WSET Terms & Conditions
Complaints & Appeals Statement
One Foot in the Grapes (OFITG) is committed to making your experience as good as possible. However, if you have a complaint, then OFITG aims to listen and respond to you quickly, as set out below.
We welcome your feedback and will always strive to listen and improve our service accordingly.
If you register a formal complaint through our complaints procedure, we will aim to deal with it properly and promptly. We will acknowledge receipt of the complaint within two working days and resolve it within 20 days of receipt of the complaint.
If the complaint is complex, and likely to take longer than 20 days to resolve, then OFITG will notify you, outlining the reasons, and with a new expected date / outcome.
We will deal sensitively with all complaints and will treat you with courtesy. We expect the same in return, to resolve the complaint smoothly and professionally. OFITG will keep a record of the complaint for two years.
- Your complaint should be in writing to One Foot in the Grapes, Flat 1, 14 Victoria Road, Waterloo, Merseyside, L22 1RP – or by email to email@example.com
- Please include the details of the complaint in as much detail as possible, including dates and any evidence you may have to illustrate your dissatisfaction.
- Include your contact details – address, email and telephone number
- OFITG will acknowledge receipt of your complaint within two days. We will aim to have a response to you within 20 working days from the date of receipt of the complaint.
If the complaint is complex, and likely to take longer to resolve, then OFITG will notify you, outlining the reasons, and with a new expected date / outcome.
If you are not satisfied with the response, you may file an appeal in writing to OFITG. If you are still not satisfied with the response, an appeal can be lodged with the WSET APP Administration team, via an address supplied by OFITG.
Conflicts of Interest
To retain and safeguard the integrity of the WSET training and qualifications, One Foot in the Grapes will be alert to any conflicts of interest in the delivery of wine education courses.
OFITG will ensure there is no conflict of interest in delivering courses in reference to assessment of candidates, training of candidates and exam invigilation.
A conflict of interest indicates that an individual (OFITG) – or an additional trainer within the OFITG APP – could have interests or loyalties which could affect their judgment when training individuals for wine and spirits qualifications.
Conflicts of interest could occur via relationships with the student and educator; the student and site owner; the student and the invigilator. OFITG will consider all dynamics in those and similar examples.
If OFITG believes there is a conflict of interest, it will refer to WSET Awards for advice.
The UK’s Data Protection Act 2018 controls how your personal information is used by organisations, businesses or the government.
One Foot in the Grapes recognises the need for protection and management of your personal information.
That personal information is details which are used to identify or contact an individual, such as a name, address, telephone, email address, etc.
We will collect your personal data purely for use to allow us to deliver your wine qualifications in a transparent and professional way.
We will ask for your contact details to share training materials with you; to organise examinations; to update WSET Awards for relevant details on any final relevant certificates.
We will use your details to update communications for training purposes and will not share these details with other students on a course, unless you give permission to do so.
All personal details are kept strictly confidential and are not shared with any other third party.
Your personal details will be removed from OFITG database two years after your training course ends.
Within that time, we may contact you with news of other training courses or OFITG events.
At any point you can request to know your details which OFITG has on record or ask for removal of those details from our records.
You can contact One Foot in the Grapes, Flat 1, 14 Victoria Road, Waterloo, Merseyside, L22 1RP or email firstname.lastname@example.org
Diversity & Equality
One Foot in the Grapes welcomes applications from all potential students over the age of 18. OFITG will treat all students equally, regardless of their race, age, gender, sexuality, disability, religious belief, culture or any other characteristic that might be discriminated against.
Reasonable adjustments may be needed to minimise the effects of a disability or difficulty which could impact on a student, placing them at a substantial disadvantage.
One Foot in the Grapes will assess all candidates in a way that puts them at no disadvantage, or advantage, over other candidates. OFITG will aim to reasonably remove barriers to deliver that equality of approach, while at the same time maintaining the integrity of the WSET qualifications.
After the point of booking, OFITG will ask if any adjustments may be likely, with regards to the training venue; the materials; the exam situation, or any other activity within the qualification training.
This could include:
- Changing standard assessment arrangements, for example allowing candidates extra time to complete the assessment activity
- Adapting assessment materials, such as providing materials in large text format
- Providing access facilitators during assessment, such as a sign language interpreter or reader
- Re-organising the assessment room, such as removal of visual stimuli for an autistic candidate.
Reasonable adjustments are approved or set in place before the assessment activity takes place; they constitute an arrangement to give the candidate access to the qualification.
