Booking and registration
It is the responsibility of the person making the booking to ensure that the selected courses are appropriate for their needs.
Any change in the students’ contact details must be notified in writing. iCount cannot be held responsible for being unable to contact a student if the student has not notified iCount in writing of any such changes.
iCount does not accept responsibility for registering customers with professional bodies for the relevant exams.
Courses and study materials are not transferable between customers.
Classroom courses – full payment or employer’s authorisation to be invoiced must be provided before the first day of the course.
Live Online/Online courses – full payment or employer’s authorisation to be invoiced must be provided before material/access to the course will be issued. It is the student’s responsibility to ensure payment or employer’s authorisation to invoice is provided to iCount at least 48 working hours before the start of a Live Online course.
Where employer’s authorisation to be invoiced is given full payment is due by the earlier of the first day of the course or 30 days from the invoice date. If full payment of the invoice is not made by the start of the course the student may be refused onto the course.
iCount reserves the right to charge late payment interest on any invoices not paid within 30 days, at a rate of 4% above the Bank of England base rate.
iCount reserves the right to recover any reasonable debt collection costs in connection with this Agreement.
If the employer gives authorisation to be invoiced the employer is liable for all unpaid invoices even if the student leaves their employment before, during or after the course.
Any credit notes issued will be valid for 12 months from date of issue.
iCount reserves the right to charge £50 for all dishonoured payments.
Computer Based Assessments must be paid for at least 7 days before the exam is scheduled. Under no circumstances are fees then refundable. Student can only defer their exam before payment is made.
Cancellation and deferral by the customer
If a customer wishes to cancel a classroom course, provided more than 14 days’ notice prior to the course start date is given, the course fee will be refunded less a £100 cancellation fee. Any study materials already provided must be returned in unused re-saleable condition, otherwise these will be charged at full retail price.
If a customer wishes to transfer to another equivalent course for the same subject and the same exam sitting, provided there is availability, no additional charge will be made.
If a customer wishes to defer their course to a later exam sitting, provided the course has not yet started, the amount paid will be held as a credit on the customer’s account to be offset against the value of any future course booking. Any new study materials required will be charged at full retail price.
No refunds, transfers or deferrals can be made if less than 14 days’ notice is given.
Live Online/Online courses
If you wish to cancel your Online/Live Online course you may do so at any time within 14 days of receipt of your study material. You must return all study material to us in a re-saleable condition together with your delivery note using the original packaging wherever possible. Additionally the customer must not have accessed the online resources or attended any live online lectures in order for a refund to be made. Upon receipt of your study material we will issue a refund of the online course fee less a cancellation fee of £100 and terminate your online enrolment. We regret that no refunds can be given if study materials have been used, if online content has been downloaded or if returned materials are not in a resalable condition.
Online and Live Online courses cannot be transferred or deferred.
Cancellation and deferral by iCount
Classroom/Live online courses
iCount reserves the right to cancel, reschedule, or change the location of a course. iCount will endeavour to let students know as soon as the change is made. In such circumstances, the student has the option to reschedule the course, apply the fees to another course, or to receive a refund or credit note for the course fees paid.
Pass Assurance Scheme
CIMA and ACCA
Classroom course students who attend all sessions of a classroom tuition, integrated or revision course and sit the exam in the same sitting but fail it, may attend the next equivalent classroom course for the same paper free of charge. Any new materials required will be charged to the student at cost. iCount cannot guarantee a student’s choice of weekday or weekend courses in respect of Pass Assurance.
Live online students who attend all sessions of a live online tuition, integrated or revision course and sit the exam in the same sitting but fail it, may access the next equivalent live online course free of charge. The original booking entitles students to 12 months access to the online resources. A further extension to access to online resources will be charged at £50 for a further 12 month period.
Online course students are not covered by iCount’s Pass Assurance scheme (see below)
CIMA, ACCA and ICAEW
Online course students who purchase an online course (pre-recorded lectures rather than live lectures) and sit the exam within 12 months but fail it, will be entitled to an extension to access to online resources for a further 12 month period at a charge of £50.
Classroom course students who attend all sessions of a classroom tuition and revision course and sit the exam in the same sitting but fail it, may attend the next equivalent classroom course for the same paper free of charge. Any new materials required will be charged to the student at cost.
Classroom course students who attend all sessions of a course and sit the exam in the same sitting but fail it, may attend the next equivalent classroom course for the same paper free of charge. Any new materials required will be charged to the student at cost. A six month extension to the online resources will be charged at £50.
Please note the following:
Customers will be asked for proof of their real exam results when making a claim.
The retake scheme is not transferable between customers.
The retake scheme is not transferable between subjects.
No cash alternative or refund will be given in the event that a customer is unable to attend an equivalent course for any reason.
