Stage 3 - Independent Senior Manager Complaints are investigated by a senior manager who is independent of the individual or team that your complaint references. They will investigate with the target of responding to your complaint within 10 working days. External Escalation This will be the final route of escalation within SCL Group. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification, then please contact the awarding organisation directly. Someone within the team will be able to provide you with the information to raise this complaint, you should also be able to find their complaints policy and contact them on the Awarding Organisations website. Should you address your complaint to the Awarding Organisation and remain unhappy with the outcome, you may then raise your complaint to the relevant qualification regulator. • Qualifications Wales is the regulator of non-degree qualifications and the qualification systems in Wales • SQA Accreditation for SCQF Provision • OFQUAL for RQF qualifications delivered anywhere else Complaints we cannot help with: We can only handle complaints about the work, colleagues, learners, and levels of service provided by SCL Group and associates. We cannot help with complaints regarding any third parties as your complaint should be made to the organisation directly. We will provide guidance on how to raise a complaint with them.
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