Good Practice Framework

The Good Practice Framework for handling complaints and academic appeals

The Good Practice Framework: Handling Complaints and Academic Appeals is a guide to handling complaints and academic appeals in higher education in England and Wales. It sets out overriding principles and operational guidance to support providers in areas including timeframes, progression between informal, formal and review stages, and record-keeping.

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

The Framework was updated in December 2016 to include some practical guidance on handling complaints in smaller higher education providers, to give additional suggestions on supporting students, and to take account of changes in legislation. In addition the paragraphs in the original framework that addressed complaints handling where more than one provider is involved have been removed, and has been replaced by a separate chapter, ‘Delivering learning opportunities with others’ which is now available.

The core principles of the Framework and the operational detail remain unchanged.

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

Good Practice Framework
14 December 2016 - pdf


The Good Practice Framework: supporting disabled students – draft for consultation

The OIA is seeked comments on draft good practice guidance on supporting disabled students.

The OIA has consulted with the Good Practice Framework Steering Group and the OIA’s Disability Experts Panel in preparing this draft guidance. The final version will be published in summer 2017.

The deadline for responses has now passed. If you have any questions, please email

Good Practice Framework - Audio Presentation

We look at the background of why the Framework was created, the aims of the framework and how to use it, then look at the eight principles of the Framework in more detail and look at examples of it in practice.

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