Classroom students will receive all materials on the first day of the course.
Online and live-online may collect hardcopy study materials in person or receive delivery to the customer’s preferred address. iCount must be notified of any queries, complaints, damage or short deliveries within 14 days of receipt of study materials, if a refund or replacement is required.
Study material is strictly not transferable between students.
iCount are committed to ensuring that you receive the highest quality tuition and support during your time with us but in the event that you are not happy with your experience and wish to make a complaint the following procedure sets out the steps you can take.
Discuss the complaint informally with your tutor, Skills & Development Coach or the iCount administration and support team as appropriate. We hope that they will be able to resolve the situation for you.
If you remain unhappy with the resolution of your complaint, then please put this formally in writing to iCount. Please email this to email@example.com and we ask that you ensure the word ‘Complaint’ is in the title. This will ensure we address this promptly. We will contact you within 5 working days to discuss your complaint and attempt to come to a resolution with you.
If you are still unhappy with the results of this process, please inform us and we will forward your appeal to an iCount Partner. They will contact you within 5 working days having reviewed the complaint and any actions taken to date. They will notify you of the results of this investigation.
If you are still unhappy with the results of this process you should contact your institute, e.g. AAT, ACCA, CIMA, ICAEW or, for complaints specifically regarding apprenticeship matters, you should contact the ESFA.
Details of how to contact these organisations can be found below:
CIMA – email firstname.lastname@example.org
If your complaint is in relation to the AAT, CIMA or ICAEW then the matter can be escalated to the OFQUAL whose details can be found at:
If your complaint is in relation to the ACCA and you have exhausted both iCount’s complaints process and the ACCA’s you can escalate to the appropriate regulator. Details of which can be found on the ACCA website at the following link https://www.accaglobal.com/gb/en/footertoolbar/contact-us/connect/unhappy.html
iCount will hold the data securely and only use it to help address the complaint and the data will only be shared with those to whom it is necessary to help deal with the complaint. It may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applies, or allegations are made which involve the conduct of third parties. In this case the complainant will be informed of who will need to know about the complaint.
Assessment Appeals Process
At iCount, we work hard to train our Skills & Development Coaches and to undertake CPD (Continuing Professional Development) to ensure that their assessment and feedback given on your developmental evidence is fair and consistent. With your apprenticeship you may also be studying towards a qualification that will require marking by that institute. All the accounting institutes we work with have robust policies and procedures in place to oversee any assessments they administer and marking they undertake. However, if you feel in any way that an assessment you undertook or the marking of your work is not correct, we encourage you to follow the procedures below.
Assessment Appeals Procedure
If your appeal relates to the assessment and feedback given on your Developmental evidence:
Discuss the assessment and feedback with your Skills and Development Coach and explain to them why you feel the assessment and/or feedback is incorrect and attempt to come to an agreement.
If you remain unhappy with the assessment and feedback given on your Developmental evidence please put this in writing and email it to Lesley Irlam, Head of Apprenticeships, at email@example.com, who will contact you within 5 working days to discuss your appeal and attempt to come to a resolution with you.
If you are still unhappy with the results of this process please e-mail Louise Setton, iCount Partner, at firstname.lastname@example.org, who will contact you within 5 working days having reviewed any actions taken to date. They will notify you of the results of this investigation.
If you are still unhappy with the results of this process you should contact the ESFA.
Details on how to contact these organisations can be found below:
If your appeal relates to an Institute marked assessment, i.e. AAT, ACCA, CIMA or ICAEW:
If the issue is with the administration of your assessment, please contact the centre at which you sat your assessment to discuss this and attempt to come to an agreement.
If the issue is with the marking of your assessment, or you are unsatisfied with the outcome of Step 1 please contact the relevant institute directly.
Details on how to contact these organisations about an assessment issue can be found below:
CIMA – email email@example.com
If you are unhappy with the outcome of Step 2 the matter can be escalated to the OFQUAL whose details can be found at:
Complaints regarding online resources provided by First Intuition
If the complaint is regarding the online resources provided by First Intuition ( FI ), iCount will liaise with FI to resolve the matter. iCount will remain the point of contact for the student should this be the case.
Note: any IT technical issue when attempting to view the Online/Live Online resources should be addressed at the time by following instructions provided with the joining instructions.
Whilst at iCount personal possessions are the sole responsibility of the student and iCount accepts no responsibility for anything that is lost or stolen. iCount advise students to keep valuables with them at all times.
Any notices required to be served by iCount under this Agreement will be deemed properly served if sent via prepaid postage to the postal address, or emailed to the email address notified by the student.
All intellectual property rights in all materials and online resources supplied by iCount or their selected partners is expressly reserved. Any unauthorised duplication, publication or distribution is strictly prohibited.
