Policies & Procedures

Policy Statement

This policy outlines the procedures learners should follow if they wish to appeal an assessment decision related to an accredited course. It ensures that all appeals are handled fairly, consistently and promptly.

Scope

This policy applies to all learners enrolled in accredited courses at Ask U Training who wish to appeal decisions concerning:

• Assessment outcomes
• Internal quality decisions (IQA)
• Malpractice or misconduct findings
• Exclusions or course removals related to academic performance

Principles

• All learners have the right to appeal decisions without fear of reprisal.
• Learners will be given clear guidance on the appeal process.
• The appeals process is separate from and does not replace complaints procedures.
• Appeals will be treated seriously, handled confidentially and resolved as quickly as possible.

Grounds for Appeal

Acceptable grounds for appeal include:

• Perceived unfair assessment
• Procedural error in the assessment or verification process
• Evidence of discrimination or bias
• Mitigating circumstances not previously considered

Appeals Procedure

If the learner's appeal is upheld, Ask U Training will review lessons learned and provide staff training where needed. If denied, the learner will receive a written explanation.

Record Keeping

• All appeals and outcomes will be recorded and retained for a minimum of 3 years.
• Records will be reviewed as part of quality assurance processes.
• All documentation will be securely stored.
• Upon request, the registered awarding body will be granted access to any relevant records.

Ask U Training is accredited by Highfield Qualifications. Their appeals policies are available at highfieldqualifications.com

Policy Review

Ask U Training will conduct an annual review of this policy and update it as necessary in response to feedback from customers and stakeholders, changes in operational practices, directives from the awarding body or updates in legislation.

Purpose

This policy outlines the procedure for issuing training certificates and ensures that all payments are received before certificates are processed and distributed.

Policy Statement

Training certificates will only be processed and issued once full payment for the course has been received and cleared.

Terms

Payment Requirement

• Participants / Lead course organisers must ensure that full payment for the training programme is completed before requesting a certificate.
• Partial payments or pending invoices will delay certificate processing.

Processing Time

• Once payment is confirmed, certificates will be processed within 5 business days.
• Participants / Lead course organisers are responsible for providing correct details for certificate issuance.

Non-Payment Consequences

• If payment is not received, no certificate will be issued.
• Any disputes regarding payment must be resolved before certificate processing.

Scope

By completing the training programme with Ask U Training, participants and/or the lead course organiser confirm their acknowledgement and acceptance of this policy.

Policy Review

Ask U Training will conduct an annual review of this policy and update it as necessary in response to feedback from customers and stakeholders, changes in operational practices, directives from the awarding body or updates in legislation.

Policy Statement

This policy provides learners with a clear and structured procedure to raise concerns and complaints about any aspect of their learning experience, ensuring all issues are addressed fairly, promptly and without bias.

Scope

This policy applies to all written and verbal complaints, as well as negative and positive feedback, received by Ask U Training. It is relevant to learners, staff, volunteers, stakeholders and members of the public. The policy covers:

• Complaints regarding training delivery, staff conduct, facilities or services.
• Constructive negative feedback aimed at improving quality.
• Positive feedback reflecting satisfaction with the service provided.

All forms of feedback, whether complaints, suggestions or praise, will be treated seriously and used as a means of continuous improvement.

Principles

Ask U Training is committed to:

• Promoting the best interests of learners and stakeholders through openness and accountability.
• Responding to all feedback and complaints promptly, fairly and respectfully.
• Treating all complaints and feedback confidentially and in line with data protection regulations.
• Ensuring investigations are conducted by impartial staff not directly involved in the matter.
• Using feedback as an opportunity to improve services, resolve issues and reinforce good practice.

Complaints Procedure

Negative Feedback

• Acknowledged within 14 working days, by email or telephone.
• The issue will be discussed at the next relevant management meeting.
• A formal response will be issued by a designated senior manager within 14 working days following the meeting.
• All feedback and actions will be recorded in meeting minutes.

Positive Feedback

• Positive feedback will be shared with a designated senior manager and documented in standardisation or management meeting minutes.
• Where appropriate, a personal acknowledgement will be made by a designated senior manager via email or phone.

External Complaint Sources

If a learner feels their complaint remains unresolved, they may escalate their concerns externally to the awarding body. Ask U Training will support the learner by providing relevant documentation and contact details. If a learner fully exhausts the awarding organisation's complaints procedure and remains dissatisfied, they may escalate to the relevant qualification regulator.

Policy Review

Ask U Training will conduct an annual review of this policy and update it as necessary in response to feedback from customers and stakeholders, changes in operational practices, directives from the awarding body or updates in legislation.

Policy Statement

This policy recognises the importance of the Equality Act 2010. Ask U Training is committed to the three aims of the general equality duty:

• Eliminate unlawful discrimination, harassment and victimisation and other conduct prohibited by the Act.
• Advance equality of opportunity between people who share a protected characteristic and those who do not.
• Foster good relations between people who share a protected characteristic and those who do not.

