Last updated January 2026.
1. Purpose
Study Mind Ltd is committed to ensuring that all assessment-related decisions are fair, transparent, consistent and based on valid judgements. This Appeals Policy sets out the process by which learners, or others acting appropriately on their behalf, may challenge decisions where there is a reasonable belief that procedures have not been followed correctly or that an error may have occurred.
The policy ensures that appeals are handled in a timely, impartial and proportionate manner, while protecting the integrity of qualifications and maintaining public confidence in assessment outcomes.
2. Scope
This policy applies to appeals relating to:
- Assessment decisions and results
- Decisions linked to internal quality assurance or assessment processes
- Decisions relating to Reasonable Adjustments or Special Considerations
- Outcomes of malpractice or maladministration investigations where relevant to assessment decisions
This policy does not apply to complaints of a general nature, which are addressed through Study Mind Ltd’s Complaints Policy, nor does it permit appeals against awarding organisation decisions where Study Mind Ltd has no authority to amend or overturn those decisions.
3. Principles
Study Mind Ltd applies the following principles to all appeals:
- Appeals are considered only where there are reasonable grounds
- Decisions are reviewed by individuals who were not involved in the original decision
- The process is evidence-based and documented at every stage
- Appeals may result in outcomes that confirm, increase or decrease an original result
- The integrity and standards of qualifications are not compromised
- Learners are treated fairly and without disadvantage
4. Who May Appeal
An appeal may be submitted by:
- A learner registered with Study Mind Ltd
- A parent, carer or representative acting on behalf of a learner, with the learner’s written consent (where applicable)
- Study Mind Ltd acting on behalf of a learner in relation to an awarding organisation process
Learners must normally exhaust Study Mind Ltd’s internal appeals process before an appeal is escalated to an awarding organisation.
5. Grounds for Appeal
Appeals will only be considered where there is a reasonable belief that one or more of the following apply:
- An administrative or procedural error has occurred
- Assessment or quality assurance procedures were not followed correctly or consistently
- Relevant evidence was not properly considered at the time of the original decision
- A decision relating to Reasonable Adjustments or Special Considerations was not applied in line with published procedures
Disagreement with professional judgement alone does not constitute valid grounds for appeal.
6. Stages of the Appeals Process
6.1 Stage One – Internal Review
At Stage One, Study Mind Ltd will conduct an internal review of the decision being appealed. This review will be undertaken by a suitably competent member of staff who was not involved in the original decision.
The review will consider:
- The original decision and rationale
- All relevant assessment records and evidence
- Compliance with internal policies and awarding organisation requirements
The outcome of the Stage One review will be communicated in writing and may result in:
- The original decision being confirmed
- The decision being amended
- Corrective or remedial action being identified
6.2 Stage Two – Escalation to Awarding Organisation
Where an appeal relates to a decision made by an awarding organisation, or where the learner remains dissatisfied following the internal review, Study Mind Ltd will support the learner to escalate the appeal in line with the awarding organisation’s published appeals process.
Study Mind Ltd will provide relevant documentation and evidence to support the escalation, subject to data protection and consent requirements.
7. Timeframes
Appeals should normally be submitted in writing within 20 working days of the learner being notified of the decision being appealed.
Study Mind Ltd will acknowledge receipt of an appeal within 5 working days and aim to complete Stage One of the appeals process within 20 working days, unless circumstances require an extension. Where an extension is required, the appellant will be informed of the revised timescale.
8. Evidence Requirements
Appeals must be supported by relevant evidence. This may include:
- Assessment records or feedback
- Internal quality assurance documentation
- Correspondence relevant to the decision
- Evidence relating to Reasonable Adjustments or Special Considerations
No new evidence will normally be accepted once a decision has been reached, unless it could not reasonably have been provided earlier.
9. Outcomes of an Appeal
Possible outcomes of an appeal include:
- The original decision is upheld
- The original decision is amended
- Further action is taken to address identified procedural issues
Appellants will be informed in writing of the outcome and the reasons for the decision.
10. Confidentiality and Data Protection
All appeals will be handled confidentially and in line with data protection legislation. Information will only be shared with those directly involved in the appeal or where required by awarding organisations or regulators.
11. Malpractice and Maladministration
Where an appeal identifies potential malpractice or maladministration, the matter will be referred for investigation under Study Mind Ltd’s Malpractice and Maladministration Policy.
12. External Escalation
Where an appeal has been fully exhausted and the appellant remains dissatisfied, they may have the right to raise the matter with the relevant awarding organisation or regulator. Study Mind Ltd will provide guidance on appropriate next steps where applicable.
13. Review
This policy is reviewed annually and updated to reflect changes in legislation, awarding organisation guidance or regulatory requirements.
This policy supports Study Mind Ltd’s commitment to fairness, transparency and high standards in assessment and qualification delivery.
