Corporate complaints and how to make a complaint

Qualifications Wales is committed to listening to any concerns or complaints you may have about we have dealt with a matter. We aim to learn from our mistakes and use the information we gain to improve our processes.

How to complain

You can express your complaint via email or letter to the below addresses:

 The following categories of complaint should not be sent to the above and should instead be addressed as follows:

  • Complaints relating to Qualification Wales's regulatory decisions. Such complaints should be raised in accordance with our Regulatory Appeals Policy which can be viewed here.

  • Appeals under Schedule 3 of the Qualifications Wales Act (e.g. review of a decision to withdraw recognition from an awarding body). Such complaints should be raised in accordance with our Regulatory Appeals Policy. You can view this policy here.

  • Complaints about Awarding Bodies. Such complaints should be raised in accordance with our Complaints Against Awarding Bodies Policy. You can view this policy here.

  • Legal proceedings or judgements. These should be forwarded to the Executive Director, Finance and Corporate Services (contact details here

  • Complaints relating to the offer or award of a contract for goods, works or services should be directed to the Head of Procurement (contact details here

  • Employee-raised grievances. These will be dealt through our internal HR policies.

 

How we will deal with your complaint

 Complaints will be considered in a fair and transparent way. As such, the people reviewing the complaint will ensure that you will be informed of and kept up to date with:

  • The names of the people dealing with your complaint;

  • The steps being taken or anticipated in dealing with your complaint;

  • The timescale within which we expect to respond to your complaint and any revised timescales if there is any reason why extra time may be required (such as if further information needs to be gathered);

  • Regular updates and explanations for any delays;

  • The evidence/key documents that influence the final decision and your right to obtain copies of relevant documentation, providing it is not confidential or commercially sensitive or otherwise not in the public domain;

  • The final decision in the form of a written report or statement;

  • The ability to contest the decision and the process and timescale for doing so.

 

You must bring your complaint within six months of the issue complained of occurring. This is to avoid the information, or ability to obtain the relevant information (including speaking to relevant staff), from being lost in relation to the relevant issues.