Definitions

• Equality - the state of being equal, especially in status, rights, or opportunities.
• Diversity - understanding that each individual is unique and recognising our individual differences.
• Discrimination - the unjust or prejudicial treatment of different categories of people under the protected characteristics.
• Prevent Duty - making sure everyone is kept safe and within the law; supporting learners to express concerns or act on them in non-extremist ways.

Scope

This policy applies to all staff and learners enrolled on accredited courses at Ask U Training. We will ensure that all learners and employees are treated fairly and are not subjected to unlawful discrimination.

Protected Characteristics

The Equality Act 2010 recognises 9 protected characteristics: Age, Disability, Gender reassignment, Marriage or civil partnership, Pregnancy and maternity, Race, Religion, Sex, and Sexual Orientation.

Equality Principles in Employment

Ask U Training aims to employ a workforce that reflects the community it serves at every level. No employee, job applicant or candidate for promotion will be disadvantaged or treated less favourably because of conditions or requirements that are not related to the job. Reasonable adjustments will be made in accordance with the Equality Act 2010.

Equality Principles in Education

Ask U Training will treat all learners as individuals and with dignity and respect in the provision of access to facilities, learning opportunities and support. The curriculum will be devised to positively promote all aspects of equality and diversity.

Reporting and Complaints

Staff, learners or other parties who make a complaint of discrimination have the right to do so without fear of victimisation. Any cases of harassment, discrimination, bullying or victimisation will be taken very seriously and subject to disciplinary action where appropriate.

Ask U Training is accredited by Highfield Qualifications. Their policies are available at highfieldqualifications.com

Policy Review

Ask U Training will conduct an annual review of this policy and update it as necessary in response to feedback from customers and stakeholders, changes in operational practices, directives from the awarding body or updates in legislation.

Policy Statement

Ask U Training is committed to ensuring, so far as is reasonably practicable, the health, safety and welfare of all employees, learners, visitors and contractors who may be affected by our activities. We aim to maintain a safe and healthy working and learning environment in compliance with all relevant health and safety legislation, regulations and best practices.

Scope

This policy applies to all employees, all learners enrolled in training programmes, visitors, contractors and any other individuals involved in activities organised by Ask U Training, and all training sessions whether conducted on-site, off-site or online.

Principles

• Compliance with Legal Requirements - full compliance with relevant health and safety legislation and standards.
• Risk Assessment and Management - identify hazards, assess risks and implement appropriate control measures.
• Safe Environment - maintain safe premises, equipment and systems of work.
• Training and Supervision - provide adequate health and safety information, instruction and training to all staff and learners.
• Emergency Preparedness - implement clear emergency procedures including fire safety, first aid and accident reporting.
• Consultation and Communication - involve staff and learners in health and safety discussions.
• Continuous Improvement - regularly monitor, review and update health and safety practices.

Responsibilities

Management: Overall responsibility for implementing and monitoring this policy. Conduct regular risk assessments and safety inspections. Maintain a fully equipped first aid kit and trained first-aiders on site.

Staff: Follow safe practices and report hazards or incidents.

Learners: Comply with health and safety rules, report hazards, accidents or unsafe conditions immediately, use PPE where required and follow all safety instructions during training.

Contractors and Visitors: Comply with site safety rules and cooperate with staff regarding safety arrangements.

Emergency Arrangements

• Fire evacuation routes and assembly points displayed prominently in training venues.
• Trainers will brief learners on emergency procedures at the start of each course.

Accident and Incident Reporting

• All accidents, incidents and near misses must be reported immediately to Ask U Training senior management.
• An Accident Report Form must be completed for every incident.
• Serious incidents will be investigated, findings recorded and acted upon.

Policy Review

Ask U Training will conduct an annual review of this policy and update it as necessary in response to feedback from customers and stakeholders, changes in operational practices, directives from the awarding body or updates in legislation.

Senior Leadership

Role	Name	Responsibilities
Managing Director - Compliance	Jennette Askew	Provides strategic leadership, ensures regulatory compliance and oversees organisational governance. Oversees curriculum planning, delivery, and supports assessors/tutors and learners across the programme.
Managing Director - Quality	Gill West	Leads quality assurance processes and maintains high standards in teaching and learning. Manages daily training operations, staffing and learner engagement. Oversees curriculum planning, delivery, and supports assessors/tutors and learners across the programme.

