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The Student Grievance Resolution Policy is essential for educational institutions operating in England and Wales to establish clear, fair, and legally compliant procedures for addressing student complaints. This document becomes necessary to ensure compliance with the Office for Students (OfS) requirements, Consumer Rights Act 2015, and the Quality Assurance Agency (QAA) standards. It provides detailed guidance on handling various types of grievances, from academic concerns to discrimination complaints, while ensuring adherence to data protection regulations and equality legislation. The policy typically includes both informal and formal resolution procedures, appeals processes, and specific provisions for different student groups.

1. Purpose and Scope: Defines the policy's objectives and who it applies to

2. Definitions: Key terms used throughout the policy including types of grievances, stakeholders, and procedural terminology

3. Principles: Core values and principles underlying the grievance process including fairness, transparency, and confidentiality

4. Roles and Responsibilities: Defines who is responsible for different aspects of the process including students, staff, and administrators

5. Informal Resolution Process: Steps for resolving issues informally before escalating to formal procedures

6. Formal Grievance Procedure: Detailed steps of the formal grievance process including submission, investigation, and decision-making

7. Appeals Process: Procedure for appealing decisions including grounds for appeal and timeline

8. Timeframes: Expected timelines for each stage of the process and handling of delays