What if the provider makes an offer to the student in an attempt to settle the complaint?
6If the student accepts the offer then the provider may issue a COP Letter confirming the settlement, if the student requests one. It is very unlikely that we would agree to review a complaint in such circumstances. However each complaint will be considered on its merits.
If the student rejects the offer, or has not responded by the date the offer expires, the provider should issue a COP Letter. This should include a summary of the settlement proposals. (If they were made on a “without prejudice” basis this should be brought to our attention). The COP Letter should say whether or not the provider is willing to keep the offer open while we consider the complaint.