If you’re not satisfied with the outcome of your complaint, you have the right to appeal our decision.
Appeals must be requested in writing and should be submitted to the member of DofE staff who dealt with your complaint. Appeals must be made within 28 days of the outcome of your complaint; the deadline may be extended only in special circumstances at the discretion of the DofE.
We’ll respond to your appeal request within 14 days. In complex situations the timescale may be extended at the discretion of the DofE – you’ll be informed if this is the case.
The Director of Quality and Compliance, or a nominated appropriate senior staff member, will decide whether an appeal is appropriate.
The only reasons for which an appeal will be granted are:
– New information or evidence is brought forward which may change the outcome of the complaint
– Our policy or complaint process has not been followed
If an appeal request is accepted, we will:
– Appoint an appeal investigator or appeal panel
– Review the new evidence that has been submitted and the original complaint
– Write a report showing the findings of the review, and any recommendations on either keeping the original outcome of the complaint or amending it
– Inform all parties involved of the outcome of the appeal
The outcome of the appeal is final and marks the end of the appeal process.