We are committed to providing the best possible service, and to working in an open and accountable way. One of the ways in which we continue to improve our service is by listening to the views of our subscribers, stakeholders and customers. This includes responding positively to complaints and putting mistakes right.
If you are not satisfied with the service you have received from us, please let us know.
Our procedure for the handling of complaints
First, you should speak to the person you have been dealing with at QAA, so that they can try to assist and to find a resolution.
If you are not satisfied with the explanation you receive, you can contact the Governance and Executive Office in one of the following ways:
- telephone: call +44 (0)1452 557000 to discuss your complaint with a member of the Governance and Executive Office
- email: send details of your complaint to Governance@qaa.ac.uk
- post: send your complaint in writing to Governance and Executive Office, QAA, Southgate House, Southgate Street, Gloucester GL1 1UB
Please provide your full name, postal address, telephone number and email address and how you would prefer us to make contact with you about your complaint.
Standards for handling complaints
We will be better able to respond to your complaint if it is raised promptly and accompanied by supporting information. Please state the area, date and time of incident to which your complaint relates, and provide any relevant information regarding communication you have had with us on the subject or supporting evidence.
- handle your complaint with courtesy, respect and fairness
- give full reasons for the outcome
- use the knowledge and experience gained from complaints to improve how we operate.
Read our Complaints Procedure for more information:
Appeals from providers against decisions
We have clear published procedures for responding to complaints from higher education providers and for handling appeals against specific decisions.
We distinguish between complaints and appeals. We regard a complaint as an expression of dissatisfaction with services we provide or actions we have taken.
Appeals are challenges to specific decisions, in specific circumstances, and these are handled through our Consolidated Appeals Procedure.
Appeals should be submitted via the QAA Appeal Submission Form.
Please note: the appeals procedure for the Access to HE Diploma is currently under review.
Gateway Quality Review: Wales
For appeals related to the Gateway Quality Review: Wales method, there is a separate appeals procedure:
Appeals should be submitted via the Gateway Quality Review: Wales Appeal Submission Form:
Quality Review Visit
For appeals related to the Quality Review Visit method, there is a separate appeals procedure:
Appeals should be submitted via the Quality Review Visit Appeal Submission Form:
For further guidance on any aspect of our complaints procedure, please contact our Enquiries Team who will be happy to help.