Appeal Procedures
FSMQC provides an independent internal review of a decision that a trainee, sponsor or authorised representative believes is incorrect or unfair. Appeals are separate from complaints and do not disadvantage the appellant for raising a concern in good faith.
Appealable decisions include complaint outcomes, assessment results, attendance or completion decisions, certification administration, refunds and other training-related administrative decisions. Grounds may include a procedural error, incorrect application of a policy or assessment criterion, relevant new evidence, bias or a disproportionate outcome. Explain the specific decision and why it should change.
For an externally awarded qualification, the internal review checks FSMQC’s actions against the applicable programme rules. Decisions reserved to the awarding body remain outside the internal panel’s authority. Record such matters for the Academic Director’s review; preserve applicable rights and deadlines.
Submit Form 1.1.3.4 to the Training Manager via info@fsmqc.com, subject “Training Program Appeal”, or through the HR and Administration Manager at reception, within five working days of receiving the original written decision. Include that decision, its reference and receipt date, the grounds, evidence and requested outcome. Explain any delay; the uninvolved chair considers exceptional circumstances and records the decision.
| Acknowledgement | Review arrangements | Written outcome |
|---|---|---|
| Within 1 working day of receipt | Appoint the panel and schedule review within 5 working days of receipt | Within 10 working days of a complete appeal |
The HR and Administration Manager acknowledges the appeal, assigns a separate reference linked to the original case, records receipt and completion dates and identifies any specific missing information promptly. The notice states the contact person, independent review arrangements and target outcome date. Do not request irrelevant material or delay review unnecessarily.
These are FSMQC service targets. Working days exclude weekends and UAE public holidays. Urgent safety concerns receive immediate triage; the normal appeal deadline does not delay protective action.
The Training Manager with IT responsibility is the designated Appeal Panel Chair. The normal three-person panel comprises the Training Manager, the Academic Director as Academic Authority and an uninvolved senior staff member. The Engineering Manager with QA/QC responsibility may be the independent member when suitably qualified and uninvolved.
No original decision-maker, investigator, person complained about or person with a conflict may sit on or vote with the panel. Replace the Training Manager as chair if the role holder handled the original case, and replace any other involved member. All members sign independence declarations; record objections and replacements. All three members must participate; decide by majority and record reasons and any dissent.
The Deputy General Manager and Accounting Manager coordinates qualified, uninvolved substitutes with the Academic Director where the Academic Director is independent. If suitable membership is unavailable, record the conflict and arrange an approved independent review before proceeding, with a revised timeline. The HR and Administration Manager manages records without voting; replace the role holder if implicated. Record the actual panel for every case.
Appeal review and implementation
The panel reviews the original decision, applicable policy or assessment criteria, evidence, process followed and each ground of appeal. Obtain relevant documents and interviews where needed. Give the appellant a fair opportunity to explain the grounds and respond to material evidence. A representative or reasonable accessibility support may be used.
Record the evidence considered, meetings, member declarations, findings, reasons and authorised outcome. For assessment appeals, use a competent independent reviewer and the applicable awarding-body process. Protect the original assessment record and retain a traceable record of any authorised correction.
The panel may uphold the appeal and overturn the decision, partly uphold it and modify the decision, or reject it and confirm the original outcome. If further evidence or a matter outside FSMQC’s authority prevents a final decision, record the outstanding issue, responsible person and next review date; keep the case open.
The HR and Administration Manager sends the chair-authorised outcome in writing within ten working days of a complete appeal. It identifies each ground considered, findings and reasons, the outcome, required actions, owners and due dates, and confirms the status of the internal review. Retain the signed decision and proof of notification; verbal communication alone is insufficient.
If the target cannot be met, the independent chair approves an extension before the deadline. Explain the reason and revised date in writing and provide an update at least every five working days. Record the original target, elapsed time and revised target; do not conceal delays by changing the receipt date.
Implement approved corrections promptly. Assign an owner and due date to every action; normally complete service remedies within ten working days and system improvements within thirty. Explain any justified alternative date. Refunds follow Policy 1.1.2.1, including payment within five to fourteen working days after approval and verification. The Accountant verifies and processes authorised financial entries.
The final panel outcome completes FSMQC’s internal appeal stage. The HR and Administration Manager records the outcome and notification; the assigned owner implements each remedy. Any matter outside the panel’s authority is documented separately for management review. Completion of the internal process does not limit applicable statutory or awarding-body rights.
The HR and Administration Manager maintains a separate appeal register linked to the original complaint or decision. Record references, receipt and completion dates, grounds, panel members, declarations, due dates, outcome, notification, action owners, evidence and closure. File the appeal form, original decision, evidence, meeting notes, signed reasons and communications together.
An uninvolved verifier confirms that remedies are implemented and effective. Record the check and close the case only when required actions are complete or separately tracked. Retain the file for at least seven years after closure, or longer where programme rules, legal requirements or an open case require. Restrict access, preserve dated corrections and maintain secure backups.
The Deputy General Manager and Accounting Manager reviews open and overdue appeals monthly. The Engineering Manager reviews trends and action effectiveness quarterly, reports improvements to management and records the follow-up. Review this procedure annually, and brief staff on impartiality, deadlines and any changes.