Our Terms & Conditions

1.  All National Training GB’s prices are subject to change until the customer has made the payment.
2.  100% attendance is a must; any late arrivals are not acceptable.
3.  Please Note: Any sort of unacceptable behaviour at all NTGB venues will lead to

   exclusion from the course for which we will not offer any refund.

4.  All bookings are subject to availability of spaces and relevant resources.
5.  Customers who make the booking via phone, email or through our website are

   liable for any balance outstanding (if any), in full.

6.  Candidates must be eligible to attend the course you book with us. Please check

   that you meet all criteria before reserving a space on any of NTGB courses.

7.  Reservations made online are non-refundable; course dates and timing cannot

   be changed by customers.

8.  Reservations made online are can be transferred to any individual who is eligible

   to attend.

9.  National Training GB reserves the right to change the venue of Academy with

   another suitable venue. We will notify all candidates via email, text or telephone at least 24 hours before the start of the course. Please note we may only ever change the venue location if there is an utmost need for it and there is no other option available to us to accommodate customers at the original location.

10.  In the unlikely event of cancellation of any courses by NTGB. Damages shall be limited to a full refund of the course fee only.
11.  All certificates are delivered via royal mail, standard service. Collections can be made by customers with prior notification only.
12.  Customers will be responsible to pay any awarding body charges for replacement certificates. NTGB accepts no liability for misplaced certificates. The replacement certificate fee is £50. NTGB will only pay for a replacement certificate if the certificate has been posted to the incorrect address by NTGB due to an error from one of our staff members, for which proof is required. We will not be entitled to pay for a replacement certificate under any other circumstance. To ensure that certificates are delivered to the correct address and are not lost during transit we advise learners to arrange a Royal Mail recorded delivery service with us prior to the completion of the course, this service must be paid by the learner.
13.  For the portfolio based qualifications you must submit within deadline fail to do so it will cost you £25.00 per week or we can refuse to provide further services alternatively you may need to re-enrol for the whole course.
14.  For all Identity Validation forms used by our awarding bodies, the candidate is to only sign such validation form if the spelling of their name on such a form is absolutely correct. Please note that failure to do so will result in the candidate being liable for any administration costs charged by the awarding body for correction.
15.  Resits will be charged at £50 per unit for the SIA qualifications.
16.  All customers are responsible and must provide NTGB with correct and accurate

    information (using clear handwriting) in respect to the physical address, requested by the admin, where all certificates will be dispatched.

National Training GB Complaints Policy & Procedure

Introduction

1.1 The National Training GB is committed to providing a high quality service for all its learners, clients and the community. Its policy is to welcome and to try to satisfy complaints from all who use the NATIONAL TRAINING GB and to use the information to improve the services it offers.

1.2 The NATIONAL TRAINING GB will deal with legitimate complaints in a fair, prompt and objective manner. Complaints will be dealt with without recrimination and learners will not be disadvantaged by raising a complaint. Anonymous complaints will not be accepted. However, all information is kept in strict confidence, shared only on a need-to-know basis. NATIONAL TRAINING GB staff is expected to respond positively to complaints and to alert learners or clients to the Complaints Procedure.

1.3 The NATIONAL TRAINING GB will be fair in its treatment of all those who complain irrespective of age, gender, ethnicity and disability.

1.4 Complaints will be dealt with promptly and constructively. All complaints will be dealt with in confidence but shared with any person who may be the subject of a complaint. The outcomes of any complaint will be shared with the complainant and any NATIONAL TRAINING GB staff involved. Complaints made which, on investigation, turn out to be malicious, may result in disciplinary action.

