The Student Complaints and Non-Academic Appeals Procedure sets out two processes you can use if something goes wrong; Complaints and Non-Academic Appeals.
Complaints are when you are dissatisfied with a service or product that you have received. The Complaints Procedure sets out how to make an appeal, to whom, and how we will investigate complaints.
Non-Academic Appeals are appeals against a decision that is not academic in nature. For example, if you were refused entry to an OCA programme, that would be a non-academic appeal. The procedure sets out how to make an appeal, to whom, and how we will investigate.
In addition, we also have a procedure for Academic Appeals. This is when you wish to appeal a decision that directly impacts your studies.
Both complaints and appeals need to be made within 28 days of the incident that you are making a complaint or appeal about occurring.
Student Complaints and Non-Academic Appeals PolicyStudent Complaints and Non-Academic Appeals Policy 2024/25
This is the Student Complaints and Non-Academic Policy for the 2024/25 academic year. The Academic Year runs from 1st August 2024 to 31st July 2025.
The summary of changes to the policy is as follows:
- Format changes and inclusion of contents
- Inclusion of Changes since previous policy section
- Amendment to paragraph 7.3.5, if a review is not accepted a Completion of Procedures letter will be issued
- Inclusion of paragraphs 7.3.9-7.3.11
- Amendment to paragraph 8.5.5, if a review is not accepted a Completion of Procedures letter will be issued
- Inclusion of paragraphs 8.5.9-8.5.11
- Updates to numbering throughout policy
- Removal of Control of the Policy and Review of the Policy sections
Student Complaints and Non-Academic Appeals Policy 2024/25