Mission Statement
Crossfields Institute aims are to:
- Advance, promote and develop education, training and research inspired by holistic and integrative approaches to education.
- Develop and/or provide for qualifications and awards relating to such education, training and research.
- Support learning and widen opportunity by recognising achievement through credit based courses and qualifications.
Quality of Service
Crossfields Institute is committed to providing a high quality, responsive, efficient and transparent service to its centres and learners. The services related to qualifications are delivered by Crossfields Institute working in conjunction with Approved Centres.
All learners have the right to receive programme and unit content that is relevant and continually revised and have access to a wide range of contemporary resources. Crossfields Institute is constantly reviewing and updating programme content to ensure its continuing relevance and fitness for purpose for all learners. We uphold the values and practices of constructive feedback, self-evaluation, peer review and ethical professional conduct. This applies to all aspects of academic work, including curriculum design and delivery.
We commit to
- Responding promptly to customer enquiries via telephone and e-mail
- Providing accurate and up to date information on the units and qualifications we offer
- Providing guidance and support for centres and learners
- Providing comprehensive information about our fees for units and qualifications
- Providing comprehensive information about our policies and procedures
- Responding to customer enquiries
By telephone
All telephone enquiries should be directed to Crossfields Institute’s head office on + 44 (0) 1453 808 118.
The telephone will be answered in person during office hours from 9.00 am to 5.00 pm, Monday to Friday. When the telephone is busy, or outside of office hours, callers should leave a message on the answering service, leaving a clear statement of name (spelling any unfamiliar words), telephone number, the time of calling and a short statement of the enquiry. Crossfields Institute personnel will endeavour to return any call made while either busy or outside office hours by the end of business of the day on which the call was received. Some calls may not be returnable within this time period and Crossfields Institute will keep trying during office hours until a successful result is achieved.
By e-mail
E-mail enquiries should be directed to our central address at info@crossfieldsinstitute.com. We will acknowledge all e-mails on the same working day as they are sent and endeavour to respond to them within 48 hours. Where this is not possible (for example with a particular technical enquiry or an enquiry directed to a member of staff who is away), we will let you know what the timescale will be for a response within 48 hours of receipt.
We will respond to
Feedback from our customers. If you have any comments about our service, or a complaint, we would like to know. Please contact our head office by calling + 44 (0) 1453 808 118 or emailing info@crossfieldsinstitute.com.
Complaints
An acknowledgement will be made within two working days of receipt and a response detailing the resolution, or outlining a course of action, will be given within 15 working days.
Details of appeals and complaints concerning Crossfields Institute Qualifications and units of Crossfields Institute Qualifications can be found on the Resources page.
Registration
Registration Forms must be completed for Registration. Entries sent without fees will not be processed until such fees have been received in full. Registration fees are not refundable.
Registration Forms should be sent to the Crossfields Institute centre running the programme for which you are applying. If in doubt please call + 44 (0) 1453 808 118 or email info@crossfieldsinstitute.com and we will provide information on where to send your registration form.
Certification
If any of the candidate information contained on either the certificate is incorrect (name, grade, date, month, year), then candidates or teachers should return the certificate to head office with a Replacement Certificate Form. Please use the Replacement Certificate Form and refer to the Replacement Certificate Procedure available on the Crossfields Institute website Resources page.
Amended copies of certificates will be despatched to customers within five working days of receipt.
Crossfields Institute cannot send out amended or replacement certificates in response to either faxed or telephoned requests.
Appeals
If a candidate wishes to make a complaint or appeal against any aspect of the assessment process they may do so in writing to:
Crossfields Institute, Painswick Inn, Gloucester St, Stroud, Gloucestershire, GL5 1QG, United Kingdom
Or via e-mail to: info@crossfieldsinstitute.com
Appeals should be clearly marked. Appeals by learners will be considered if they concern:
- Appeals in respect of errors in procedure.
- Appeals in respect of errors in matching comments to marks awarded.
- Appeals against Crossfields Institute decisions on reasonable adjustments or special considerations requests.
All appeals are acknowledged by Crossfields Institute staff within three working days of receipt of a written appeal. A final decision on an appeal will normally be sent to the candidate within four working weeks from the date when the appeal letter is received from the candidate. If for any reason this timescale cannot be met we will inform you of the likely timescale as soon as possible.
Malpractice
Malpractice is defined as any activity or practice that deliberately contravenes regulations and compromises the integrity of the assessment process and/or the validity of certificates.
Anybody who identifies or is made aware of suspected or actual cases of malpractice at any time must immediately report their findings to Crossfields Institute by post, telephone or e-mail. The Director will acknowledge receipt of the report within five working days. The timescales for malpractice will vary according to the type and nature of malpractice that is being investigated, however those involved will be kept informed of the timescales and decisions. For further information refer to Malpractice Policy on the Resources page.
Use of Welsh and/or Gaelige
Currently, Crossfields Institute provides its qualifications and assessment materials in English to centres in England, Wales and Northern Ireland. If a centre requests external assessment in Welsh or Irish, Crossfields Institute will review the business case and if it is reasonable to do so will:
- Translate the assessment and into Welsh or Irish (Gaelige) by a professional translation agency, which can currently take up to 4 months
- Ensure the assessment produced by the candidate is translated into English by a professional translation agency for marking purposes
