Candidate rights
Appeals and complaints.
Two different routes, for two different problems. Both are published here so you can read them before you register, not only after something has gone wrong.
Appeals — about a result or an assessment decision
Use this route to challenge:
- a final grade or result
- a finding of malpractice or maladministration
- a reasonable adjustment or special consideration decision
- a decision to decline or withdraw recognition of your entry requirements
An appeal has to be grounded in something specific: a procedural irregularity, evidence that was not properly considered, bias or a conflict of interest, or a mark that was not calculated according to the approved marking scheme. Disagreeing with academic judgment on its own is not a ground — except at CHCS level, where the reasoning behind a competency judgment can itself be reviewed.
Stage 1 — Enquiry about results
An administrative check: that every answer you gave was marked, that the marks were totalled correctly, and that the right grade boundary was applied. No formal grounds are needed, and there is no charge.
- You have
- 15 working days from your result
- GHCA responds within
- 10 working days
Stage 2 — Formal appeal
Submitted in writing, stating your grounds and any supporting evidence. The Head of Quality assigns a reviewer who had no part in the original decision. The outcome is upheld, partially upheld, or not upheld, with reasons given either way.
- You have
- 20 working days from the decision or the Stage 1 outcome
- GHCA responds within
- 20 working days
Stage 3 — Final review
A panel of the Examinations Board including at least one member independent of the original case. This is the final stage of GHCA's internal process.
- You have
- 15 working days from the Stage 2 outcome
- GHCA responds within
- 30 working days
Fees. Stage 1 is free. Stage 2 carries an administrative fee set out in GHCA’s fee schedule, refunded in full if your appeal is upheld or partially upheld. Stage 3 costs nothing beyond the Stage 2 fee.
Complaints — about service, conduct or process
Use this route for:
- service quality — delays, poor communication, wrong information
- the conduct of GHCA staff or a tutor
- a training provider’s delivery standards
- problems with the website or a portal
- concerns about a GHCA policy itself
Anyone can complain — candidates, providers, employers, or a member of the public. Anonymous complaints are considered where there is enough detail to investigate, though GHCA cannot write back to you.
Stage 1 — Informal resolution
Raise it directly with whoever is best placed to fix it — your training provider, for a delivery concern — or write to GHCA. Most things are settled here.
- You have
- No deadline
- GHCA responds within
- Acknowledged in 3 working days, resolved in 10
Stage 2 — Formal complaint
In writing to the Head of Quality. Investigated by someone not involved in the original matter. You get a written outcome with reasons, and any corrective action GHCA will take. If it cannot be finished in 15 working days you are told why and given a revised date.
- You have
- No deadline
- GHCA responds within
- Acknowledged in 3 working days, answered in 15
Stage 3 — Escalation
Reviewed by the Executive Director. A complaint about the Executive Director goes straight to the Board of Directors instead.
- You have
- 15 working days from the Stage 2 outcome
- GHCA responds within
- 20 working days
Fees. None, at any stage.
Which one do I need?
If you are challenging a result or an assessment decision, that is an appeal. Everything else is a complaint. If you send a complaint that turns out to belong under the appeals process, GHCA will redirect it and confirm that to you in writing — you will not lose your place because you picked the wrong form.
Raising either one will not count against you
No candidate, tutor, training provider or member of the public is disadvantaged in any current or future dealing with GHCA for raising an appeal or a complaint in good faith. Appeals and complaints are logged and reported in aggregate to the Examinations Board, so that patterns get fixed rather than repeated.
How to start
Write to info@ghcaofficial.org saying which route you are using and what happened. If you are a candidate you can also raise an appeal from your results page once you are signed in.
Nothing here limits any right you have under the law or through an external regulator, whatever the outcome of GHCA’s internal process.