A Step-by-Step Guide to our Appeals Procedure

 

Appeal process

If you are not happy with a certificate or examination decision made by CATG, we have an appeals procedure.

 

We want to:

 

Make it easy for you to tell us about your appeal

Give your appeal the attention it deserves

Resolve your appeal without delay in a fair, open, constructive, impartial and timely manner

Keep you fully informed

Make sure you are satisfied with how your appeal is resolved

 

We aim to resolve your appeal within a few days. You can appeal to CATG:

 

In person – visit CATG and speak to one of our staff.  We are open from 9am to 5pm Monday to Friday

In writing – address your letter to the operating manager at CATG, 29a Princes Crescent, Morecambe, Lancashire, LA4 6BY

By telephone – call 0044 (0) 1524 400632 or 0044 (0) 07941 536543

By e mail – visit our website at www.catg.co.uk and address your complaint to our operating manager

 

We will aim to resolve most complaints within a few days.

 

On receipt of your appeal, we will confirm whether the appeal relates to CATG.

We will log your appeal, acknowledge it, and confirm all details with which you are unhappy.

We will establish there is no conflict of interest and your appeal is dealt in a constructive, impartial and timely manner.

We will contact you regularly and keep you updated until your appeal has been resolved and who is looking after your appeal and their contact details. They will not be the CATG person(s) named in your appeal.

 

However, if we have not been able to resolve your appeal within one week, we will call and write to tell you:

 

Why we have not yet resolved your appeal

Who is dealing with your appeal and their details

When we will contact you again

 

If together we cannot reach an agreement, we will send you:

 

A letter giving our reasons for the delay and an indication of when we expect to provide a resolution, or

Refer your appeal to our Board of Governors.  They will issue CATG’s final response letter, which will explain our position

 

A letter or email will be dispatched to you within 24 hours to you confirming your right to present your case in person to our Board of Governors.

 

You will be informed of the date when your appeal is to be heard and the composition of our Board of Governors.

 

You have the right to state objections to the composition of our Board of Governors.  Your reasons for objection will be considered by our Board of Governors who will decide whether or not it is appropriate to amend the composition accordingly.

 

Our Board of Governors will consider the nature of your appeal from your written report.  Where necessary, our Board of Governors will request the presence of the relevant auditor during all or part of the meeting.  The reports shall be studied and a recommendation from our Board of Governors made accordingly.  The meeting will be recorded.