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Kino Courses Policies

If you have any concerns, please contact us:

Appeals Officer: Taghi Charlou

Email: [email protected]

Phone: 0754 5469 629

Awarding Body: ITEC

Learner Appeals Policy and Procedure

Purpose: This policy outlines the procedures that learners can follow to appeal assessment decisions, addressing concerns about fairness, transparency, and compliance with awarding body standards. It ensures that all appeals are dealt with impartially and promptly, in line with regulatory requirements.

Scope: This policy applies to: Learners enrolled in any program delivered by the organization. Assessment decisions including written, practical, and portfolio work. Disciplinary actions or decisions impacting a learner’s qualification.

Policy Statement

The organization is committed to:

  1. Ensuring fairness in all assessments and decisions.
  2. Providing learners with a clear, transparent, and accessible appeals process.
  3. Resolving appeals in a timely, consistent, and impartial manner. 4.Aligning the process with awarding body regulations and legal requirements.
Grounds for Appeal

A learner may appeal an assessment decision on the following grounds:

  1. Perceived Bias or Improper Conduct: The assessor demonstrated favouritism, discrimination, or improper behaviour.
  2. Procedural Errors: Assessment procedures were not followed as per policy.
  3. Evidence Disregard: Relevant evidence submitted by the learner was overlooked or misinterpreted.
  4. Exceptional Circumstances: Issues such as illness or unforeseen events that were not considered at the time of the decision.
  5. Malpractice Allegations: Disputes regarding accusations of learner malpractice.
Appeals Procedure Stage 1: Informal Resolution
  1. The learner should discuss their concerns informally with the assessor or course tutor within five working days of receiving the decision.
  2. If the issue is resolved at this stage, no further action is necessary.
  3. If not resolved, the learner may proceed to a formal appeal.
Stage 2: Formal Appeal
  • Submission:
  • The learner must submit a written appeal to the program coordinator or appeals officer within 10 working days of the initial decision.
  • The appeal should include: Learner's name and program details.
  • Clear reasons for the appeal with supporting evidence (if applicable). Desired outcome or resolution.
  • Acknowledgment: The appeals officer will acknowledge receipt of the appeal within three working days.

3. Review:

An impartial panel will review the appeal, which may include senior staff and external assessors (if required by the awarding body). The review will involve examining all relevant documentation, conducting interviews (if necessary), and consulting awarding body guidelines.

4. Outcome:

The learner will receive a written decision within 15 working days of submitting the appeal. The decision will include: An explanation of the findings. Actions to be taken (e.g., reassessment, grade adjustment). Information on further appeal options, if applicable.

Stage 3: Escalation to Awarding Body

  1. If the learner is unsatisfied with the internal outcome, they may escalate their appeal to the awarding body (e.g., ITEC).
  2. Instructions for escalation, including deadlines and required documentation, will be provided.

Stage 4: External Resolution:

  1. Learners retain the right to escalate unresolved appeals to regulatory authorities such as Ofqual or professional bodies if applicable. Monitoring and Record-Keeping
  2. A record of all appeals will be maintained for a minimum of five years. 2.The organization will analyse trends from appeals to identify and address systemic issues.

Timeframes Overview

Stage Action Timeframe:

  • Informal Resolution Discuss with assessor/tutor Within 5 working days
  • Formal Appeal Submission submit written appeal Within 10 working days
  • Acknowledgment Receipt of appeal Within 3 working days Review and Outcome Decision communicated Within 15 working days Escalation to Awarding Body Learner escalates if dissatisfied per awarding body guidelines

Deposit Refund Policy:

To secure your place on the Level 3 ITEC Sports Massage Diploma, a refundable deposit is required. This deposit will only be refunded if you withdraw from the course within the first week of enrolment and have not yet received the full course theory learning materials.


Once the full course theory learning materials have been sent, the deposit becomes non-refundable.

Full Course Fee Refund Policy:

Once you have been enrolled for more than 4 weeks or have attended a face-to-face practical day, both the deposit and the second payment become non-refundable.

Exceptional Circumstances:

We understand that unforeseen circumstances may arise. In exceptional cases, we may, at our sole discretion, consider a refund or alternative arrangements. To be eligible for the consideration, you must provide valid documentation to support your claim.

Key Points:

  • Timely Notification: To be considered for a refund or alternative arrangements, please notify us in writing as soon as possible.
  • Documentation: If you are requesting a refund due to exceptional circumstances, please provide supporting documentation to substantiate your claim.

By signing this agreement, you acknowledge and agree to the terms of this refund policy. All of the above will be emailed to you to sign.