STEPS INSTITUTION provides a high-quality training solution. However, we recognize that problems, disagreements and disputes can occur.  In order to ensure that these events are resolved promptly STEPS INSTITUTION have the following appeals policy in place.

All learners will be made aware of the STEPS INSTITUTION appeals procedure at the start of their course or qualification.

Appeals Procedure

The following sets out the appeals procedure for Al-Zahra Education Ltd t/a Steps Institution.  This procedure covers the process of raising appeals against an academic decision that has been made.  Should a learner feel that the proper process has not been followed or that the academic decision was not made in accordance with the regulations of the program of learning then they may appeal to the Director via one of the following methods:

Call: 020 8262 3929


Write to:  Steps Institution, 246-250 Romford road. E7 9HZ

Examples of areas where an appeal may be raised are as follows:

  • If the learner believes that Steps Institution has not applied our procedures consistently or that procedures were not followed properly, consistently and fairly;
  • If the learner is not satisfied with the conduct of the assessment and believes it disadvantaged them; and
  • If the learner feels that the premises/environment for assessment has disadvantaged them.

(Should a learner wish to appeal against a decision made after a complaint has been investigated then please refer to our Complaints Procedure).

When you contact us, please give us your full name, and contact details, and include a daytime telephone number along with:

  • A full description of your appeal (including the subject matter and dates and times if known);
  • Any names of the people you have dealt with so far;
  • Copies of any papers or letters to do with the appeal; and
  • Any other factors for consideration such as any extenuating circumstances that the learner either did not address at the time or believes that were raised but were not taken into consideration when the decision was made.

Appeals will be investigated, and a review panel may be formed in order to reach a decision. We aim to investigate and respond to appeals within 2-4 weeks’ time.

This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal appeals procedure then please contact the Awarding Organization directly.

Should you address your appeal to the awarding organisation and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator.  A representative of Steps Institution will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

If you have any queries about the contents of this policy, please contact the Director directly on 020 8262 3929 or email

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