Starting the Course

Upon signing up and paying for your slot, you’ll have already been provided with the necessary digital workbooks to complete as you work through the curriculum week by week. If you haven’t received this, please get in touch at info@constructnet.org and copies will be provided to you.

 

Starting the course, you’ll be required to bring a form of photographic ID. This can include:

  • Current UK (Channel Islands, Isle of Man or Irish) passport or EU/other nationalities passport

  • Passports of non-EU nationals, containing UK stamps, a visa or a UK residence permit showing the immigration status of the holder in the UK

  • A current UK or European photo-card driving licence.

  • UK full or provisional photo-card driving licence

  • A national ID card and/or other valid documentation relating to immigration status and permission of work.

 

The last four digits of your ID number will be stored along with your details on your delegate registration form.

Your data

As a registered Authorised Training Organisation (ATO) for the Construction Industry Training Board (CITB), we are required to log all delegate information.

This is a requirement from the CITB and your data will never be disclosed outside of the CITB. Upon joining the course, you'll be asked to formally acknowledge and accept these terms or opt out of you so choose.

Appeals & Complaints Procedures

Below you'll find our appeals & complaints procedures in the event you may wish to utilise them. In the event a 3rd party is required to adjudicate, Equality Gold Ltd (the organisation responsible for The Construction Network ) will be brought in to make an impartial decision. 

Appeals Procedure

What is an appeal?

An appeal is where a candidate feels they have not been given fair opportunity to demonstrate competence at assessment and therefore dispute the result given. If a candidate disputes the result given at training the Candidates Complaints Process is used.

 

What constitutes an appeal?

A candidate disagrees with an assessment result, for example defer or fail, as they feel and can evidence, the assessment process was unfair or unjust.

 

Potential appellants must understand that Beyond Flooring Ltd is not normally able to overturn assessment results due to not being present during delivery. In the case of an appeal being upheld alternative options will be considered, which may include nullification of the assessment.

 

Appeal Procedure

Stage One

Appeals must be received by the relevant training organisation within 3 months of course completion.

 

Once an appeal is received it is normally initially considered at ‘Stage 1’

 

The main objective of Stage 1 is to assist the candidate to reach a clear understanding as to why decisions were made resulting in an assessment course result. Candidates should therefore, in the first instance, contact the course provider and seek to explain the reasons for the result directly with them.

 

A staff member contacts both parties by phone and/or email to offer support. The individual concerned impartially supports dialogue between both parties to find resolution.

 

Direct entry to ‘Stage 2’ is possible at the discretion of the Technical Staff member where significant prior communication has been evidenced or the issue concerned prevents effective ‘Stage 1’ communication.

 

Stage 2 – Formal Investigation

Stage 2 occurs where;

  • Communication has broken down between the two parties or

  • The proposed resolution is not acceptable to either party at Stage 1.

Resolution is possible at any point during Stage 2 if acceptable to both parties.

 

Once the complaint is acknowledged to be at Stage 2 the process follows a number of steps;

The staff member acknowledges receipt of the statement and in doing so declares the Investigation Lead. Both parties are informed in writing and when doing so the statement is shared with the provider and course staff concerned.

 

The Investigation Lead is required to complete a declaration of interest on accepting the role. This is shared with both parties. Either party can object to the Investigation Lead chosen if within 5 working days of declaration.

 

The Investigation Lead’s role is to independently oversee the appeal investigation. In doing so the Investigation Lead establishes the facts by gathering evidence and receives written and verbal submissions by all parties.

 

Beyond Flooring Ltd recognises that some individuals may have difficulty submitting a statement in writing. As a result the appellant is offered the opportunity to communicate their views in person or by video conferencing to the appropriate organisation to support their statement submission. This is not mandatory. The appellant may choose to have a supporting individual present. Minutes are taken by the Investigation Lead (or another party) and agreed by those present before being shared with both parties.

 

Investigation

The Investigation Lead establishes the facts of the case. This may involve;

  • Further questioning of each party via email, phone or video conferencing

  • Supplementary evidence submission on the Investigation Lead’s request

  • The Investigation Lead contacting witnesses

The Investigation Lead ascertains and compiles a summary of facts from the statement with supporting evidence. Only established, evidenced facts which relate to the case are stated.

 

Outcome

On the basis of these established facts the Investigation Lead forms a decision to uphold or not uphold the appeal and outlines an appropriate course of action. The Investigation Lead communicates the outcome and any further course of action to both parties.

