POLICIES

Appeals Procedure

The following sets out the appeals procedure for Cesar’s Hygiene Ltd  This procedure covers the process for raising appeals against an academic decision that has been made.  Should a learner feel that proper process has not been followed or that the academic decision was not made in accordance with the regulations of the programme of learning then they may appeal to Course Director via one of the following methods:

Call: 07905340217

E-mail: dean@cesarshygiene.co.uk

Write to: Dean Morrison, Cesar’s Hygiene Ltd, 71 Howlands, Welwyn Garden City, Herts AL74RA

Examples of areas where an appeal may be raised are as follows:

• If the learner believes that Cesar’s Hygiene Ltd has not applied our procedures consistently or that procedures were not followed properly, consistently and fairly;
• If the learner is not satisfied with the conduct of the assessment and believed it disadvantaged them; and
• If the learner feels that the premises/environment for assessment has disadvantaged them.

(Should a learner wish to appeal against a decision made after a complaint has been investigated then please refer to our Complaints Procedure).

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

• A full description of your appeal (including the subject matter and dates and times if known);
• Any names of the people you have dealt with so far;
• Copies of any papers or letters to do with the appeal; and
• Any other factors for consideration such as any extenuating circumstances that the learner either did not address at the time or believes that were raised but were not taken into consideration when the decision was made.

Appeals will be investigated in order to reach a decision.  We aim to investigate and respond to appeals within two weeks.

This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal appeals procedure then please contact the Awarding Organisation directly.  The Awarding Organisation is Highfield Awarding Body for Compliance (HABC) and their appeals policy can be located on their website: www.highfieldabc.com.  Alternatively please speak to the HABC team on 0845 2260350.

Should you address your appeal to HABC and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator.  Either a representative of Cesar’s Hygiene Ltd or HABC will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

The following relates to appeals regarding publicly funded qualifications in Scotland only.  Should you have undertaken a publicly funded qualification in Scotland, wish to make an appeal and you have exhausted the procedures of Cesar’s Hygiene Ltd, HABC as the Awarding Organisation, and the relevant qualification regulator then you do have one final route of appeal.  Please contact the Scottish Public Services Ombudsman (SPSO) directly, details can be located on their website: www.spso.org.uk

If you have any queries about the contents of this policy, please contact the Course Director directly on 07905340217 or email info@cesarshygiene.co.uk

Complaints Procedure

A complaint is an expression of dissatisfaction concerning Cesar’s Hygiene Ltd products or service.  Cesar’s Hygiene Ltd take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.

It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer.  Therefore we ask that if you are dissatisfied with the service you have received that you bring this to our attention as soon as possible by speaking to your course Tutor in the first instance.

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the tutor verbally, please contact Cesar’s Hygiene Ltd via one of the following options:

Call: 07905340217

E-mail: info@cesarshygiene.co.uk

Write to: Dean Morrison, Cesar’s Hygiene Ltd, 71 Howlands, Welwyn Garden City, Herts AL74RA

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

• A full description of your complaint (including the subject matter and dates and times if known);
• Any names of the people you have dealt with so far; and
• Copies of any papers or letters to do with the complaint.

Cesar’s Hygiene Ltd ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully.  The Course Director will investigate your complaint and respond to you within two weeks.

This will be the final route of escalation within our company.  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.  The Awarding Organisation is Highfield Awarding Body for Compliance (HABC) and their complaint policy can be located on their website: www.highfieldabc.com

Alternatively please speak to the HABC team on 0845 2260350.

Should you address your complaint to HABC and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator.  Either a representative of Cesar’s Hygiene Ltd or HABC will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

The following relates to complaints regarding publicly funded qualifications in Scotland only.  Should you have undertaken a publicly funded qualification in Scotland, wish to make a complaint and you have exhausted the procedures of Cesar’s Hygiene Ltd, HABC as the Awarding Organisation, and the relevant qualification regulator then you do have one final route of complaint.  Please contact the Scottish Public Services Ombudsman (SPSO) directly, details can be located on their website: www.spso.org.uk

If you have any queries about the contents of this policy, please contact the Course Director directly on 07905340217 or email info@cesarshygiene.co.uk

Equality and diversity

Cesar’s Hygiene Ltd is committed to providing services which embrace diversity and that promote equality of opportunity. As an employer and training provider, Cesar’s Hygiene Ltd is committed to equality and valuing diversity within its workforce. Our goal is to ensure that these commitments, reinforced by our values, are embedded in our day-to-day working practices with all our customers and learners.