1.5 If the complaint is against the Principal or a NATIONAL TRAINING GB’s Director then the Complaints Officer will be the Chair of the Audit Committee of the Corporation

2 Scope of Complaints Procedure

2.1 The Procedure deals with complaints arising from:Delivery (or lack of delivery) of academic services or training including teaching, course content, tutoring and learner support Incorrect or misleading information about services provided by the NATIONAL TRAINING GB. Delivery (or lack of delivery) of support services provided by the NATIONAL TRAINING GB including administration of fees and grants, enrolment and examination registration Unacceptable behaviour by NATIONAL TRAINING GB staff operate procedures exist for:

•  Public interest disclosure (Whistle blowing)
•  Learner discipline
•  Academic assessment appeals

2. How to complain

1. The NATIONAL TRAINING GB Charter will give guidance as to how comments and complaints may be made and how to contact the Complaints Officer for advice. All learners will receive a copy of the Charter at Induction and further copies will be posted around the academy.

2. The Staff Handbook will contain a copy of this Complaints Policy and Procedure. New staff will be informed of this Complaints Procedure during their induction programme.
3. The Learner Services and Information Manager will ensure that the Complaints Procedure and Complaint forms are available from Reception, the Learner Services and Information Desk, the LRC and IT Centres. It is available in other forms on request from Learner Services and Information.
4. The Complaints Procedure and Complaint form will be easily accessible through SharePoint, the external web site and Model.

NB: Very serious complaints, for example those that involve the Police, will be responded to through the Formal Complaints Procedure.

2. Support for those involved in a complaint

Support is available for all those involved in a complaint:

•   Representation: parent, guardian, friend, supporter, Learner Services and Information
•   Help with completing the Complaint Form: Learner Services and Information
•   Guidance in understanding the procedure: Learner Services and Information
•   Support during the procedure: NATIONAL TRAINING GB counsellor, Learner Services and Information

  If any further help is needed, Learner Services and Information should be contacted.

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Candidate Assessment Appeal Procedure

BACKGROUND

This policy and procedures has been prepared following consultation with the Tutors, Assessors, Verifiers and bearing in mind the standard rules/procedures that cut across the various awarding bodies.

Assessment within QCF qualification is ongoing with the student/candidate fully participating in the assessment process, e.g. through assessment planning and reviews of

performance.

If this participation is taken seriously then it must be accepted that there will be times when the candidates and assessors perceptions, of whether agreed evidence (agreed during assessment planning/review stages) meets the standards, are going to be different.

If this occurs, the candidate should have the right to appeal via an accessible and open system. The characteristics of our appeals structure related to QCFs will include:

Sufficient time to put forward their case

nt records

Response times to appeals will be measured in days rather than in months or years and not be so bureaucratic as effectively to nullify the purpose of having such a system.

APPEALS SYSTEM

1. Where an assessor has agreed competence, there can be no appeal at a later date.

2. Where an assessor judges the candidate to be ‘not competent’ in a unit, the candidate has a right to appeal against this judgment. Candidate will be advised of their rights at Induction.

STAGE ONE – ASSESSOR & CANDIDATE

decision given, he/she must explain the reasons for this to the assessor concerned within 14 working days.

provide both oral and written feedback, giving a clear explanation of the decision back to the candidate within 14 working days.

need not proceed further.

decision reached, the appeal must proceed to Stage 2.

appropriate.

STAGE TWO

verifier and/or Centre Manager within 14 working days if stage 1 failed.

assessment record, candidate’s evidence and the candidate appeal form (section 1 complete) to the internal verifier and/or center manager within 7 working days if stage 1 failed.

review the assessment decision, attempt to find a solution, for example through another assessment or re- construction of the evidence/work and provide written feedback of decision. This will normally involve an evaluation of:

o The candidate evidence and associated records o The assessors rationale for the decision
o The opinion of the candidate

of the Candidate Appeal Form and provide the candidate with written reply within 14 working days of receiving the appeal.

and candidate disagrees with the decision, the internal verifier must inform the external verifier that there is an unresolved appeal. The appeal must proceed to Stage 3 at this stage.

STAGE THREE

Panel. An Appeals Panel will meet within 20 days. They will review the evidence and give you an oral and written decision. The decision of this Panel will be final. The Membership of the Appeals Panel will be:

in the assessment decision.