Quality Assurance & Assessment

Role	Name	Responsibilities
Lead IQA	Gill West	Leads the internal quality team, ensuring compliance with awarding body and regulatory requirements.
IQA (Internal Quality Assurer)	Gill West	Monitors assessors' practices, ensuring assessment decisions are fair, consistent and meet required standards.
IQA (Internal Quality Assurer)	Jennette Askew	Monitors assessors' practices, ensuring assessment decisions are fair, consistent and meet required standards.
Assessor / Tutor	Gill West	Delivering vocational training, supporting learner progress and assessing evidence toward qualifications. Manages learner records, enrolments and awarding body documentation.
Assessor / Tutor	Jennette Askew	Delivering vocational training, supporting learner progress and assessing evidence toward qualifications. Manages learner records, enrolments and awarding body documentation.

Safeguarding

Role	Name	Responsibilities
Safeguarding Lead (DSL)	Gill West	Responsible for safeguarding and learner welfare, in line with statutory guidance.
Safeguarding Lead (DSL)	Jennette Askew	Responsible for safeguarding and learner welfare, in line with statutory guidance.

Additional Roles

Role	Name(s)	Responsibilities
Data Protection Officers (DPO)	Jennette Askew & Gill West	Oversees GDPR compliance and data security.
Careers & Progression Advisors (IAG)	Jennette Askew & Gill West	Provide information, advice and guidance (IAG).
Business Development	Jennette Askew & Gill West	Manages branding, social media and learner recruitment. Secures clients, employers and learners.
Finance Manager	Jennette Askew	Oversees invoicing.

Policy Statement

At Ask U Training, we are committed to ensuring transparency and fairness in the management of course fees. This policy outlines our expectations and procedures for the payment of training fees to ensure consistent access to educational services for all learners.

Scope

This payment policy applies to all individuals enrolled in any course or training programme offered by Ask U Training, including short courses, workshops, accredited and non-accredited programmes. It also applies to any third parties or organisations funding a learner's training.

Principles

• Transparency - all course fees, payment terms and related conditions will be clearly communicated to learners prior to enrolment.
• Fairness - payment plans may be offered to learners to promote equitable access to training.
• Accountability - learners are responsible for ensuring all fees are paid by the due dates agreed upon at enrolment.
• Compliance - the policy aligns with relevant regulatory and legislative requirements governing vocational and adult education services.
• Consistency - payment processes will be applied uniformly across all courses and learners.

Course Fees

• All course fees must be paid in full before the commencement of training, unless a formal payment arrangement has been approved in writing.
• Fees include all necessary learning materials, assessments and access to training resources unless otherwise stated.

Payment Methods

• Payments can be made via credit/debit card, bank transfer or any other method specified by Ask U Training.
• All payments must include the learner's full name and course reference for proper allocation.

Instalment Plans

• Instalment plans may be available for eligible courses upon request and approval.
• Learners on an agreed payment plan must ensure all instalments are paid by the agreed due dates.
• Failure to meet payments may result in suspension from training until outstanding fees are settled.

Refunds and Cancellations

Registration with the awarding or exam body constitutes a commitment, after which no refunds will be processed.

Non-Payment

Failure to pay fees in full or adhere to an approved payment plan may result in suspension or termination of enrolment, withholding of certificates and records of results, or debt recovery actions.

Changes to Fees

Ask U Training reserves the right to review and adjust course fees. Fee changes will not affect learners already enrolled and paid under previous arrangements.

Policy Review

Ask U Training will conduct an annual review of this policy and update it as necessary in response to feedback from customers and stakeholders, changes in operational practices, directives from the awarding body or updates in legislation.

Policy Statement

Ask U Training is committed to ensuring the integrity and credibility of its assessment and certification processes. We uphold high standards of quality and compliance with all relevant awarding bodies and regulatory requirements. Malpractice and maladministration will not be tolerated and all allegations will be investigated promptly and fairly.

Scope

This policy applies to all learners, staff, trainers, assessors, IQAs and contractors. It covers suspected or actual malpractice by learners, staff or others, and suspected or actual maladministration by Ask U Training staff or associates.

Definitions

• Malpractice - any deliberate act or practice that compromises the integrity, validity or fairness of the assessment process (e.g. cheating, plagiarism, falsification of evidence).
• Maladministration - any act of negligence or non-compliance that results in an adverse effect on the delivery or assessment process (e.g. poor record-keeping, failing to follow procedures).

Examples of Malpractice

• Learner impersonation.
• Plagiarism or copying others' work.
• Collusion between learners.
• Falsifying records or certificates.

Examples of Maladministration

• Inaccurate learner records.
• Late submission of results to awarding bodies.
• Failure to securely store assessment materials.
• Not following internal or awarding body policies.

Investigation Process

Sanctions

• For learners: Disqualification, removal from course, report to awarding body.
• For staff: Disciplinary action, retraining or termination of contract.

Misuse of ICT / AI

Examples of malpractice relating to ICT/AI may include plagiarism or copying from other learners, fabrication of evidence or data, knowingly allowing the use of artificial intelligence (AI) writing tools in the creation of learner work where such use has not been expressly permitted, accessing unauthorised websites or digital resources during assessments, and misuse of ICT systems to gain an unfair advantage.

