Candidates shall exhaust the assessment centres own complaints procedure where the complaint relates to centre conduct/performance if the outcome is then felt by the complainant to not have been properly addressed then it should be escalated to ACL in writing giving reasons for the complaint and outlining the expected outcome/resolution. 

Complaints against ACL directly relating to personnel, conduct etc must initially be addressed to the Scheme Manager, again outlining the reasons and required outcome/resolution if the complaint is regarding the Scheme Manager then the complaint should be marked for the attention of The Impartiality Committee. 

Resolution of complaints will be in writing detailing the decision and the reasons for it, the complainant will be kept appraised of the progress of the investigation etc, ACL will endeavour to resolve complaints in a timely and efficient manner. 

Appeals 

Candidates have the right to appeal any of the following:-

• The assessment centres recommendation to not certificate but not the outcome of an assessment.
• ACL decision to not certificate
• ACL decision to withdraw or suspend certification
• The outcome of a complaint against ACL 

The appellant will be required to pay a fee upfront to appeal a decision listed above if their complaint is then upheld this fee will be returned in full. 

Details of the appeal procedure are available on request or from the ACL website and in the matter of the assessment centres recommendation, this should initially be raised at the assessment centre at the time of the recommendation and their internal process exhausted prior to referral to ACL. 

All appeal requests must be in writing to ACL within 10 working days of the decision being appealed, clearly stating the reasons for the appeal. 

ACL will keep the appellant appraised at all times and will endeavour to resolve the appeal in a timely and efficient manner. All decisions will be provided in writing giving the reasons for the decision.

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