POLICIES
‘We’ at all times refers to the APP, Gusbourne.
‘You’ at all times refers to the student or applicant.
Terms & Conditions of Booking - including Cancellations and Refunds
Bookings are made on a first come, first served basis for the places available on each course.
Full payment for each course must be made at the time of booking if payment is to be made to Gusbourne for a place on the course(s) *(see footnote below.) – we do not accept provisional bookings and places will only be confirmed once payment has been received. We will send you a confirmation of your booking by email.
Cancellations of previously confirmed places will be accepted up to 20 working days prior to the start of the course, otherwise no refund will be available. Transfers of a confirmed booking either to another course or another applicant can also be made up to 20 working days before the course start date. After that time, the full cost of any study materials already supplied will be deducted and the remainder of the course fee will be refunded to the payee.
Courses must reach a minimum number of attendees in order to proceed. In the event that this number is not reached, we reserve the right to cancel the course. Ten working days’ notice will be given should this be unfortunately necessary. Every effort will be made to offer places on a subsequent course but if no suitable replacement course date can be agreed, then a full refund of any payments will be made.
Level 1 course materials are provided to students on the first day of the course. They will not be posted in advance.
Levels 2 & 3 course materials can be posted to a student’s home address free of charge or collected from The Nest at the vineyard in Appledore during opening hours (9am-5pm Monday-Sunday).
The pack is bulky and requires a signature – please indicate an alternative delivery address if necessary. It is essential that a daytime telephone number is provided. Please note that your email address will be sent to our courier to enable your materials to be tracked by you to ensure delivery. If you do not wish your email to be sent, to this secure third party, please contact The Nest before booking to arrange another method of receiving materials.
It is important for the student to provide a complete and accurate delivery address and make sure someone is available to receive the package, at that address, at the prescribed time. Any materials returned to our couriers, having not been successfully received by the student, will unfortunately result in an additional cost of return being charged.
Punctuality is important and considerate to all participants. If you know you are going to be late or unable to attend a session please notify the course tutor via telephone as soon as possible. Starting times will not be flexible by more than ten minutes.
Your constructive feedback will be sought at the end of all courses. This will be used for the continuous improvement of our educational offering.
* No payment will be needed for a place on a WSET course if the candidate is a member of Gusbourne Staff sponsored and put forward by their Manager, or by a person sponsored and put forward by a business account as part of a Trade Relationship agreement with Gusbourne.
Diversity & Equality
At Gusbourne we are committed to equal opportunities. We will not discriminate against anyone applying to join a course for reasons of sex, sexual orientation, marital status, creed, colour, race, nationality, ethnic or national origin, religion, religious or similar philosophical beliefs, age or disability (“protected characteristics”), trade union membership or any other reason. If you have any questions about this policy, you should contact nest@gusbourne.com with your query, stating the nature of your enquiry. Should you feel you have been discriminated against on these grounds, please set out any grievance in writing and email to the WSET Main contact, Steve Kirkham, steve.kirkham@gusbourne.com, providing as much detail as possible including how the issue arose, when it arose and the details of anyone else involved (if known).
You may also send a letter to Steve Kirkham, Gusbourne Estate, Kenardington Road, Appledore, Kent, TN26 2BE, UK. Your email/letter will be acknowledged within 3 days of receipt, and a meeting arranged to discuss the matter within 20 days. After the meeting, the person who heard your grievance will respond in writing, normally within 5 working days.
Zero Tolerance
We expect that both Gusbourne staff and students taking our WSET courses will treat others and be treated by others in a professional and respectful manner at all times. We will not tolerate any inappropriate behaviour including verbal or physical abuse of whatever nature, persistent or unrealistic demands, or threats to either Gusbourne staff or students by any individual. Any such behaviour or actions will be viewed as misconduct and we will take any appropriate action that is available to us, including permanent exclusion from attending our WSET courses or investigation for disciplinary actions as appropriate.
Complaints procedure
We always endeavour to deliver a professional and enjoyable experience to all of our WSET candidates. However, if at any point you feel that we have not fulfilled our obligations to you, we recognize your right to make a complaint and for your complaint will be taken seriously and will be dealt with by us promptly, courteously, effectively and in a positive manner.
We aim to settle a formal complaint within 20 working days or less. On occasion the process may take longer and we will explain why and keep you informed as to the progress of your complaint.
- Initially, we would recommend that you speak informally with your Course Educator to resolve the issue if possible.
- If you still wish to make a complaint, please follow the following procedure. You are advised to keep copies of all the documents used in the complaints procedure.