Appeals

If you disagree with a decision, you have the right to appeal within 10 working days of the outcome notification.

Policy Review

Ask U Training will conduct an annual review of this policy and update it as necessary in response to feedback from customers and stakeholders, changes in operational practices, directives from the awarding body or updates in legislation.

Policy Statement

Ask U Training is committed to maintaining the highest standards of quality in the delivery, assessment and administration of all training programmes. We aim to ensure that all learners receive a fair, consistent and positive learning experience that meets awarding body requirements and industry expectations. We implement robust Internal Quality Assurance (IQA) processes to ensure compliance with Ofqual regulations, awarding organisation guidelines and our internal quality standards.

Scope

This policy applies to all employees, trainers, assessors, IQAs and contractors, all learners undertaking qualifications and training programmes, and all processes relating to assessment, delivery, feedback, certification and compliance.

Principles

• Regulatory Compliance - all assessment and certification adhere to awarding organisation and Ofqual requirements.
• Fairness and Consistency - assessments are valid, reliable and impartial, ensuring equal opportunities for all learners.
• Transparency - policies, procedures and assessment criteria are clearly communicated to staff and learners.
• Qualified Personnel - assessors and IQAs hold appropriate qualifications and engage in ongoing CPD.
• Continuous Improvement - monitoring, feedback and audits drive improvements in delivery and assessment.
• Robust IQA Processes - internal verification, standardisation and sampling strategies are applied consistently.
• Learner-Centred Approach - reasonable adjustments and support are provided to meet individual learner needs.

Roles and Responsibilities

Management Team: Ensure compliance with awarding organisation and regulatory requirements. Provide resources and training to maintain quality standards.

Jennette Askew (Director of Compliance) & Gill West (Lead IQA): Oversee the IQA strategy and ensure sampling plans are followed. Monitor assessor performance, standardisation and CPD records. Act as the main contact for awarding organisations and external quality assurers (EQAs).

Assessors: Conduct assessments in line with awarding body criteria. Provide clear, constructive feedback to learners. Maintain accurate and secure records of assessment decisions.

Internal Quality Assurers (IQAs): Verify the consistency and validity of assessment decisions. Carry out sampling, observations and feedback sessions with assessors. Contribute to standardisation activities.

Learners: Engage with the learning process and provide feedback. Comply with assessment requirements and integrity standards.

Sampling Strategy

The IQA adopts a risk-based sampling approach: new Tutors/Assessors may have up to 100% of their work sampled; experienced or low-risk Tutors/Assessors may have 50% of their work sampled; targeted sampling may be implemented in response to specific concerns, qualification changes or standardisation activities.

Continued Professional Development (CPD)

• Ask U Training staff are required to maintain up-to-date professional competence through ongoing CPD.
• CPD activities may include attending webinars, completing relevant online training courses, independent research, participating in standardisation meetings and engaging with awarding body updates.
• All CPD is recorded and regularly reviewed to ensure relevance and compliance with sector standards.

Policy Review

Ask U Training will conduct an annual review of this policy and update it as necessary in response to feedback from customers and stakeholders, changes in operational practices, directives from the awarding body or updates in legislation.

The Learning Records Service (LRS)

The Learning Records Service (LRS) is operated by the ESFA (Education and Skills Funding Agency). This statement is intended to provide you with information about how the LRS will collect and use your personal information and data, and how you can exercise choice in respect of the use of your personal data.

The LRS collects information about learners registering for relevant post-14 qualifications, including GCSEs and A-Levels, Entry to Employment Certificates, Regulated Qualifications Frameworks, and Welsh Baccalaureate and associated units.

The LRS uses your information to issue you with a Unique Learner Number (ULN) and create your Personal Learning Record (PLR).

How We Collect Your Personal Information

The LRS collects information from DfE, schools and training/learning providers, information provided by you when enrolling with the training/learning provider, participation and achievement data held by the Welsh Government, and accredited achievement data supplied by awarding organisations.

How We Share Your Personal Information

All organisations that have control of personal data about you and that is stored in the LRS are required to register with the Information Commissioner's Office and to handle your information in accordance with the latest data protection legislation. Your personal information is only accessed through the LRS by organisations specifically linked to your education and training.

How Long We Will Keep Your Personal Information

We will only keep your personal information for as long as we need it, after which it will be securely destroyed. Your personal information stored in the Personal Learning Record is retained for 66 years. We may need to keep other personal information indefinitely for research and statistical purposes.

Your Rights

You have the right to ask us for access to information about you that we hold, have your personal data rectified if it is inaccurate or incomplete, request the deletion or removal of personal data where there is no compelling reason for its continued processing, and restrict our processing of your personal data.