Introduction
Our Rules set out what we do and who can complain, and the time limits for submitting a complaint. There are some complaints which we can't look at, and some complaints which we won't normally look at. The Rules also allow us to terminate or suspend consideration of a complaint in certain circumstances.
This Guidance Note explains what some of the terms we use in our Rules mean and how we apply our Rules. It gives some examples to show how we decide what we can and can't look at.
The Guidance Note should be read together with the Rules. If there is any conflict between this Guidance Note and the Rules then the Rules take priority.
The Guidance Note includes some information about our review process. You can find further information about our processes on our website.
If you prefer to read the Guidance Note in document form, you can view it as a pdf:
Contents
- The student complaints scheme
- Rule 1 - What we do
- Rule 2 - Who can complain?
- Rules 3, 5 and 18 - Higher education providers
- Rules 4 and 5 - Complaints we can and cannot review | (see also paragraphs 14.4 and 17-21)
- Rule 6 - Complaints we may decide not to review
- Rule 7 - Completing the higher education provider’s internal processes
- Rule 8 - Time limits
- Rule 10 - Initial consideration of the complaint
- Rules 9, 11, 12 and 13 - Review process
- Rule 14 - Recommendations
- Rule 15 - Conclusion of the review
- Rule 16 - Terminating or suspending the review
- Rule 16 - Reconsidering our decision to suspend or terminate the review
- Rule 16 - Withdrawing the complaint
- Rule 16A - Additional Rules that apply to Large Group Complaints
- Rule 17 - Charges and fees
- Rule 19 - The Board
- Rule 20 - The Independent Adjudicator
- Rule 21 - Publishing and sharing information