Terms & Conditions

Terms & Conditions

Candidate Complaints & Appeals Policy


Each complaint or appeal will be dealt with directly by Aqua Training Academy on an individual basis, any complaints/appeals received by the tutor need to be forwarded onto ATA within 24 hours.


Should any of the candidates have a complaint about any of the courses/workshops they should in the first instance bring this to the attention of the course tutor and if they cannot resolve the problem contact Aqua Training Academy within 24 hours.


Tutors will be required to put in writing their response to the complaint/appeal before Aqua Training Academy involves the IQA / EQA to make a final decision.  Each case will be dealt with promptly and efficiently and objectively.



Stages of Appeal for assessment

Stage 1 – The learner appeals to the Assessor (if unresolved)

Stage 2 – The learner appeals to the IQA (if unresolved)

Stage 3 – The learner appeals to the centre, the centre will organise an assessment panel to review the case, the learner with support, the assessor, the IQA and an independent assessor and IQA will make up the panel. (If unresolved)

Stage 4 – The learner appeals to the EQA and awarding organisation who will organise their own panel of experts and review.


Required standards not met Practical

Refer back to Aqua Training Academy

Required standards not met Theory

Refer back to Aqua Training Academy


Malpractice and Maladministration Procedure

Aqua Training Academy will investigate instances of alleged or suspected malpractice or maladministration and will take appropriate action where required to maintain the integrity of units and qualifications.

Malpractice is defined as any deliberate activity, neglect, default or other practice that compromises the integrity of the assessment process, and/or the validity of certificates.

Maladministration is any activity, neglect, default or other practice that results in Aqua Training Academy not complying with the specified requirements for delivery of units and qualifications.

Should an alleged malpractice/maladministration arise on the part of the learners, centre staff, or others involved in providing a YMCA Awards qualification, Aqua Training Academy will:

  1. Report immediately to YMCA awards any suspected case of malpractice / maladministration arising after learners have been registered.
  2. Investigate and record full details of the nature of the suspected malpractice/maladministration issue, including personnel involved and any action taken.


Examples of learner misconduct could include:

Non-compliance in observing the mandatory rules of conduct during an assessment

Replication of another learner’s work in either the practical, theoretical or portfolio aspect of assessment


Misconduct procedure for learners

Where an issue of misconduct occurs and is discovered or reported the following action will be taken:

The Invigilator is empowered to expel a learner from the assessment room

The expelled learner’s assessment paper will be securely retained and a report filed to Aqua Training Academy

The report and assessment record will be available for submission to YMCA Awards and the regulatory authority (Ofqual) upon request.

If any of the rules of external assessment are deemed to have been broken by a learner, invigilator or other person involved in the assessment process, then Aqua Training Academy and YMCA Awards may declare the assessment void.


Learner Complaints Procedure

Aqua Training Academy provides a formal route for learners wishing to complain about its services.

All complaints will be treated seriously and confidentially. Please note that in order to properly investigate your complaint it may be necessary to disclose limited, relevant information, to third parties in the form of personal data i.e. information from which you can be identified. Information about a complaint will only be given to people directly and everyone involved will be advised of the need for confidentiality.

A complaint or dissatisfaction with our service can be brought to the attention of Quality Assurance Manager in writing our address is:

Aqua Training Academy, 4 Howards Lane, Addlestone, Surrey KT15 1ET

We will ensure acknowledgement of your complaint is made in writing within 48 hours, giving an indication of our proposed action. A considered response would then normally be made within 10 working days. You should include:

A clear explanation of the nature of your complaint or query

  • Your full name and contact details
  • Copies of any supporting documentation

Our procedure covers all complaints about course delivery and administration, administrative support, quality assurance services, supporting resources including any allegations of discrimination or harassment and wherever possible we hope to satisfactorily resolve your complaint.

If, following our full response, you feel that your complaint has not been adequately addressed then you have the right to appeal in writing to the Director of Aqua Training Academy at the above address setting out the reasons for your continued dissatisfaction. The director will respond with a final decision concluding the matter.

If you have exhausted Aqua Training Academy complaints procedure and your complaint has not been adequately addressed you have the right to forward it to YMCA Awards.

Please provide full details of the complaint and action taken so far to the following address:

Customer Service Manager                                                                                          YMCA Awards,                                                                                                                         112 Great Russell Street                                                                                               London                                                                                                                            WC1B 3NQ

YMCA Awards will confirm receipt of the complaint within 48 hours. A considered response will be given within 14 days.

If YMCA Awards are unable to resolve the complaint it will be referred to the Chair of the Independent Committee for final investigation and resolution.




Transfer to a future event within 6 months from the original date is permitted if the transfer request is made in writing at least 7 days prior to the event date.  A transfer fee of £20 is required when an alternative course is selected.

Non Attendance – students who do not attend and do not notify us that they will not be attending due to illness or personal reasons will not be entitled to a refund or transferral to another course.

Certification materials are non-refundable.

Aqua Training Academy reserves the right to cancel a course – in such cases a full refund will be made


Shopping on this website


DELIVERY: Orders will be dispatched within 3 working days and are sent via First Class Royal Mail.

PRICING DISCLAIMER: The prices listed on this Web site are updated daily and are subject to change without notice.


£1.40 per CD


AVAILABILITY: Please note that all products on this website are available to us at time of update unless stated otherwise. Our website is updated daily. If a product is not in stock or not available for any reason we will contact you.


PAYMENT TERMS: Payment is accepted by online transactions through our website via Paypal. Your order will be processed during normal office hours: Monday to Friday 9am till 5pm. If you wish to place and pay for an order by other means please contact us directly admin@aqua-training-acadmey.co.uk with the details. When paying by credit or debit card, the ‘billing address’ information on your order must be the same as your credit card billing information. If this information does not agree completely, we will need to confirm with the billing contact.


Delivery Discrepancies – Aqua Training Academy must be notified of all delivery discrepancies within 7 days of receipt of order.


Damaged Goods – All deliveries received in a damaged condition be must notified to Aqua Training Academy within 3 days of receipt of goods. Otherwise a replacement cannot be made.


Goods not received – Aqua Training Academy must be notified in writing of non-receipt of packages within 28 days of despatch.


RETURNS & EXCHANGE POLICY: If you are not satisfied with your goods for any reason please return them within 7 days of delivery for replacement or refund. Returns must be in original condition and packaging stating reason for return. Goods may not be returned after 7 days unless proved to be faulty. The purchase price of products returned in original condition will be refunded via the same method of payment as selected on your order. Shipping and handling charges are not refundable except in the case where goods are proven to be faulty. In the case where goods are replaced more than once the customer may be liable for the shipping costs but will be notified in this instance.


BACK ORDERS: If your item is not in stock then we will email you right away. We will inform you of expected date of delivery and reason for delay. You will always have the option to cancel your order if you would rather not wait.


CANCELLATIONS: You may cancel your product order for any reason at any time prior to shipment. Once your order ships, it is subject to the Return Policy. (Please see “Transfers” and “Non-Attendance” regarding course bookings which are non-cancellable).


LEGAL STATEMENT: By placing your order, you agree to all the policies, terms, and conditions published throughout this website.

‘Your statutory rights are not affected’


CUSTOMER SUPPORT, SERVICE & COMPLAINTS: Aqua Training Academy aim to provide customers with the highest standard of service possible and will deal with any queries or complaints in the fairest manner at all times whilst observing customer confidentiality. We will handle all queries and complaints within 7 days of notification. Further information on complaints procedure for courses see the Candidates Complaints and Appeals Policy above.