Internal Verifier not previously involved in the stage 2

not be the candidate’s employer)

The candidate and a friend will be invited to attend. N.B. Some occupational areas (e.g. Integrated Care) have specific requirements which differ from these arrangements. Where there are no industry specific

requirements this will be the procedure for Advance Training Academy.

CANDIDATE ACCESS TO COMPLAINTS/APPEALS PROCESS THIS FORM MUST BE PLACED IN THE FIRST SECTION OF YOUR PORTFOLIO.

Candidate Name:………………………………………………………………………

Candidate’s Enrolment No………………………………………………

1. My Assessment Centre Name and Address is:……………………….. 2. My Assessment Centre Number Is…………………………………………….. 3. My Assessor Is………………………………………. Tel…………………….
4. My Internal Verifier Is………………………………. Tel…………………….
5. My Quality Assurance Co – coordinator (QAC)/

Centre Contact Is…………………………………….. Tel…………………….

6. The Assessment Centre’s External Verifier is…………………………… 7. My Awarding Body Is………………………………………………………….

8. Their Regional Office Where They Can Be Contacted Is…………… Tel……………………………………………………………………………….

If I am unhappy about my assessment processes these are the people to whom I can complain in the order 1-5 above.

Please sign this form with your Assessor as evidence that the appeals process has been explained to you, and to indicate that you have received and understood how to use the Complaints/Appeals Procedure.

Candidate’s Signature…………………………………………………………..

Name………………………………………………………………………

Date…………………………………………………………………………………… …..

Cancellation, Refund and Reschedule Policy:

If you need to cancel or amend a confirmed booking, cancellation/amendment charges may incur. Rescheduling your course

 If you are unable to attend on the scheduled course date reserved, you must notify us within 24 hours of booking. Once you do, we will reschedule the course date with you for a course date within the next 6 months, at the same location, subject to availability. There will be a fee of £99.99 for a new date.

 A reschedule request must be sent to us by email 96 hours before the start of the course. We only allow a maximum of 1 reschedules per booking.

 If you do not reschedule your course before it starts or fail to attend the course you have booked, regardless of reason you will be required to pay for a new booking if you wish to take the course in the future. And will not be entitled to any refunds Insufficient ID brought to the course

 It is a requirement by the regulator to have ID on you at all times during your training. If you do not bring the required IDs to your course, you will need to be rescheduled onto another course and you will be charged a £99.99 rescheduling fee.

 If you are going to be late to the course, you must contact us. If you are going to be unreasonably late to the course, you will have to be rescheduled onto another course. You will be charged a £99.99 rescheduling fee for this. Cancelling your course:

 Our courses are non-refundable 24 hours after booking. You can receive a full refund if you inform us within 24 hours of booking of your intention to cancel, and you will be refunded the amount paid for the course. Courses cancelled after 24 hours of booking will not be eligible for any refund.

 If you have paid a deposit and fail to notify of non-attendance, you are not eligible for a reschedule or refund. Then you will not receive a reimbursement of your deposit and the remaining payment will be due.  In the event of non-attendance where payment has been received, you will not be eligible for a refund.  Any discounted / promotional course you booked will not entitled for any refund

.  If you have to cancel your course due to a medical reason, we would require evidence i.e: Doctor’s letter. A handling and administration fee of £99.99 would be charged or deducted from your order amount when you require a refund due to a medical reason. Course cancellation by us:

 If we cancel a course, you are eligible for a full refund for the cancelled course. However, if we offer same the course on the same date on

another venue which is reasonable distance, you will not be able to get any refund for the course but you may be eligible for a concession.

 If we conduct an Initial assessment, and you are unable to pass it, you will be given a refund. However an administrative fee of £99.99 will be deducted from your course fee paid.. Re-sit exam for the Security related course only:

 You must attend the resit session you book. If you fail to attend the session on time, you will lose any resit fees paid.

 If a customer cannot attend a booked resit then they need to inform us at least 96 hours before the re