Complaints and appeals
Free of charge.
Scope
This policy covers complaints about DSI’s certification and examination services, and appeals against certification decisions. A complaint is an expression of dissatisfaction with a service, such as the conduct of an examination, proctoring, or administration. An appeal is a request to review a decision, such as an examination result, an eligibility decision, or a malpractice finding.
Dissatisfaction with an examination result alone, without grounds, is not an appeal.
Principles
The process is free of charge. No candidate will be disadvantaged for making a complaint or appeal in good faith. Complaints and appeals are handled by people not involved in the original decision. Records of complaints and appeals are retained and reported to the Certifications Board.
How to raise a complaint
Submit a complaint
Contact DSI at info@datascienceinstitute.net with the details of what happened and when. Complaints are acknowledged in writing within 5 working days.
Review and response
The complaint is reviewed by a member of staff not involved in the matter. A full written response is provided within 30 working days. Where a complaint cannot be resolved in that time, DSI explains why and gives a revised date.
Escalation
If you are not satisfied with the response, you may ask for the complaint to be escalated. Escalated complaints are reviewed by the Chair of the Certifications Board, whose decision concludes the complaints process.
Appeals - grounds
An appeal must be made on one or more of the following grounds:
a procedural error or irregularity in the conduct of the examination or the decision;
an approved reasonable adjustment that was not applied;
extenuating circumstances that could not reasonably have been declared in advance;
a decision not supported by the evidence available.
How to appeal
Appeals must be submitted in writing to info@datascienceinstitute.net within 30 days of the decision being communicated, stating the grounds and enclosing supporting evidence. Appeals are acknowledged in writing within 5 working days.
Review stage
An initial review is carried out by a member of staff not involved in the original decision, who may uphold the appeal, resolve it by agreement, or refer it to the Appeals Panel.
Appeals Panel
The Appeals Panel comprises at least three voting members and is chaired by the Chair of the Certifications Board. No panel member may have taught the appellant or been involved in the decision under appeal. The panel may uphold or dismiss the appeal in whole or in part, and may direct a re-mark, a further examination attempt at no charge, or another proportionate remedy. The panel’s decision is final and is communicated in writing within 20 working days of the hearing.
Where the chair is conflicted under the Impartiality policy, the chair role passes to another member for that decision — the impartiality policy carries this rule.
Records and reporting
DSI records all complaints and appeals, their outcomes and any corrective action. A summary is reported to the Certifications Board at least annually and informs quality assurance of specifications, examinations and delivery.