Good practice framework

The good practice framework for handling complaints and academic appeals

The Good Practice Framework for Handling Complaints and Academic Appeals provides an overview of the key factors to include in effective complaints and academic appeals processes. It sets out underlying principles and operational guidance to support institutions in areas including timeframes, progression between informal, formal and review stages, and record-keeping.

The framework has been prepared by a steering group and follows consultation with providers, students’ unions and higher education and complaints handling organisations.

The OIA will refer to the framework in considering complaints and appeals from students about issues that first arise in 2015-16, or later.

You can view the web version version of the good practice framework or download it as a pdf.

Good Practice Framework
12 December 2014 - pdf