Golden Trust (GT) is committed to providing quality training services to all learners. Our commitment is not exclusive to the training programme or course duration, but is extended to post-programme and post-course services. If a learner feels that the award, grade, assessment, or progression decision has been unfair, they may proceed to requesting a formal appeal to the decision.

GT is committed to satisfying stakeholders and preserving learner rights towards what may be felt as unfair decisions made against them. A learner may appeal a decision relating to:
• not being awarded a course or programme certificate;
• not being allowed access to a course or programme, either directly or by transfer from one course or programme to another;
• refusal or termination of registration;
• alleged inappropriate behaviour relating to assessable components of a course or programme.
In cases where learners feel they deserve a better mark or grade, they are advised to speak to the relevant trainer directly to review their mark or grade. Learners may raise such cases with the Manager, Training and Vocational Education, for consideration and follow-up, only if they have first spoken to the relevant trainer and the mark has not been changed. In compelling circumstances, the Manager, Training Vocational Education, will decide if the case can be presented to the Managing Director as a legitimate appeal. In cases where access or transfer is denied, learners may approach the Manager, Training & Vocational Education, directly, for consideration and follow-up.

This policy applies to:
1. All members of the Golden Trust community
2. Staff
3. Learners
4. Trainers
The policy applies to all types of courses and programmes that GT offers. However, the procedures vary. In the broad sense, the types of courses and programmes are: Internally Designed Short Courses (where the participants who complete the courses receive a Certificate of Attendance), Externally Accredited Programmes (where the successful participants receive certification from the accrediting body, and Internally Designed NQF-Compatible Programmes (which are developed by GT and where the successful participants will receive Certificate declaring the achievements of the qualification). The procedures below relate to all programmes offered by Golden Trust whether Internally Designed Programmes and Courses or Externally Accredited Programmes.

1. DEADLINE

1.1 An appeal must be submitted within 10 working days of the publication of an assessment outcome.
1.2 The outcomes of the appeal review case should be reported to the leaners within 5 working days of receiving the appeal case.

2. GROUNDS FOR APPEAL

2.1 An appeal is only valid on one or more of the following grounds:
• There has been a procedural or administrative error on dealing with admission requests.
• There has been a procedural or administrative error on the assessor’s or the qualification awarding body’s part which led to processing the assessment incorrectly.
• There is valid evidence of prejudice, bias, or discrimination on the assessor’s or the qualification awarding body’s part.
2.2 If a learner disagree with the assessment grade, or any other administrative decision he/she can apply for appeal by submitting the related form to the Programme Manager (GT-F-001 Appeal).

3. APPEAL GUIDELINES

3.1 The assigned programme or course manager or trainer advises learners of their right to appeal any decision they feel was unfair and limited them in passing the training course or programme.
3.5 Initial review will be done by the considered Programme or Course Manager and outcomes will be reported to the Manager, Training Vocational Education for final approval. The complete appeal case with all relating evidences is to be forwarded to the Head of Internal Quality Assurance for endorsement.
3.6 Each appeal is dealt with in a confidential manner and its receipt and outcome is recorded in the Complaints and Appeals Register and the Appeal File (Hard and Electronic).

4. COST OF APPEAL

4.1 Along with the appeal request, applicants must pay a fee of BD25 to Golden Trust. This is refunded to the applicant should the appeal be successful.

5. APPEAL INVESTIGATION

5.1 The Programme or Course Manager considers the grounds for the appeal, and, if appropriate, assigns, where applicable, three independent staff members as the Appeal Investigation Team. For example, the team may be made up of:
• one trainer, where applicable, not involved with the course in question;
• two members of Golden Trust staff, where required.
5.2 The Appeal Investigation Team receives the appeal request, meets and investigates the case.
5.3 The Appeal Investigation Team report their findings and the recommended decisions to the Manager, Training & Vocational Education.
5.4 The Manager, Training Vocational Education, reviews and approves the final recommendation from the investigation team. If, there are any discrepancies and required further clarifications the case will be communicated back to the investigation team.
5.5 The Manager, Training & Vocational Education report the findings with all the necessary evidences to the Head of Quality Assurance for Endorsement. If further clarification required, this will be communicated back to the Manager, Training & Vocational Education.
5.6 Upon Final Endorsement, A formal letter is prepared by the Manager, Training Vocational and Education, advising the decision to the learner.
5.7 The learner is asked to collect the letter & sign an acknowledgement of receiving the decision.
5.8 The Manager, Training & Vocational Education is responsible for update the leaner records including (results sheets, assessment results, Etc). A copy of all evidences should be retained in the Appeal File.
5.9 Any other actions appropriate to the approved recommendation are undertaken.

Appeal: An appeal is linked directly to the dissatisfaction of the outcomes of an assessment and/or any other administrative procedure/ decision.
Complaint: A complaint is related to the dissatisfaction of everything apart from an assessment outcome, e.g. training course facilities or services.

GT-F-001 Appeal Form

GT-QMS-017 Complaints Management Policy
GT-QMS-004 Equal Opportunity Policy
GT-TS-010 Complaints and Appeals Register
GT-TOR-003 Appeals Investigation Committee
Minutes of Appeal Investigation Team meetings

Essentially, the focus of Golden Trust is on meeting the needs of our clients and learners. We do this as a viable business that adds value to training and education in Bahrain and beyond. Alongside that focus, this policy ensures that Golden Trust meets the requirements of regulators.

Policy Owner: Manager, Training and Vocational Education

ORIGINALLY ISSUED
December 1, 2018

AMENDED
April 1, 2021

NEXT REVIEW DATE
December 1, 2021