Appeals and Complaints Policy

Introduction:

​

This policy outlines the obligations of London School of Business & Education Ltd (LSBE), a company registered in England & Wales (Company Number: 12838732), with its registered office at Kemp House, 152-160 City Road, London EC1V 2NX, United Kingdom, regarding appeals and complaints from learners.
 

Appeals Policy
 

An appeal is a procedure that allows a candidate to formally challenge the decision of the assessors regarding internally marked assessments. For externally marked assessments, LSBE will facilitate the appeals process with the relevant awarding body. All appeals must be made in writing by email or post.
 

Grounds for an Appeal

An examiner’s or assessor’s decision may only be challenged under the following circumstances:

1. Circumstances affecting performance: The candidate's performance was impacted by factors unknown to the examiner at the time of assessment and which could not have been reasonably communicated in advance.

2. Procedural irregularities: Errors in the examination or assessment procedures that could have impacted the outcome.

3. Evidence of bias or inadequate assessment: There is evidence of prejudice, bias, or insufficient evaluation by one or more examiners.

Candidates cannot appeal simply because they believe they deserve a better result. Appeals based on disagreement with the examiner’s academic judgment will not be accepted.

Making an Appeal for Internal Assessment

Appeals for internal assessments follow a two-stage process:

Stage One: Internal Resolution

• Submit an appeal via email to admin@londonsbe.com within 7 days of receiving your results.

• Include the following:

  • Full name, course name, date, and location.

  • Grounds for appeal and supporting evidence (e.g., learning logs, test papers).

• LSBE will respond to the appeal within 10 days.

Stage Two: Escalation

• If unresolved, escalate the appeal to the IQA Quality Manager within 14 days of receiving Stage One results.

• If still unresolved, escalate to the Director or an independent mediator.

• If the issue remains unresolved after these steps, the appeal will be submitted to the relevant external body, whose decision will be final.

Making an Appeal for External Assessment

For appeals related to externally marked assessments:

• LSBE will submit the appeal to the relevant external body on behalf of the candidate.

• LSBE will facilitate communication but has no control over the timeline or outcome of the external body’s decision.

• Candidates must not contact the external body directly unless instructed to do so.

Complaints Policy

Complaint Process

LSBE takes all complaints seriously. If you wish to raise a concern about our services, products, or staff, follow these steps:

1. Raise the Complaint Locally

   • Inform your professor/instructor/assessor as soon as possible. Most issues can be resolved at this stage.

2. Contact Customer Services

   • If dissatisfied or if the complaint concerns the staff member in question, contact Customer Services at +44 207 689 7498 or email admin@londonsbe.com.

3. Provide Details

   • Include:

     • Full name and course details.

     • Supporting evidence (e.g., documents, dates, times).

     • Desired resolution.

     • Contact details for follow-up.

Resolution Process

• LSBE will acknowledge the complaint upon receipt.

• An internal investigation will be conducted impartially and thoroughly.

• A written response, including findings and actions, will be provided within 10 days.

If unresolved, the complaint may escalate through the following levels:

1. Professor/Instructor/Assessor

2. Customer Services/Admin

3. IQA/Quality Manager

4. Director/Independent Mediator

Escalation to External Bodies

If the internal process is exhausted without resolution, you may escalate the complaint to the relevant external body. Note:

• External bodies will not accept complaints unless LSBE’s internal process has been completed.

• Complaints unrelated to the awarding body’s remit will not be considered.

General Notes

• All complaints and appeals are logged for staff training and quality improvement.

• This policy is accessible to students and staff on the dedicated Moodle pages.

For further details or to submit an appeal/complaint, contact:

London School of Business & Education Ltd
Kemp House, 152-160 City Road, London EC1V 2NX, United Kingdom
Email: admin@londonsbe.com

End of Policy