The customer agrees to fully indemnify iCount and relevant third parties in respect of any infringement of intellectual property right.
The liability for iCount and its Directors, Partners and employees for direct losses arising out of their negligence (other than in respect of liability for death or personal injury), breach of contract or any other cause of action arising out of or in connection with this Agreement shall be limited to the cash receipts from the student or employer for the course they are attending at that time.
iCount and its Directors, Partners and employees shall not be liable for any indirect or consequential loss whether arising from negligence, breach of contract or otherwise.
iCount warrants that study materials will be of satisfactory quality but does not warrant that study materials will be error free.
iCount warrants that it will perform any services under this Agreement with reasonable skill and care.
These warranties are provided in lieu of all other warranties express or implied which are hereby excluded to the fullest extent permitted by law.
iCount may use the information to inform students about courses, products or services which may be of interest to them and their employers.
iCount may use the information to inform students of feedback and exam results.
iCount may communicate with the student’s employer regarding their progress, results and attendance.
Students have the right to receive details of the personal information held by iCount.
If any provision of this Agreement is held to be invalid or unenforceable by any tribunal of competent jurisdiction, the remaining provisions shall not be affected and shall be carried out as closely as possible according to the original intent.
The parties to this Agreement irrevocably submit to the exclusive jurisdiction of the English Courts for the determination of disputes arising under this Agreement.
Equality Diversity and Inclusion Policy
At iCount Training we work with a diverse mix of employers, staff and students and this diversity is important and integral to us.
In support of this we are committed to advancing equality, diversity and inclusion in all its forms. We seek to enable all members of our community to achieve their full potential in an environment where equality and respect of opportunity are the norm.
Equality broadly means making sure everyone is treated fairly. This includes:
- Removing barriers which people may face due to their differences
- Eliminating discrimination
- Offering the same access to employment (and education and training) opportunities
Diversity is about recognising and valuing peoples’ differences – for example their backgrounds, skills and experiences. Inclusion is about ensuring no-one is excluded from opportunities to fulfil their potential because of any of the 9 protected characteristics.
Through the implementation of our policies, practices and procedures we have due regard to our duties under the Equality Act 2010 and the protected characteristics detailed in the act. These are:
- Pregnancy and maternity
- Gender reassignment
- Religion or belief
- Sexual Orientation
At ICount Training, we also support fully the British Values of:
- The Rule of Law
- Individual Liberty
- Mutual respect and tolerance for those with different faiths and beliefs
In support of this we have both a student and a staff code of conduct and expect all the community we work with to respect the rights of each other. iCount’s student code of conduct can be found on the Induction e-learning module.
Responsibilities and commitment
Each individual is responsible for their own behaviour and must accept the principle that there is equality of opportunity and fairness for all staff, students and anyone associated with iCount in all aspects of iCount’s operations.
Individuals must ensure they do not support unfair behaviour by ignoring what is happening around them and must not incite or collude with unfair or unlawful discrimination. Any member of staff found to be responsible for inciting, perpetrating or colluding with discrimination or harassment may face disciplinary action
All staff, students and anyone associated with iCount have a responsibility to adhere to this policy and apply it in their day to day work.
Monitoring and review
iCount will monitor staff recruitment and selection, leavers and participation in training and development activities to ensure that equal opportunities are available for all staff.
iCount will also monitor any complaints including harassment and bullying complaints, grievances and disciplinary proceedings for both staff and students.
This policy will be reviewed on an annual basis.
ICount Training is committed to the highest standards of openness, probity and accountability.
An important aspect of accountability and transparency is a mechanism to enable staff and other members of iCount to voice concerns in a responsible and effective manner. It is a fundamental term of every contract of employment that an employee will faithfully serve his or her employer and not disclose confidential information about the employer’s affairs. Nevertheless, where an individual discovers information which they believe shows serious malpractice or wrongdoing within the organisation then this information should be disclosed internally without fear of reprisal, and there should be arrangements to enable this to be done independently of line management (although in relatively minor instances the line manager would be the appropriate person to be told).
The Public Interest Disclosure Act, which came into effect in 1999, gives legal protection to employees against being dismissed or penalised by their employers as a result of publicly disclosing certain serious concerns. ICount has endorsed the provisions set out below so as to ensure that no members of staff should feel at a disadvantage in raising legitimate concerns.
It should be emphasised that this policy is intended to assist individuals who believe they have discovered malpractice or impropriety. It is not designed to question financial or business decisions taken by iCount nor should it be used to reconsider any matters which have already been addressed under harassment, complaint, disciplinary or other procedures. Once the “whistleblowing” procedures are in place, it is reasonable to expect staff to use them rather than air their complaints outside iCount.
