This policy details the Appeals Process and sets out the procedure that can be used to challenge a decision made in relation to the outcome of a monitoring process (such as, but not limited to, reasonable adjustments or special considerations, assessment results, or the outcome of a malpractice or maladministration investigation).

1. Our Commitment

At Hair by Kissa, we are dedicated to maintaining fairness and transparency in all our processes, particularly concerning the decisions made about our hairdressing services, courses, and workshops. We recognise that learners may, on occasion, wish to challenge a decision, and this policy ensures a clear and consistent pathway for such appeals.

2. Scope of Appeals

This Appeals Policy applies to decisions made by Hair by Kissa regarding:

• Assessment Results: Challenging grades or outcomes of practical or theoretical assessments within courses and workshops.
• Decisions on Reasonable Adjustments or Special Considerations: Appealing the denial or perceived inadequate application of requested adjustments or considerations related to learning or assessment.
• Outcomes of Malpractice or Maladministration Investigations: Challenging the findings or sanctions imposed following an investigation into alleged malpractice or maladministration.
• Certification or Course Completion Decisions: Appealing decisions related to whether a learner has met the requirements for a certificate or overall course completion.

3. Grounds for Appeal

An appeal will only be considered if it is based on one or more of the following specific grounds:

• Procedural Irregularity / Administrative Error: There was a significant error or irregularity in the process leading to the decision that could have materially affected the outcome. This includes mistakes in grading, incorrect application of assessment conditions, or failures to follow Hair by Kissa’s published procedures.
• New Information or Mitigating Circumstances: Significant new information or evidence of extenuating circumstances has become available that was not known, or could not reasonably have been provided, at the time the original decision was made, and which could have materially affected the outcome.
• Bias or Prejudice: There is credible evidence that the decision-maker (e.g., assessor, course instructor, investigator) acted with unfair bias or prejudice against the learner, which influenced the outcome.
• The Decision Was Unreasonable: The decision reached was so unreasonable that no reasonable person, acting fairly and with all relevant information, would have come to the same conclusion.

4. Appeals Procedure

4.1 Submitting a Formal Appeal

All formal appeals must be submitted in writing via our website’s contact form: https://hairbykissa.co.uk/contact/. When completing the form, please select the ‘other request or policy request’ option.

To be considered valid, your appeal submission must include the following essential information:

• Learner’s Full Name and Contact Information: Including email address and phone number.
• Course/Workshop Name and Date(s): The specific course or workshop to which the decision relates.
• Date of the Original Decision Being Appealed: The date you were notified of the decision you are challenging.
• Specific Decision Being Appealed: A clear statement of the exact decision you are challenging.
• Ground(s) for Appeal: Clearly state which of the grounds listed in Section 3 your appeal is based upon. You may select more than one if applicable.
• Detailed Explanation of the Grounds: A clear and concise explanation of why you believe the chosen ground(s) apply to your specific situation, including specific facts and examples.
• Supporting Evidence: Any relevant documents, emails, photographs, medical certificates, or other materials that support your appeal. These should be attached or clearly referenced within your submission.
• Desired Outcome: What you hope to achieve from the appeal (e.g., a review of an assessment, a grade change, a re-evaluation of a decision).

4.2 Appeal Submission Deadline

A formal appeal must be submitted within 15 working days of the date the learner was informed of the original decision. Appeals submitted after this deadline may not be considered unless exceptional circumstances can be demonstrated and are accepted by Hair by Kissa.

4.3 Acknowledgement of Appeal

Upon receipt of your formal written appeal, Hair by Kissa will acknowledge it within 14 working days (excluding weekends and bank holidays). This acknowledgement will confirm that your appeal has been received and is being processed.

5. Investigation of Appeal

5.1 Responsibility for Investigation

The business owner, Kissa, will be responsible for overseeing and conducting the investigation of all formal appeals.

5.2 Investigation Process

The investigation will be thorough, objective, and fair. It may involve:

• Careful review of the appeal submission and all supporting evidence provided by the learner.
• Review of the original decision and all related documentation, including assessment records, attendance logs, communications, and relevant Hair by Kissa policies.
• Consultation with relevant parties, such as the assessor, course instructor, or any administrative staff involved in the original decision or the process leading to it.
• Requesting additional information or clarification from the appellant or other parties, if deemed necessary.
• Offering a meeting (in person or virtually) with the appellant to discuss the matter, if deemed beneficial for clarification or resolution.

5.3 Investigation Timeframe

Hair by Kissa aims to complete the investigation and provide a substantive response within 15 to 20 working days from the date the appeal was acknowledged. During busy periods or for particularly complex cases (e.g., those requiring extensive review of evidence or multiple consultations), this timeframe may extend to up to one (1) month (meaning 20 working days). You will be kept informed of any significant delays.

6. Outcome of Appeal

6.1 Communication of Outcome

The final decision regarding the appeal will be communicated to the learner in writing, primarily via email, within the timeframe specified in Section 5.3. This communication will include the outcome of the appeal and the reasons for the decision.

6.2 Finality of Internal Decision

The decision reached through this Appeals Process will be considered final and binding within Hair by Kissa’s internal procedures. Once this appeal decision has been communicated, there are no further internal avenues for review or challenge within Hair by Kissa.

7. Record Keeping

Records of all formal appeals, including details of the appeal, investigation, and resolution, will be retained for a minimum of six (6) years from the date of closure. This helps us monitor appeal trends and continually improve our services and processes.

8. Policy Review

This Appeals Policy will be reviewed and updated annually to ensure it remains effective, relevant, and compliant with current regulations and best practices.