End point assessment complaints

This policy sets out the types of complaints that we may receive, what information is recorded, who should oversee the complaint and the target response times.

For the purposes of this policy, a complaint may be defined as an expression of dissatisfaction about the standard of service or action or lack of action by the IET.

A complaint may relate to:

• The quality and standard of the EPA service
• The quality of facilities or EPA resources
• Treatment by, attitude or behaviour of an IET staff member or assessor
• The failure of the IET to follow an appropriate administrative process
• Any EPA reasonable adjustment application outcomes can be appealed under the Appeals Policy for end-point assessment
• The outcome of an investigation into a report of malpractice and/or maladministration including any sanctions imposed.

A complaint can be made to the EPA team via email only.

All complaints should be addressed to The Operations Manager and sent to epa@theiet.org.

The complaints handling process is intended to provide an effective and streamlined process with a focus on early resolution. Upon receipt of a complaint, we will aim to acknowledge it within 5 working days.

Once the complaint has been acknowledged we will conduct an initial review of the complaint and will aim to respond within 10 working days.