Scope of Policy
This policy is designed to enable employees of iCount to raise concerns internally and at a high level and to disclose information which the individual believes shows malpractice or impropriety. This policy is intended to cover concerns which are in the public interest and may at least initially be investigated separately but might then lead to the invocation of other procedures e.g. disciplinary. These concerns could include
- Financial malpractice or impropriety or fraud
- Failure to comply with a legal obligation or Statutes
- Dangers to Health & Safety or the environment
- Criminal activity
- Improper conduct or unethical behaviour
- Attempts to conceal any of these
This policy is designed to offer protection to those employees of iCount who disclose such concerns provided the disclosure is made:
- in good faith
- in the reasonable belief of the individual making the disclosure that it tends to show malpractice or impropriety and if they make the disclosure to an appropriate person (see below). It is important to note that no protection from internal disciplinary procedures is offered to those who choose not to use the procedure. In an extreme case malicious or wild allegations could give rise to legal action on the part of the persons complained about.
ICount will treat all such disclosures in a confidential and sensitive manner. The identity of the individual making the allegation may be kept confidential so long as it does not hinder or frustrate any investigation. However, the investigation process may reveal the source of the information and the individual making the disclosure may need to provide a statement as part of the evidence required.
iii. Anonymous Allegations
This policy encourages individuals to put their name to any disclosures they make. Concerns expressed anonymously are much less credible, but they may be considered at the discretion of iCount.
In exercising this discretion, the factors to be taken into account will include:
- The seriousness of the issues raised
- The credibility of the concern
- The likelihood of confirming the allegation from attributable sources
iv. Untrue Allegations
If an individual makes an allegation in good faith, which is not confirmed by subsequent investigation, no action will be taken against that individual. In making a disclosure the individual should exercise due care to ensure the accuracy of the information. If, however, an individual makes malicious or vexatious allegations, and particularly if he or she persists with making them, disciplinary action may be taken against that individual.
Procedures for Making a Disclosure
On receipt of a complaint of malpractice, the member of staff who receives and takes note of the complaint, must pass this information as soon as is reasonably possible, to the appropriate designated investigating officer as follows:
- Complaints of malpractice will be investigated by a Partner unless the complaint is against that partner or is in any way related to the actions of the Partner. In such cases, the complaint should be passed to one of the other partners
Should this not be suitable or acceptable to the complainant, then the complainant may approach one of the following individuals who have been designated and trained as independent points of contact under this procedure. They can advise the complainant on the implications of the legislation and the possible internal and external avenues of complaint open to them:
Lesley Irlam Head of AAT and Safeguarding
In circumstances where this is still not suitable, the complainant is advised to approach a prescribed person or body (such as Ofsted, Education Funding Agency, Children’s Commissioner, or NSPCC)
Alternatively, the complainant can also contacting the whistleblowing charity, ‘Public Concern at Work’ www.pcaw.org.uk
If there is evidence of criminal activity then the investigating officer should inform the police. ICount will ensure that any internal investigation does not hinder a formal police investigation.
Due to the varied nature of these sorts of complaints, which may involve internal investigators and / or the police, it is not possible to lay down precise timescales for such investigations. The investigating officer should ensure that the investigations are undertaken as quickly as possible without affecting the quality and depth of those investigations.
The investigating officer, should as soon as practically possible, send a written acknowledgement of the concern to the complainant and thereafter report back to them in writing the outcome of the investigation and on the action that is proposed. If the investigation is a prolonged one, the investigating officer should keep the complainant informed, in writing, as to the progress of the investigation and as to when it is likely to be concluded.
All responses to the complainant should be in writing and sent to their home address.
The investigating officer should follow these steps:
- Full details and clarifications of the complaint should be obtained.
- The partners should inform the member of staff against whom the complaint is made as soon as is practically possible. The member of staff will be informed of their right to be accompanied by a representative at any future interview or hearing held under the provision of these procedures.
- The allegations should be fully investigated by the partners officer with the assistance where appropriate, of other individuals / bodies.
- A judgement concerning the complaint and validity of the complaint will be made by the Partners. This judgement will be detailed in a written report containing the findings of the investigations and reasons for the judgement.
- The Partners will decide what action to take. If the complaint is shown to be justified, then they will invoke the disciplinary or other appropriate Company procedures.
- The complainant should be kept informed of the progress of the investigations and, if appropriate, of the final outcome.
If the investigation finds the allegations unsubstantiated and all internal procedures have been exhausted, but the complainant is not satisfied with the outcome of the investigation, iCount recognises the lawful rights of employees and ex-employees to make disclosures to prescribed persons (such as the Health and Safety Executive, the Audit Commission, or the utility regulators), or, where justified, elsewhere.