Policies

Appeals and Feedback

How to give feedback, raise a complaint or appeal an assessment result.

Course Feedback

  1. 1.1

    At the end of every course we ask learners to complete a short feedback form. Trainers review the feedback after each run, and we use it to update course content and delivery.

  2. 1.2

    You can also send feedback at any time to admin@zennminds.com.

Complaints

  1. 2.1

    If you are unhappy with any part of your experience, email admin@zennminds.com with your name, the course and date, and what happened.

  2. 2.2

    We will acknowledge your complaint within 3 working days and aim to give you a full response within 14 working days.

Assessment Appeals

  1. 3.1

    If you disagree with an assessment result, you may appeal in writing within 7 calendar days of receiving it.

  2. 3.2

    State the course, date and assessment, your reasons for appealing, and include any supporting evidence.

  3. 3.3

    An assessor who did not carry out the original assessment will review your appeal. We will tell you the outcome within 14 working days.

  4. 3.4

    If your appeal is upheld, we will reassess you or amend your result at no charge.

  5. 3.5

    If you are not satisfied with the outcome, you may ask for the appeal to be reviewed by the academy's management, whose decision is final.

Records

  1. 4.1

    We keep records of all complaints and appeals and their outcomes, and review them to improve our courses and processes.