Support Policy

Policy Statement

It is the aim of Up Level Ltd to provide access to this policy to all candidates during their assessment. Support for candidates can be provided and reasonable adjustments made to encourage and enable all candidates to progress towards the successful achievement of their goal.

First point of contact

If you would like any help with any part of the assessment process, the first point of contact should be either Up Level administrator or your assessor (you will receive your assessor’s contact number once you have enrolled for the course with Up Level Ltd).

Our office contact number: 0333 050 9007

Once you are registered with our centre, your assessor must keep in touch with you on a regular basis (a minimum once every 3 months) to check up on your circumstances and help you in any way possible to continue with your assessment progress.

Support provided

This support can be in the form of:

1. •
   Information, guidance and advice
2. •
   Assistance in assessment discussions
3. •
   Course resources
4. •
   Support to boost confidence and morale
5. •
   Consultation

Information and Guidance

Free information and guidance is available to potential and existing candidates regarding learning opportunities, choices and support via:

1. •
   Member of staff or management
2. •
   Up Level Ltd website
3. •
   Course information sheets
4. •
   1:1 interviews
5. •
   Initial screening
6. •
   Learner handbook
7. •
   Awarding Body’s website specifications documentation

Assistance and Support

For all candidates requiring assistance and support, we can provide you with the following:

1. •
   Help with IT. If you are not able to complete registration through the use of IT (i.e. our website), your assessor will help you to complete the registration during on-site visit.
2. •
   No homework option. If you are not able to complete knowledge assessment criteria documentation or suffer from learning difficulties (e.g. dyslexia), Up Level can provide you with a no homework option^[1].
3. •
   If you are unable to get in touch with your assessor, please contact a member of our admin team on the following number - 0333 050 9007. They will be able to assist you in any situation.
4. •
   If you are suffering from mental health issues and feel like this may have an impact on your assessment, please inform your assessor or admin. We understand everyone can face personal issues at any time and we are here to help you during your assessment course.

Financial assistance

Up Level is committed to making our qualifications accessible. We offer flexible monthly payment plans to help you manage the cost of your assessment, with terms that vary depending on your chosen qualification level and payment method.

1. Payment by Card (Structured Monthly Instalments)

For your convenience, we offer extended monthly instalment plans when paying by debit/credit card:

1. •
   Level 2 & 3 Qualifications: Up to 6 monthly instalments.
2. •
   Level 4, 6 & 7 Qualifications: Up to 12 monthly instalments.

The total fee will be split into equal monthly payments. The first instalment is required to secure your booking and begin the enrolment process. Subsequent card payments will be collected automatically on a monthly schedule until the balance is cleared.

2. Payment by Bank Transfer (Two-Stage Payment)

For payments made via bank transfer, we offer a simplified two-stage payment plan:

1. •
   First Instalment: Due upon booking to secure your place and initiate the enrolment process.
2. •
   Second (Final) Instalment: Due upon completion of your assessment portfolio.

Please note: Your certificate cannot be issued until the final balance has been cleared in full.

3. General Terms

1. •
   Commitment: Your first payment signifies your commitment to begin the assessment process and secures your place with the Awarding Body.
2. •
   Certificate Release: We will release your certificate immediately upon receipt of the final payment.
3. •
   Custom Arrangements: The plans above are our standard offers. If you require a different structure due to individual circumstances, please contact our admin team to discuss a potential tailored solution.