The use of reasonable adjustment will not be taken into consideration during the assessment of a candidate’s work. It is our responsibility to identify at the time of candidate registration any special assessment needs which require reasonable adjustments to be made for examination purposes.
We will inform WSET®Awards at the earliest opportunity using Request for Reasonable Adjustment Form so that appropriate arrangements can be made.
Out of fairness to all candidates, evidence of the individual circumstances giving rise to the request must be produced. The specific arrangements for the examination process itself, or for marking, will be agreed in each case between the Programme Provider’s Examinations Officer and the Examinations Administrator at WSET®Awards, and will vary according to individual circumstances. WSET®Awards reserves the right to seek the advice of independent agencies as appropriate in coming to a decision on specific arrangements. Please note that we may not offer Reasonable Adjustments to any candidate until this has been agreed with WSET®Awards.
Due notice is required in order for appropriate arrangements to be agreed and put into place. The period of notice required is at least six weeks prior to the examination date. Candidates wishing to ask for a reasonable adjustment can do this by contacting us at One Foot in the Grapes, Flat 1, 14 Victoria Road, Waterloo, Merseyside,L22 1RP – or by email to email@example.com
Please indicate the requested adjustment and contact details (name / address / email address / phone number).
OFITG is required to keep records of all reasonable adjustment applications.
Special consideration is an action taken after an exam assessment which may have impacted on a candidate who could have been disadvantaged by temporary illness, injury, indisposition or adverse circumstances at the time of the assessment.
One Foot in the Grapes may feel “special consideration” could be given to a candidate if elements out of their control may have impacted on the attainment of the qualification.
The integrity of the WSET qualification will remain intact.
OFITG would notify submit a Special Consideration Application Form to WSET Awards within
seven working days of the assessment date for which special consideration is being sought. Eligibility will only be considered if accompanied by supporting independent documentation.
In cases of serious disruption during the examination, the Examinations Officer must submit a detailed report of the circumstances and students affected to WSET Awards. This must be returned with the completed examination papers.
OFITG will keep all records of such submissions.
Malpractice & Maladministration
The aim of this policy is to protect the interests of WSET students and safeguard the integrity of WSET qualifications by ensuring compliance with WSET Policies and Procedures. It provides a framework for the identification, reporting and management of any potential malpractice or maladministration and for the application of sanctions.
Non-compliance with WSET Policies and Procedures generally falls into one of two categories:
- Maladministration, where non-compliance is accidental rather than intentional; and
- Malpractice where non-compliance is intentional or the result of negligence.
Malpractice or maladministration conducted by students may include, amongst other things:
- Cheating, including the use of unauthorised devices or materials;
- Disruptive behaviour in an examination;
- Plagiarism of any nature by students;
- Impersonation (including forgery of signatures)
Sanctions applicable to students may be the following:
The student is issued with a written warning that if the offence is repeated within a set period of time then further specified sanctions will be applied.
Exam Result Declared Null and Void
A student’s exam result is disallowed. This may include invalidation and recall of a certificate already issued.
Disqualification from a Qualification
The student is disqualified from participating in the concerned qualification with immediate effect and further excluded from participating in any further WSET qualifications for a period of 12 months.
The learner is disqualified from participating in any courses or assessments leading to WSET qualifications.
we assure to do our utmost not to engage in any malpractice or maladministration as a WSET APP. In case this does, and it has negative consequences for students, students are invited to file a complaint (see complaints policy).
Payments & Cancellations
Your course booking is not secure until full payment is received. Deposits are not acceptable and do not accept provisional bookings.
Online payments will be accepted, and bank details will be supplied at request, via the links on the One Foot in the Grapes website.
One Foot in the Grapes will confirm the booking by email.
If a confirmed place is cancelled by the candidate, then initially One Foot in the Grapes will offer an alternative date and transfer the booking.
If that is not acceptable, and the cancellation stands, then a refund will be sent if the booking has been cancelled more than 10 working days before the start of the course.
If training materials have been delivered to the candidate, then this cost will be deducted from the refund.
If a candidate cancels the course within 10 working days to the start of the course, then no refund will be issued.
In the booking confirmation these cut-off dates will be outlined.
If a course is under-subscribed (five people) then One Foot in the Grapes retains the right to cancel the course and offer candidates an alternative date. If this is not accepted, a full refund (minus the cost of any distributed training material) will be paid.