Complaints, Concerns, Appeals and Resolution Procedures

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Enact Music provides vocal and instrumental tuition agency services, teacher-training and qualification programmes, mentoring, assessment, continuing professional development, workshops and related services.

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We aim to provide high-quality, fair and professional services. We recognise, however, that concerns may sometimes arise. To make it easier to identify the correct process, we provide separate policies and procedures according to the service involved and the nature of the concern.

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Please select the policy or procedure that best applies to your situation.

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Complaints Policy and Procedure for Vocal and Instrumental Music Tuition Services

​​For learners, parents and carers who wish to raise a concern or complaint about Enact Music’s tuition agency services, including lesson introductions and arrangements, administration, communication, bookings, payment administration, premises, service standards or the way a concern has been handled.

This procedure applies to services and responsibilities undertaken by Enact Music. Where a concern relates directly to tuition delivered by an independent tutor, Enact Music may receive the concern, help communicate it to the tutor and consider any matter falling within Enact Music’s own agency, safeguarding or contractual responsibilities. The independent tutor remains responsible for addressing complaints concerning the tuition services they personally provide.

 

Complaints Policy and Procedure for Teacher-Training Courses and Professional Development

For applicants and participants who wish to raise a concern or complaint about Enact Music’s teacher-training courses, qualification programmes, mentoring, continuing professional development, workshops or related educational services. This may include concerns about administration, access to learning materials, teaching or mentoring support, communication, service delivery, fees, accessibility or the conduct of staff, mentors or contractors. This procedure does not cover appeals against assessment decisions or allegations of malpractice or maladministration, which are considered under separate procedures.

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Tutor and Contractor Concerns and Resolution Procedure

For self-employed tutors, mentors, assessors, internal quality assurers, consultants and other independent contractors who wish to raise a concern relating to their professional relationship with Enact Music.

This procedure may be used for concerns about communication, administration, bookings, payments, contractual arrangements, working relationships or the application of Enact Music procedures.

As tutors and contractors are self-employed, this is a concerns and resolution procedure rather than an employee grievance procedure.

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Malpractice and Maladministration Policy and Procedure

For reporting suspected malpractice or maladministration connected with Enact Music’s vocal and instrumental tuition services, teacher-training and qualification programmes, mentoring, assessment, internal quality assurance, candidate registration, certification or related administrative activities.

This policy applies where conduct, errors or procedural failures may compromise learner safety, service integrity, assessment fairness, qualification standards or the proper administration of Enact Music’s provision. 

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Assessment Appeals Procedure for Teacher-Training Courses

For participants who wish to challenge an assessment decision made by Enact Music in relation to a teacher-training or qualification programme for which Enact Music is responsible for assessment or internal quality assurance. An appeal concerns whether an assessment decision or assessment process was properly applied. It is not a route for submitting a general complaint about teaching, administration or course delivery. Where an assessment decision is made by an external awarding or validating organisation, the appeal may need to be submitted through that organisation’s own procedure.

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Choosing the correct procedure

A complaint normally concerns the quality, administration or delivery of a service. More than one procedure may be relevant in some circumstances. Where this happens, Enact Music will explain which procedure will be followed and whether any part of the matter needs to be considered separately.

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Contacting Enact Music

If you are unsure which policy or procedure applies, please contact us before submitting your concern.

Contact: Dr Lilian Simones, Director
Email: liliansimones@en-actmusic.com

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Please include a brief description of the matter and the service, course or professional relationship involved. We will direct you to the appropriate procedure.

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Some matters, including safeguarding concerns, data-protection requests, assessment appeals and allegations of malpractice or maladministration, are subject to separate procedures and may not be considered under the general complaints process.