 

Final Appeal

Both parties have the right to final appeal if they have concerns regarding the legitimacy of the investigation or the appropriateness of further action taken. It is not possible to appeal against the outcome and in doing so request reconsideration of the case. Appellants must have legitimate cause for concern and present their case to the Executive Officer within 4 weeks of the complaint outcome being given. The Executive Officer will decide whether there is a case to answer. If a final appeal is granted this will be considered by an independent panel drawn from Equality Gold Ltd who have not been involved with the case.

Complaints Procedure

What is a complaint?

A complaint is any expression of dissatisfaction, whether oral or written, from or on behalf of a complainant about the training organisation’s provision of, or failure to provide, a service.

 

What constitutes a complaint?

  • The conduct and/or behaviour of a course staff member and/or the course provider is alleged by the complainant to have fallen below the standards of the appropriate training organisation.

  • The service or quality of experience provided by a course provider and/or their associated staff is alleged by the complainant to have failed to meet the standards of the appropriate national training organisation.

  • A failure to reasonably ensure a candidate’s safety and well-being is alleged against a course staff member and/or the course provider.

 

Complaint procedure

Stage 1

Complaints must be received by Beyond Flooring Ltd within 3 months of the incident occurring.

 

Once a complaint is received it is normally initially considered at ‘Stage 1’

 

During Stage 1 the Technical Staff member contacts both parties by phone and/or email to offer support. The individual concerned impartially supports dialogue between both parties to find resolution.

 

Direct entry to ‘Stage 2’ is possible at the discretion of the Technical Staff member where significant prior communication has been evidenced, the issue raised is particularly serious or the issue concerned prevents effective ‘Stage 1’ communication.

 

Stage 2 – Formal Investigation

Stage 2 occurs where;

  • Communication breaks down between the two parties or

  • The proposed resolution is not acceptable to both parties at Stage 1.

Resolution is possible at any point during Stage 2 if acceptable to both parties.

 

Roles of key parties

  • Investigation Lead – To independently oversee the complaint investigation. In doing so the Investigation Lead establishes the facts by gathering evidence and receives written and verbal submissions by all parties.

  • The training provider organisation's Board – The final decision to uphold the complaint or not is made by the Board of Directors. They declare any subsequent further course of action. It is not the role of the Board of Directors to reinvestigate the case.

 

Stage 2 steps

Once the complaint is acknowledged to be at Stage 2 the process follows a number of steps;

 

Statement

The complainant submits a statement to the appropriate training organisation outlining the following;

  • Complainant name and ID (if applicable)

  • Provider and course staff concerned

  • Course and dates concerned

  • Summary of issues raised

  • Evidence for each issue raised

  • A suggestion on acceptable outcome/s

The statement forms the basis of the subsequent investigation.

The Technical Staff member acknowledges receipt of the statement and in doing so declares the Investigation Lead. Both parties are informed in writing and when doing so the statement is shared with the other party.

 

The Investigation Lead is required to complete a declaration of interest on accepting the role. This is shared with both parties. Either party can object to the Investigation Lead chosen if within 5 working days of declaration.

 

Beyond Flooring recognises some individuals may have difficulty submitting a statement in writing. As a result the complainant is offered the opportunity to communicate their views in person or by video conferencing to the appropriate organisation to support their statement submission. This is not mandatory. The complainant may choose to have a supporting individual present. Minutes are taken by the Investigation Lead (or another party) and agreed by those present before being shared with both parties.

 

Investigation

Each party is given equal opportunity to communicate their views.

 

The Investigation Lead establishes the facts of the case. This may involve;

  • Further questioning of each party via email, phone or video conferencing. Both parties have a right to request questioning in methods noted above.

  • Supplementary evidence submission on the Investigation Lead’s request.

  • The Investigation Lead contacting witnesses.

The Investigation Lead ascertains and compiles a summary of facts from the statement with supporting evidence. Only established, evidenced facts which relate to the case are stated.

 

These facts and evidence are presented to the Complaints Panel (a sub-committee of the organisation’s Board) along with a recommendation to uphold, partially uphold or not uphold the complaint. No further comment is given nor reference to evidence not in the initial statement or subsequent investigation. The recommendation is made on the balance of probability.

 

Complaints Panel

The Complaints Panel is comprised of Board members who adjudicate on the evidence presented to them and propose any outcome/s to the full Board for agreement. The Board is responsible for making any final decisions. The Panel may request further clarity on specific points in which case the Investigation Lead addresses these with the parties concerned. This may relate to previous investigations or sanctions imposed. Any subsequent appeal will be headed by a director not involved in the Complaints Panel stage.

 

Outcome

The appropriate Board considers the recommendations made by the Complaints Panel.

The Investigation Lead or Executive Officer communicates the outcomes to both parties. If sanctions are imposed or further training is required as a result of upholding recommendations this is addressed prior to communicating with the complainant.