Complaints and Appeals Policy
Apollo Accreditation
1. Scope
This policy covers complaints about our conduct or the quality of our work, and appeals against decisions we have made in the course of an engagement.
It does not cover decisions made by a regulator, awarding organisation or accreditation body. Those bodies have their own appeals procedures and we will point you to the right one and help you use it.
2. How to raise something
Write to info@apolloaccreditation.com with the word complaint or appeal in the subject line. Tell us what happened, when, and what outcome you are looking for. There is no form.
Raising a complaint costs nothing, does not affect your engagement, and does not require you to be right.
3. What happens and when
Every stage has a deadline and we hold to it. If we are going to miss one, we tell you before it passes, not after.
| Stage | What happens | Timescale |
|---|---|---|
| Acknowledgement | We confirm receipt and tell you who is handling it | 5 working days |
| Stage 1 review | Reviewed by someone not involved in the matter complained about | 20 working days |
| Stage 2 review | If you are not satisfied, a second review by a director | 20 working days from your request |
| Outcome | Written outcome with reasons, and what we are changing if anything | With each stage |
4. Appeals against our decisions
Where we have made a decision you disagree with, say what decision, why you think it is wrong, and what you want instead. The appeal is decided by someone who did not make the original decision.
5. Anonymous and third-party complaints
We accept complaints from people who are not our clients, including learners at a provider we have worked with. We accept anonymous complaints, though we can rarely report an outcome back on one.
6. Records and learning
Every complaint is logged with its outcome. The log is reviewed quarterly to identify recurring causes, and outcomes feed into our quality policy.
7. If you are still not satisfied
You can raise a data protection matter with the Office of the Information and Data Protection Commissioner in Malta or the Information Commissioner's Office in the United Kingdom. You may also raise concerns about a provider's programme with the relevant accreditation body directly.
Common questions
How do I complain about Apollo Accreditation?
Write to info@apolloaccreditation.com with the word complaint or appeal in the subject line. Tell us what happened, when, and what outcome you want. There is no form. We acknowledge within 5 working days and complete a stage 1 review within 20 working days.
Does complaining affect my engagement?
No. Raising a complaint costs nothing, does not affect your engagement, and does not require you to be right.
Can I complain if I am not a client?
Yes. We accept complaints from anyone, including learners at a provider we have worked with, and we accept anonymous complaints.
Can Apollo handle an appeal against a regulator's decision?
No. Decisions by a regulator, awarding organisation or accreditation body have their own appeals procedures. We will identify the right one and help you use it, but we cannot decide it.