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, to be replaced by the separate chapter, ‘Delivering learning opportunities with others’ which is now being launched for consultation (see below).

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.

media
Good Practice Framework
14 December 2016 - pdf

 

Consultation

The Good Practice Framework : delivering learning opportunities with others

We have published draft guidance on handling complaints and academic appeals where more than one provider or awarding body is involved in the student’s higher education. The guidance has been prepared in consultation with the Good Practice Framework steering group. To comment, please read the new draft chapter and complete the questionnaire or email consultation@oiahe.org.uk by 31 January 2017.

Questions in the online questionnaire

  • Is the guidance on the division of responsibilities for handling complaints in collaborative arrangements in England and Wales clear?
  • Is the guidance on the division of responsibilities for handling academic appeals in collaborative arrangements in England and Wales clear?
  • Is the guidance on the division of responsibilities for handling complaints and academic appeals in transnational collaborative arrangements clear?
  • Are the suggestions on information-sharing between providers clear?
  • Are there other issues or specific case studies that you would like to see included in the draft guidance?

 

Contact

framework@oiahe.org.uk