Responding to your concerns
It is our aim to treat each case fairly and consistently. However, if you disagree with a decision we have made, you can ask for a review of the decision. If you are not happy with the review, you can appeal. We explain these processes below.

On the other hand, if you want to complain about the service we have given you, you should speak to our Customer Relations department. They will tell you what you should do next. Their address is:

Customer Relations
City & Guilds
1 Giltspur Street
London
EC1A 9DD.

The review process

If you want us to look at your examination or assessment, you should write to your centre. You should do this as soon as possible so you can go through your case with your centre. If the centre agrees with you, they will fill in a review form and send it to us on your behalf. Unless your centre tells you differently, you should send them your request within 20 working days after you receive your examination or assessment result.

However, if you want to write to us directly, you need to fill in a review form yourself. You can get this from your centre or our Customer Relations department. You should send the filled-in form and fee to us within 60 working days of when you receive your result.

We will tell you or your centre about our decision. This will be after we have:
• carried out an administrative check of your work within 10 working days of receiving your request to look at your case, or
• reassessed your work within 20 working days of receiving your request to look at your case.

On the other hand, we will tell your centre the date when we will make a decision.

If we decide to change the result, we will:
• refund your fee
• change the result, and
• send you a new certificate free of charge.

The appeals process

Our Appeals Board
If you are not happy with the result of the review, you or your centre should ask us to send your appeal to our Appeals Board (the Board).

Or, if you are not happy with our response to a complaint you have made about an assessment that was been carried out by your centre, you may also appeal to the Board.

In either case, the Board will then look at our decision. We will send you Form GAB with the result of the review or outcome of your complaint. This will tell you where to send your request for an appeal. After you receive the review result, you have to send your filled-in form to the clerk of the Board, within 10 working days.

Send it together with the fee to:

The Clerk of the Group Appeals Board
City & Guilds
1 Giltspur Street
London
EC1A 9DD.
Phone: 020 7294 2605
Fax: 020 7294 2415

The clerk will give all the documents about your appeal to the Board within 30 working days of receiving your form.

The Board will look at the information and decide whether all procedures have been correctly followed. They may want to speak to you, your centre and the examiners or staff.

This part of the process will lead to one of two results:
• The Board will agree with the review decision (if they do, they will tell you why).
• Or, the Board will decide that the correct procedures have not been followed and will tell us that we must change the result of your examination or assessment.

The Board will give you their decision within five working days of making it.

If the Board’s decision is in your favour, we will:
• refund your fee
• change your result, and
• send you a new certificate free of charge, or
• let you and your centre know our decision about your assessment.

The Board will keep all documents about your appeal for at least six months. During that period, they can send you copies of those papers if you ask for them, but they will charge you a fee to cover the cost of the copying.

The Appeals Tribunal
If you are not happy with the result of the Board’s decision, you can ask the Appeals Tribunal (the Tribunal) to review the decision. We will send you Form AT with the decision of the Board. This will tell you where to send your appeal. You must send this form to the clerk of the Board within 15 working days of the date on the form.

You must send it with the fee to:

The Clerk of the Appeals Tribunal
City & Guilds
1 Giltspur Street
London
EC1A 9DD.

You can bring a friend to the appeal hearing or ask a legal, union or professional representative to go for you.

We will give you the result of the appeal within five working days of the hearing.

If the appeal is allowed, we will:
• change your result
• send you a new certificate free of charge, and
• refund your hearing fee, or
• let you and your centre know our decision about your assessment.

You can get a copy of the City & Guilds Group reviews, appeals and complaints against assessments - policy and processes document, together with the fees we charge, from:

Customer Relations
1 Giltspur Street
London
EC1A 9DD.
Phone: 020 7294 2800
Fax: 020 7294 2405
E-mail: enquiry@cityandguilds.com