Complaints & Appeals
SKILLcard strives to learn from any dispute, complaint or appeal and update our policies and procedures accordingly as part of our commitment for continuous improvement. We value all feedback to ensure that we continue to provide a positive user-friendly service.
Documents supporting a complaint may be requested in hard copy from the Certification Manager, your legal rights are not affected by participating in SKILLcard’s complaints process.
SKILLcard’s complaints policy and procedures ensure that when things go wrong, all complaints are managed fairly and effectively. Complaints may be received from any source:
- Clients Customers
Complaints should be addressed to the Certification Manager and may be referred to the Head of Certification where appropriate.
Complaints are recognised as, but not limited to the following:
- A qualification reviewed as unsatisfactory for the standards of a SKILLcard
- Customer service
- Misleading or false information being given to SKILLcard
Before a complaint is brought to the attention of the Certification Manager, the administration team will endeavour to answer any queries in the first instance.
A formal complaint must be submitted to the Certification Manager in writing using the complaints form.
In order to ensure that the process is transparent and that all complaints are treated appropriately it is important to follow the complaints process. Further details may be requested before a complaint can be considered if sufficient evidence has not been provided.
SKILLcard will acknowledge the receipt of a complaint within 7 days. The Certification Manager will investigate and respond in full within 28 days of the complaint being received.
Complaints should be e-mailed to SKILLcard.Info@theBESA.com for the attention of the Certification Manager
Engineering Services SKILLcard strives to ensure a satisfactory resolution to all complaints in line with our Complaints Procedure. In instances where the complainant is dissatisfied with the outcome, they are invited to appeal the decision of the Certification Manager.
In those instances, the appeal will then be referred to the Head of Certification.
An appeal should be made within 20 days of SKILLcard’s original decision, in writing and contain the following information
- The decision that is appealed
- The requested change
- Name, address and telephone number of the appellant
The Head of Certification will consider any grounds for the appeal; why the previous decision was made and any additional information that may have become available since the decision was made.
Appeals should be sent via e-mail to SKILLcard.Info@theBESA.com FAO Head of Certification
Where the appeal is unsuccessful, the business or the individual will be given the reason(s) why the appeal has failed. They will also be given details of how they can further appeal against the decision to an arbitrator, appointed by the Chartered Institute of Arbitrators, should they wish to do so.
Alternative Dispute Resolution (ADR)
A complainant may wish to use Alternative Dispute Resolution, in instances where a complaint has not be resolved to their satisfaction.
ADR offers a range of options that support the parties in dispute for an easier, quicker and more cost effective approach to a resolution, compared to the courts or other formal methods. Skillcard will provide a findings report to all parties concerned, in support of any application to ADR where requested.