The Student Complaints and Grievances Policy is essential for educational institutions operating under England and Wales jurisdiction to maintain fair and transparent procedures for addressing student concerns. This document is required to ensure compliance with the Office for Students (OfS) regulatory framework, the QAA Quality Code, and relevant consumer protection legislation. It provides clear guidelines for handling complaints, from informal resolution to formal procedures, and includes provisions for appeals and external review processes. The policy helps institutions demonstrate their commitment to student rights and fair treatment while managing risks and maintaining educational standards.
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1. Purpose and Scope: Defines the policy's objectives and who it applies to, including references to relevant legislation
2. Definitions: Key terms used throughout the policy including types of complaints, grievances, and relevant parties
3. Principles: Core values and approach to handling complaints, including fairness, timeliness, and confidentiality
4. Complaints Procedure Stages: Step-by-step process for handling complaints, from informal resolution to formal proceedings
5. Timeframes: Response times and deadlines for each stage of the complaints process
6. Rights and Responsibilities: Obligations and rights of all parties involved in the complaints process
1. International Student Provisions: Additional considerations and procedures specific to international students
2. Professional Course Requirements: Specific procedures for courses with professional body oversight and accreditation requirements
3. Group Complaints Process: Procedures for handling collective grievances and group complaints
1. Complaint Form Template: Standard form for submitting formal complaints
2. Flow Charts: Visual representation of complaints procedures and timelines
3. Contact Information: List of relevant contacts and support services for complaints handling
4. Appeal Form Template: Standard form for appealing decisions made during the complaints process
5. External Bodies Reference: Information about external appeal bodies and regulatory authorities
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