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Appeals and Complaints Procedure

​This document outlines the process that should be followed by learners, tutors, assessors, coaches or employers who are involved with training and/or qualifications offered by Square Mile Leadership.


All appeals and complaints should be made in writing to Square Mile Leadership, Suite 45, Wenta Business Centre, 1 Electric Avenue, Enfield, EN3 7XU. Square Mile Leadership will also give the opportunity for appeals or complaints to be made in person if required.


The appeals process is not a method of circumventing or setting aside the professional judgement of assessors on the performance of learners; it is a way of ensuring that, as far as possible, all relevant circumstances affecting learner’s performance are brought to light and taken into account BEFORE a final decision is taken. Consequently, if an appeal is successful, the decision reached will normally be in accordance with the regulations set out by the ILM, the awarding organisation (Addresses below)


Learners could complain to the centre about the following areas:

  • information, advice and guidance provided by Square Mile Leadership

  • access to assessment

  • process of assessment

  • access to internal verification

  • the handling of an appeal

  • administrative issues, e.g. failure to register/apply for certification.

  • assessors/trainers/coaches

Assessors/trainers and SML Coaches could complain to the centre about the following areas:

  • access to support and guidance

  • access to internal verification

  • administrative issues

  • insufficient time to undertake the function

  • employers / partners

Employers could complain to the centre about the following areas:

  • information, advice and guidance provided by Square Mile Leadership

  • access to assessment

  • administrative issues

  • assessment issues


Where an appeal/complaint is to be made about the quality of service, this should be lodged initially with one of the Support Team: your SML Coach, Head of Learning or Stuart Forster, the Client Services Manager


The Client Services Manager will:

  • acknowledge any complaint within 24 hours with a full response within three working days

  • attempt to find a solution with the learner, assessor/trainer/coach and internal verifier, for example through another assessment or re-consideration of the evidence/work

Where this does not resolve the situation, the Client Services Manager will:

  • set a date for the appeal/complaint to be considered by an appeals panel

  • notify the EQA that an appeal/complaint has been lodged and give details of how it will be heard, including the composition of the appeals panel


The appeals panel will meet to consider the appeal within 20 working days of the Client Services Manager receiving the initial appeal.


The appeals panel will be constituted so as to be objective and independent:

  • the panel will ensure that it has full accounts from all parties involved in the assessment

  • no one involved in the original assessment will be on the panel


You can also escalate any complaints with the Director of Square Mile Leadership at


Appeals can be made directly to the awarding organisation (see below)

The Institute of Leadership & Management (ILM) No 1 Newlands Court,

Attwood Road, Burntwood, WS7 3GF

Alternatively, you can contact:

The Education & Skills Funding Agency through the Apprenticeship Helpline on 0800 015 0400 or 0247 682 6482, or by email at 

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