Policy
Complaints & Appeals Policy
This page carries the controlled version of the policy. Superseded versions are archived and available on request.
Purpose and scope
This policy sets out how BIWD applies “complaints & appeals policy” across its assessment, education, preparation, administration, and support services. It applies to candidates, their families and sponsors, staff, faculty, visitors, and every partner organisation acting under a BIWD agreement.
Our commitments
- We publish the rules before they are applied, and we apply them the same way to every person.
- We record decisions with the name of the officer who made them and the reason given.
- We keep evidence for the period stated in the retention schedule, and no longer.
- We separate the roles that must not be held by the same person on the same record.
- We answer challenges within the published response times, in writing.
What this policy does not do
Nothing in this policy creates an entitlement to employment, employer selection, a visa, medical fitness, a statutory document, or deployment. Where a decision belongs to a regulator, an authorised institution, an employer, or a licensed recruitment agency, this policy governs only BIWD’s own conduct and record-keeping.
Raising a concern
Write to admission@biwd.org or use the complaints route in the candidate portal. Every item is logged with a response deadline; formal complaints are answered within fifteen working days.