Centres

All colleges and training providers approved to offer an AAT qualification must meet certain standards of provision as set out by the government. To ensure that standards are maintained, we regularly carry out quality assurance checks, so that if there are any problems they can be quickly spotted and addressed and that good practice is recognised.

The quality assurance programme is something we take very seriously and while we endeavour to ensure that all centres meet high standards, occasionally students may feel that they are not receiving the level of training or support they would have expected. If this happens, you should in the first instance raise the matter with your college. If you feel you need further advice then please contact the AAT's Student Services team on +44 (0) 20 7415 7644 and we will do all that we can to ensure that the matter is rectified.

For more information about the college quality assurance programme or the complaints procedure, select from the options on the left.

Student complaints and appeals

1. Complaints about approved assessment centres (AACs)

1.1 The AAT established a quality assurance system for its qualifications. This quality assurance system includes procedures for the approval and monitoring of centres. As part of this process the AAT is concerned about the effectiveness of centres and students subsequent performance, and is interested in the feedback received from employers on their trainees.

1.2 However, queries/complaints on the service provided by AACs, or on the outcome of skills tests should be addressed in the first instance to the AAC involved using the centre's complaints procedure. Complaints that cannot be resolved locally may then be referred to the AAT for adjudication.

1.3 Those complaints that could not be resolved through the AACs complaints procedure and have been referred to the AAT will be investigated as follows:

(a) It is important that the centre concerned has the opportunity to respond to any complaints made to the AAT. The Student Service section will therefore write to the Principal/MD of the centre concerned asking for comments. A copy of the letter of complaint received by the AAT will be sent to the Principal/MD. The AAT will not respond to anonymous letters.

(b) The Student Services section considers the response from the centre. If considered necessary by the Quality Assurance section further investigations may be made. The Quality Assurance section is responsible for centres.

The author of the original letter, whether it is from a student or an employer, is informed of the centre's response to the complaint(s) raised.

(c) If the AAT does not hear further from the student or employer concerned, once he/she has had the opportunity to consider the centre's response, the AAT will consider the matter closed.

All AACs are subject to the AAT's external verification procedure which includes external verification visits. A centre can be visited in response to complaints received in addition to regular external verification visits.

AAT procedures for student complaints/appeal

For student complaints/queries about:

- The service provided by centres

- Skills test(s) outcomes