Level 7 Diploma level7diploma.org

Complaints

Complaints and academic appeals

Two doors. Complaints about this site or the advice we gave come to us, the consultancy that publishes it. Complaints about teaching, assessment, admissions, fees or certificates go to LSPM, the approved centre that provides them, and beyond it to the awarding body.

Which door

Deciding who should hear it

Because this site is published by LearnLoom Consultants, an agent, and the programmes are delivered by LSPM, the first question is whose conduct you are unhappy about. A rule of thumb: if it happened before you applied, or it concerns something written on this site or said by one of us, it is ours. If it happened after LSPM received your application, it is LSPM's. If you are unsure, write to us and we will tell you honestly which it is, and forward it to LSPM with your permission if that is where it belongs.

Door one

Complaints about this site or our advice

This covers anything on level7diploma.org that is inaccurate, misleading or out of date; anything we told you by email, phone or in an advice call; how we handled your enquiry or your personal data; and how our staff conducted themselves.

  1. Write to usUse Enquiry form with "Complaint" in the subject, addressed to Education adviser, LearnLoom Consultants. Say what happened, when, and what you would like us to do about it.
  2. Acknowledgement and replyWe acknowledge within three working days and reply in full within ten working days. If the complaint is about a page, we correct the page first and explain afterwards.
  3. If you are still dissatisfiedWe will tell LSPM about the complaint, since we act under its agency agreement and it has an interest in how its applicants are treated. You may also contact LSPM directly, or raise a consumer complaint with Citizens Advice or the Advertising Standards Authority if the issue is a marketing claim.

Door two

Complaints and appeals about the programme

Teaching, tutor contact, marking, feedback, resubmissions, admissions decisions, registration with the awarding body, fees and refunds, and certificates are all LSPM's responsibility. As an approved centre LSPM must run a complaints procedure and an academic appeals procedure that OTHM and Qualifi can inspect. We cannot investigate these matters or overturn an academic decision, and we do not sit in the process.

  1. Raise it with LSPMUse LSPM's published complaints procedure, or for an assessment decision its academic appeals procedure. Both are supplied at induction; before enrolment, ask LSPM's admissions team at LSPM's website or +44 (0)20 3868 8831, or see LSPM's website.
  2. Exhaust LSPM's stagesCentre procedures normally run from an informal conversation with the tutor to a formal written stage and an internal review. Keep copies of what you send and receive; the awarding body will ask for them.
  3. Escalate to the awarding bodyOnce LSPM's procedure is complete, a complaint or appeal about a regulated qualification can go to OTHM or Qualifi under its own policy. Their contact details are on their websites, linked from the panel.
  4. Beyond the awarding bodyIf you believe the awarding organisation itself has failed to meet its conditions, Ofqual accepts complaints about awarding organisations, though it does not re-mark work or overturn results.

Assurance

What we undertake

Nobody who complains in good faith will receive a worse service from us, and we will never discourage anyone from complaining to LSPM or the awarding body. We keep a log of complaints about this site and Education adviser, LearnLoom Consultants reviews it each term so that repeated problems are fixed at source. This page describes LSPM's procedures only in outline; the authoritative version is LSPM's own document, and where the two differ, LSPM's governs.