- Your complaint will be dealt with by the Gusbourne WSET Main Contact, Mr Steve Kirkham. Please set out any complaint in full and in writing, with any supporting evidence, including details of any previous attempts to gain resolution of your complaint and send it by email or post to him at:-
Steve Kirkham
WSET Complaint
The Nest at Gusbourne,
Kenardington Road, Appledore,
Ashford, Kent,
TN26 2BE
or email him directly at steve.kirkham@gusbourne.com.
Please provide him with your contact details, address, email address, telephone number etc.
He will acknowledge your complaint within 3 working days of its receipt and will fully investigate your concerns and address them accordingly. He will aim to give you a final written response within 20 working days of the receipt of the complaint. If it will take longer, he will explain why and keep you informed as to the progress of your complaint
- We will make every effort to make a positive resolution to any complaint, but in the event that all such attempts for a positive resolution have been exhausted, or more than six weeks from the date of your complaint has passed and you are still not satisfied, then you may further your complaint directly to the WSET via their Quality Assurance department at - QA@wsetglobal.com
Privacy
We hold the highest respect for our customers and guarantee our commitment to your privacy. We do not sell any of the information provided by you to any other institutions. This includes any details of your name, race, gender, date of birth, email address or home address, or any details provided for Special Consideration or Reasonable Adjustment applicants.
Your data will be stored on our internal systems and will only be shared with the WSET as part of their internal policies and for us to provide you with certification for WSET (Wine and Spirit Education Trust) courses. We must share some of your personal data to verify your identity with this approved body to be able to provide you with your booked course(s) and for the purposes of such Certification. We provide the minimum of information that is required by the WSET in a way that is both secure and sensitive. Such data shared with WSET will be handled in accordance with WSET's Privacy Policy. For a full reference of the WSET Privacy Policies please see here:-
https://www.wsetglobal.com/media/12162/wset-privacy-policy-2022.pdf
Please see our full Privacy Policy document for further details. Any enquiries around Privacy, or a request for a copy of the full Privacy Policy document, should be directed to nest@gusbourne.com
For Internal Gusbourne Employees, results will be shared with your Dept Head and with HR Dept for career progression needs.
For staff at external Key Account partnerships, we will ask you for authorisation to share your results with your Employer via the manager at your place of work responsible for arranging for you to attend a WSET course run by Gusbourne APP.
Conflicts of Interest
As an APP, we at Gusbourne are required to identify to the WSET and assist in managing or monitoring actual, potential and perceived conflicts of interest (‘Conflicts of Interest’) involving both Gusbourne APP staff and WSET course students. This policy complements WSET’s conflicts of interest policy and works to safeguard the integrity of WSET qualifications and promote confidence in WSET and Gusbourne’s processes and procedures.
A Conflict of Interest exists where an individual has interests or loyalties that could adversely influence their judgement, objectivity or loyalty to WSET or Gusbourne when conducting activities associated with WSET qualifications.
Examples of a conflict of interest may include:
The assessment of candidates by an individual who has a personal interest in the result of the assessment for any or all individuals concerned;
The moderation of assessment of candidates by an individual who has a personal interest in the result of the assessment for any or all individuals concerned;
The undertaking of a WSET qualification by any individual employed by an APP;
The invigilation of a WSET assessment by any individual involved in the delivery of training leading to the assessment;
The coaching of candidates by any individual involved in the assessment of candidate scripts;
The employment by an APP of individuals engaged in the delivery of taught programmes or in the role of Internal Assessor in another APP
The investigation of a non-compliance incident by someone who is unable to act impartially.
Whilst it would be impossible to give a definitive list of scenarios representing potential conflicts of interest, the following have been identified from the WSET Awards’ Risk Management review as significant. However, other scenarios will constitute conflicts of interest, and we will take actions to redress any such instances that come to our attention other than by declaration from the individual concerned. Such actions may also include the imposition of any relevant and applicable sanctions, if deemed appropriate.
In an effort to manage conflicts of interest and maintain the impartiality, we will seek disclosure from instructors and students of potential conflicts of interest, including but not limited to familial relationship, romantic engagement, tutoring or professional relationships. Any disclosure will be reviewed by the Designated Educator who will take steps to maintain the integrity of the assessment and evaluate the conflict of interest for disclosure to the WSET head of quality and compliance.
Some Conflicts of Interest are not manageable and are not acceptable. For example, no mitigation efforts overcome the conflict created when an individual when they serves as the educator and exam officer of an exam for a family member where an external invigilator is not available.
