■ We aim to ensure a fair and transparent process for accrediting teaching centres that enables an
extension of high quality provision whilst supporting the existing network of ICM centres.
■ Decisions regarding centre accreditation monitored by the Institute's Education Committee.
■ We aim to acknowledge applications for accreditation within two working weeks of receipt and
advise when the Education Committee will meet next to consider applications.
Unit and qualification development
■ We aim to develop units which are QCF accredited, fit for purpose and appropriately assessed.
■ We review units and qualifications on an ongoing basis.
■ We encourage all users to contribute to the unit and qualification development process.
Both in setting of rules of combination of qualifications, and in its processes and arrangements for assessment and awarding, the Institute of Credit Management:
■ Ensures access and equality of opportunity while safeguarding the integrity of the qualifications.
■ Will not create unnecessary barriers to achievement.
■ Guarantees fair assessment for all candidates, including those with particular assessment
■ Takes account of current legislation in relation to equality of opportunity.
We aim to meet learner's reasonable needs:
■ We will ensure that all reasonable steps are taken to enable candidates with permanent or
temporary disabilities to fulfil the assessment requirements.
Details of special arrangements are published in Arrangements for candidates with particular
examination requirements .
■ We aim to act fairly and impartially by providing assessment that is appropriate, covers the
assessment criteria and by marking assessments in a standardised way.
■ We monitor the quality of provision at assessment centres and encourage good practice.
■ The ICM follows nationally recognised conditions established by the qualifications regulatory
authorities to ensure that its qualifications are professionally and efficiently administered.
■ We aim to communicate effectively providing:
i) full course information including a price list and study options.
ii) clear and simple forms and guidance.
iii) adequate notification of any changes to syllabus.
■ We aim to respond to telephone, fax and email enquiries within two working days.
■ We will keep tutors informed with free teaching materials and opportunities to attend training
■ We record and report to Education Committee feedback from learners and teaching centres,
keeping customers informed of any resultant improvements made to service.
■ The ICM offers assessment in January, June and October and notifies dates in the Study Update
and on the ICM website.
■ We issue a reminder to centres about learner registration deadline dates in September and
February. Learners must be registered with the ICM before 6 October for January assessment entry
and 22 March for the June assessment entry and 1 September for October assessment entry.
Registration lasts for a year.
■ We aim to notify centres and learners of assessment results within 12 weeks of the Assessments.
■ We aim to make available structured and appropriate assessment feedback within 16 weeks of an
■ We will provide appropriate support and guidance for tutors when we introduce assessments which
involve new techniques and approaches.
■ If there is a reasonable demand to do so, we will provide opportunities for teachers to meet and
discuss an assessment.
■ We monitor the quality of provision of accredited learning providers and assessment centres twice a
year and encourage good practice by providing feedback on performance and support when
Quality of Service
■ We support recruitment and retention at teaching centres with a free and personalised marketing
service that includes:
(i) the supply of free marketing leaflets and posters
(ii) publicity of provision on the ICM website and in the learner information packs supplied by the
(iii) the supply of editorial copy and adverts (iv) mailings to members and registered learners to
promote ICM courses
(v) presentations at learner evenings.
■ We maintain a register of qualified credit managers who have attended a basic teaching course to
help source specialist teaching staff.
■ We minimise bureaucracy to learning providers by requiring candidates to register directly with the
ICM for assessments.
■ We aim to keep costs to the learner to a minimum and provide good value for money. We review
fees annually and notify learners are notified of the fee structure on application or renewal of
■ Learners will receive certificates for any units and qualifications completed successfully. We issue
certificates within four weeks of the publication of the results.
■ We aim, at all times, to be courteous and professional.
■ We take responsibility for our service. This code of practice is published in the Study Guide, the
Results enquiry and Customer service for learning providers.
■ We treat all complaints seriously, whether they are made by telephone, by letter or by email.
■ We deal with all complainants courteously and fairly, regardless of colour, race, nationality, ethnic or
national origin, religion, belief, class, sex, age, marital status or disability.
■ We will handle complaints in confidence within the organisation with permission sought to pursue
a complaint further with an accredited learning provider.
■ We will endeavour to:
- respond to complaints within 5 working days
- notify the outcome of result enquiries within 30 days of receipt
- notify the outcome of an appeal within 10 weeks of the appeal being received.
■ We monitor our performance and measure to what extent we meet the commitments outlined in this
Code of practice, reporting annually to the Chair of the Institute's Education Committee.
■ We have standard arrangements for the submission of enquiries about results or appeals against
decisions. There is a charge for this enquiry service.
■ We maintain a database of complaints and develop corrective action procedures to prevent
■ We provide information to our customers about the improvements we have made as a result of their
feedback, to ensure that our service remains appropriate to their needs.
■ We publish information on the numbers and categories of complaints we receive and the
percentage of complaints.
■ We promise that any instances of alleged or suspected malpractice will be investigated.
■ In cases of malpractice, action will be taken, with respect to the candidates and centres concerned,
as is necessary to maintain the integrity of the assessment.
■ The ICM has the right to impose special conditions on the future involvement of a teacher in the
conduct, supervision or administration of its assessment and to refuse to accept assessment entries
from either an individual or a centre where malpractice is established. The qualifications regulators
and other awarding bodies will be informed when such special conditions are imposed.