and how it was handled, and sends a final written decision within 10 working days. If the Director made the original decision, the final review is carried out by an independent reviewer instead.

If your appeal is upheld

We put it right as fully as the evidence allows. That may mean:

• correcting your score, and issuing your certificate if the corrected score reaches the pass mark
• restoring an attempt that was affected by a fault
• reversing or changing a malpractice or adjustment decision
• fixing a faulty question for every learner, checking whether anyone else was affected, and correcting their results too

Any content we change as a result goes through our Course Content Review Policy.

If your appeal is not upheld

We explain clearly why, show you what the record shows, and tell you how to ask for the Stage 2 review. Once our courses are certified by a CPD body, you will also be able to raise an unresolved appeal about a certified course with that body; we will add its details here when that happens.

Fairness and records

Appealing will never count against you or affect future attempts. Appeals and their outcomes are recorded and kept for 3 years, and the Director reviews them at least every three months to spot faulty questions or patterns.

This policy does not affect your statutory rights.

Responsibility and review

The Director of Elearnment Ltd is responsible for this policy. It is reviewed every year, and sooner if our assessments change.

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