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Appeals and complaints

If you wish to make an appeal or complaint, please follow the guidance outlined below.

Appeals and complaints have separate processes, so ensure you are clear on which you would like to submit. You can find more information below explaining what is considered an appeal and what is considered a complaint. 

If you require further clarification on an application outcome, assessment feedback or the calculation of a final grant amount, this is not the correct process to follow. Instead, please email your query to us.

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Appeals

The Turing Scheme Delivery Partner defines an appeal as a request for a review of a decision taken by the Delivery Partner which you feel has not followed published procedures, for example on the eligibility of an application or the calculation of a final grant amount. The individual submitting the appeal is required to be specific about which published procedure they feel the Delivery Partner has not followed.

Applicants may only appeal once per application or project at each stage of the process, for example once at application and once at final report stage. The appeal must be made using the appeals form and within 10 calendar days of the decision being communicated.

Upon receipt the appeal is logged and assigned for investigation and response by the Delivery Partner. To ensure objectivity, the person(s) investigating the appeal is always from a different team to the one that made the original decision. The Delivery Partner then aims to send a full and final response to each appeal within 10 working days.

If the appeal is upheld, corrective action is taken, which may include the original decision being overturned.

In cases where the individual submitting the appeal is unhappy with the Delivery Partner’s initial response, the Delivery Partner will escalate the appeal internally (via the British Council for higher education or schools appeals or Ecorys for further education and vocational education and training appeals). The final escalation route is to the Department for Education.

Complaints

The Delivery Partner defines a complaint as dissatisfaction with the service provided by the Delivery Partner or by beneficiary organisations that are in receipt of Turing Scheme funding. Complaints can be made by Turing Scheme applicants, funded organisations, participants and from members of the public who have interacted with us.

Complaints can be submitted to the Delivery Partner at any time and relate to any stage of an application or project lifecycle.

Those wishing to make a formal complaint are required to complete a complaints form, where the nature of the complaint can be outlined. Once the complaint form has been received it is logged and assigned for investigation and response by Delivery Partner staff.

The Delivery Partner then aims to provide a full and final response to the complaint within 10 working days.

In cases where the complainant is unhappy with the Delivery Partner’s initial response, the Delivery Partner will escalate the complaint internally (via the British Council for higher education and schools complaints or Ecorys for further education and vocational education and training complaints). The final escalation route is to the Department for Education.

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