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This Theme sets out the guiding principles which underpin concerns, complaints and appeals handling, offering practical advice and useful resources to help providers operate effective systems. It explains how the processes for someone to raise their dissatisfaction, promotes equality of opportunity and the rights of all students to benefit from a high-quality academic experience, and to access the support they need to succeed.

UK Quality Code, Advice and Guidance: Concerns, Complaints and Appeals

Publication date: 29 Nov 2018

Expectations and Practices for Concerns, Complaints and Appeals

Guiding Principles

  1. Concerns, complaints and appeals are used to improve the student experience.
  2. Concerns, complaints and appeals procedures are accessible and inclusive.
  3. Information is clear and transparent.
  4. People raising concerns or making complaints or appeals are treated with dignity and respect, and their well-being is properly considered.
  5. Concerns, complaints and appeals processes are proportionate and allow for cases to be resolved as early as possible.
  6. Concerns, complaints and appeals procedures are fair and impartial.
  7. Confidentiality and anonymity are appropriately assured.
  8. Concerns, complaints and appeals are resolved in as timely a way as possible.