We will provide equality of opportunity and will not tolerate discrimination on grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation – or any other grounds.

Every person working for or on behalf of Cesar’s Hygiene Ltd has a personal responsibility for implementing and promoting these principles in their day-to-day dealings with everyone – including members of the public, other staff and employers. Inappropriate behaviour is not acceptable.

We think it is important that all our people can contribute to the achievement of the company objectives. Courses will be accessible to all learners and any learner who wishes to discuss any requirements that they may need to have in place are encouraged to notify our team prior to the course taking place so that arrangements can be made.

Please feel free to contact Cesar’s Hygiene Ltd on:

Tel: 07905340217

E-mail: info@cesarshygiene.co.uk

GDPR Privacy Policy

Cesar’s Hygiene Ltd takes your privacy very seriously and treats it with the utmost importance when using this website or any of the services provided by us.  This policy aims to explain how we use and protect the information that you provide to us.

The personal information that we collect

When completing training courses, it is necessary for us to collect your name, date of birth and address as well as seeing photographic identification.  This is to verify that delegates attending training and completing examinations are who they claim to be.  This is necessary under the requirements of the awarding body.  Only the information that you provide will be held on record.

It is always your choice to provide information or not.  However refusal to provide the information may result in the fact that we are unable to provide the service you require.

Other ‘non-personal’ information

Information regarding businesses may be gathered from local newspapers, media and public organisations such as Companies House.  This may be used for marketing and research purposes.  This information will not be stored without your prior permission.

What do we do with your information

The information is forwarded on to the awarding body in order to process any examination papers and certificates.  This is done via recorded Royal Mail.  A digital copy is taken and retained in case of batches being lost in the post.  This information is held securely in a locked office until such time as it is needed.

Information may be passed to third parties who are working on behalf of Cesar’s Hygiene Ltd.  Any such party will have signed an agreement not to disclose this information to any other party.

What do we not do with your information

Your personal details or information will never be passed on to any other third party outside of the appropriate awarding body or visiting enforcement officer if required. Your information would never be used for marketing purposes without your express permission.

Third party websites

In order to make our website as useful and as informative as possible we have supplied links to other websites.  We do not control these ‘Third party websites’ or their use of cookies.  We assume no responsibility for the information gathered or how it used by third party websites.  You are encouraged to check each third party’s privacy policy before disclosing or divulging any personal information.

Your rights

You have the right to –

• Ask for a copy of the information held by us in our records. A small administration fee may be necessary
• Require us to correct any inaccuracies in your information
• Object to receiving any marketing communications from us

Changes to this policy

It may be necessary to update this policy on occasion.  The website will always display the most up to date version.

Contact Us

If you have any questions or concerns regarding your personal information and how it is stored or used please contact us at info@cesarshygiene.co.uk

Malpractice and Misadministration Policy

Malpractice refers to wrongdoing, where a person in trust acts illegally, improperly or negligently in a way to benefit themselves.  In the context of this policy, malpractice relates to the integrity of exam rules, procedures and the keeping of exam papers.   In the context of this policy, malpractice refers to copying, researching the internet or discussing answers with colleagues during the exam.

Misadministration refers to the incorrect management of, handling, giving out or processing of materials, in particular; exam materials.

The following policy is intended to avoid any examples of malpractice or misadministration by either delegates on a course or course facilitators/trainers.  An example of misadministration would be exam papers left unsupervised in a room where delegates could access them prior to the exam.

It is the policy of Cesar’s Hygiene Ltd to not tolerate any malpractice or misadministration before, during or after any training course or exam.  Exam materials are delivered to the trainer’s private residence.  They are stored securely and held privately until the time of the examination.  Exam materials are never sent to the client in advance but on occasion, training materials may be, due to the weight or bulk involved.  Any left-over or spare examination materials will be collected and returned to the trainer’s private residence where again they are stored securely until they are next needed.  Exam papers are never left with the client for the next course.

Exam rooms are set up in order to comply with any Awarding Body requirements.  Delegates are made aware, verbally, before the start of the exam of the basic house rules such as silence, no use of phones/laptops etc. and when they will be able to leave the exam room.