Any staff member or student of Gusbourne who becomes aware of a Conflict of Interest must inform Gusbourne via nest@gusbourne.com as soon as possible. The APP WSET Main Contact, Steve Kirkham, will inform the WSET of the possible conflict of interest and will work with WSET to put any protective or mitigating measures in place to manage the conflict on a case-by-case basis.
If WSET and we at Gusbourne determine the conflict is not manageable, the WSET Main Contact , Steve Kirkham, will inform any impacted APP staff or students of this.
Malpractice & Maladministration
Both we at Gusbourne and the WSET have policies and procedures in place to protect WSET students and safeguard the integrity of WSET qualifications. We at Gusbourne ensure compliance with Gusbourne’s and WSET’s policies through this Malpractice and Maladministration Policy, which gives a framework for both us and you to identify, report and manage potential malpractice or maladministration. Non-compliance with Gusbourne’s or WSET Policies and Procedures can fall into two distinct, but related, categories:
1. Maladministration, where the non-compliance is generally unintentional, or the result of mistakes, carelessness, inexperience or poor processes; and
2. Malpractice where the non-compliance is intentional or the result of a negligent or reckless action without consideration of the consequences of the action.
Context is important and the line between maladministration or malpractice is not always clear: for example, maladministration incidents may become malpractice incidents, or there may be mitigating factors that turn potential malpractice into maladministration.
Malpractice and maladministration are always case, context and fact specific. Both APPs (Gusbourne) and students can commit malpractice and maladministration. Some examples include:
For APPs (Gusbourne) :
• Failure to adhere to WSET Policies and Procedures;
• Failure to follow WSET requirements for course delivery or exam regulations;
• Failure to follow WSET’s candidate registration and certification procedures;
• Fraudulent claim for certificates/fraudulent use of certificates/reproduction or forgery of certificates;
• Withholding critical information from WSET quality assurance;
• Insecure storage of exam materials;
• Revealing or sharing confidential exam materials with candidates ahead of an exam;
• Intentional attempts to manipulate exam results so that they do not reflect the candidate’s actual exam performance;
• Failure to disclose a Conflict of Interest;
• Issue of incorrect exam results/failure to issue results to students in a timely manner;
• Unauthorised reading/amendment/copying/distribution of exam papers;
• Failure to return exam papers within the specified timeframe or to follow delivery and tracking regulations;
• Use of unqualified and/or unregistered educators or internal assessors;
• A breach of confidentiality
For students:
• Cheating, or facilitating cheating, including the use of unauthorised devices or materials;
• Disruptive behaviour in an exam;
• Plagiarism of any nature by students;
• Impersonation (including forgery of signatures);
• Unauthorised reading/amendment/copying/distribution of exam papers;
• Any action likely to lead to an adverse effect;
• A breach of confidentiality.
In general, we also expect that both Gusbourne staff and our students should treat others and be treated by others both professionally and respectfully at all times. We will treat inappropriate behaviour including verbal or physical abuse, persistent or unrealistic demands, or threats that cause stress to staff as misconduct and may report student misconduct to WSET as necessary.
Reporting and Investigation of Malpractice or Maladministration
As an APP, we aim to ensure compliance with WSET Policies and Gusbourne’s policies and will keep records of potential or actual malpractice or maladministration by you, our students, or our staff.
We are required to notify WSET immediately of any non-compliance issues that could be malpractice or maladministration, so that WSET can investigate the non-compliance under their own Malpractice and Maladministration Policy. We ask that you also raise any concerns or non-compliance issues that may be malpractice or maladministration with us at Gusbourne as soon as possible by following the process outlined in our Complaints policy.
During WSET’s investigation, they may reach out to us at Gusbourne or to you directly to request further information or conduct an interview. Please respond to any requests promptly and honestly.
Managing Non-Compliance
If WSET identifies malpractice or maladministration, they will consider its impact and may apply sanctions. WSET will take all reasonable steps to ensure the sanctions do not disadvantage uninvolved students affected by malpractice or maladministration. However, in some cases, they may need to disallow or withhold results and/or certificates.
WSET records all malpractice and maladministration incidents for both APPs and students. If WSET determines that a student has committed malpractice or maladministration, they may apply one or any of the following sanctions:
Sanctions Applicable to Students/Candidates
Written Warning: 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. This includes access to WSET materials.
Student Disqualification: The learner is disqualified from participating in any courses or assessments leading to WSET qualifications. This includes access to WSET materials.
Disqualification from use of WSET certified logos and postnominals: Actions bringing WSET into disrepute may result in the student or graduate being barred from use of WSET postnominals and WSET certified logos.
Appeals
If you wish to appeal penalties or sanctions WSET has imposed due to Malpractice or Maladministration, please follow the procedures laid out in the Complaints Policy.
Reasonable Adjustments
As per WSET APP policies, we at Gusbourne will offer all candidates the opportunity to request a reasonable adjustment upon enrolment.
Both WSET and we at Gusbourne want to make WSET assessments accessible for all students, so none are at an advantage or disadvantage based on a disability or differing ability. This policy and the reasonable adjustment process allows us, Gusbourne, to work with you, our student, before an assessment to gather the information we need to submit a suitable request to WSET and work with them to make arrangements that give students access to the WSET qualifications we offer.
A reasonable adjustment is any accommodation or arrangement that helps to reduce the effect of a known disability or difficulty that substantially disadvantages a student’s assessment. Using a reasonable adjustment does not impact how WSET grades your exam, or your result, but WSET cannot agree to reasonable adjustments where your particular difficulty directly affects performance necessary to complete the assessment outcomes (e.g. inability to smell or taste for a Level 3 Exam).
The goal of a reasonable adjustment is to give you equal access to a WSET qualification, not to give unfair advantages over other students who take an assessment without the same adjustment, or to affect the overall reliability of the assessment outcomes that are explained in the course Specification.
Examples of reasonable adjustments may be:
• 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.
We at Gusbourne will gather the information we need from you to submit a Reasonable Adjustment Application form to WSET.
WSET must approve and arrange reasonable adjustments before the assessment activity takes place. Before completing enrolment with Gusbourne, we will give all students access to this policy and the chance to identify any special needs that could require a reasonable adjustment. If a student identifies a special need, we at Gusbourne will give the student the Reasonable Adjustment Application form as soon as possible and work with the student to gather the necessary information.
For any student seeking a reasonable adjustment, please contact nest@gusbourne.com with:
• Your full name; • contact information; • description of the special need, disability or differing ability that requires an adjustment; and • supporting documentation for these.
You must submit this information at least 30 working days before the exam date for Levels 1-3 qualifications. The information you submit will be shared with WSET and will be handled under the Gusbourne and WSET’s Privacy and Data Protection Policy. (please see Privacy Policy above).
We at Gusbourne will keep records of all reasonable adjustment applications as needed.
Special Considerations
Special consideration is any adjustment given to a student who has temporarily experienced an illness or injury, or other event outside of their control at the time of the exam that significantly affects their ability to take the exam or their ability to show their knowledge and understanding in the assessment. Special consideration is only for things that happen immediately before or during an exam that have a material impact on you, the student’s, ability to take the exam or on your performance. To be eligible for special consideration, you must have completed the whole course and would have been fully prepared to complete the examination if not for the temporary illness, injury or other uncontrollable event. A special consideration may be for an individual (e.g. a student who becomes ill on the day of the exam) or a group of students (e.g. an exam is interrupted by a natural disaster).
You may be eligible for special consideration if:
• Your performance on the exam is adversely affected by an event outside of your control. This may include temporary illness, temporary injury, bereavement or exam room conditions;
• Reasonable adjustments which were agreed in advance of the exam proved inappropriate or inadequate;
• The application of special consideration would not make a passing result and certificate misleading about the student’s ability to satisfy the qualification’s assessment criteria.
Applying for special consideration
If you have taken an exam, or your exam is immediately approaching, and you feel that you have a temporary injury or illness, or other uncontrollable event that has interfered with your ability to complete your exam, please contact the WSET Main Contact, Steve Kirkham, steve.kirkham@gusbourne.com, as soon as possible. We at Gusbourne will provide you with a Special Consideration Application Form, which must be completed and returned with supporting documentation within 5 working days after the effected exam.
The information you submit will be shared with WSET and will be handled under WSET’s Privacy and Data Protection Policy. Please note that an application for Special Consideration does not automatically exclude the possibility of needing to pay for an additional exam paper and any associated re-sit fees.
If there has been serious disruption during an exam affecting a group of students, we at Gusbourne will submit a detailed report of the circumstances and candidates affected to WSET to request a special consideration. We will keep records of all applications for special consideration.
Resits
You have the option to re-sit an exam if you have received a "Fail". Please contact The Nest to discuss your options. It is not possible to re-sit an exam you have passed in order to obtain a higher grade.
WSET exam resit Fees:
Level 1 in person - £120
Level 2 in person - £150
Level 3 (tasting & theory) in person - £275
Level 3 (tasting only) in person - £125
Level 3 (theory only) in person - £150
These fees are for resitting an exam at one of our scheduled/published WSET courses. Additional re-sit fees will apply if a separate, non-scheduled WSET exam is needed.
