3The Rules use the phrase “internal processes”, which includes:
- student complaints,
- academic appeals,
- academic and non-academic disciplinary matters,
- fitness to practise,
- fitness to study,
- breaches of codes of conduct and regulations.
This is not an exhaustive list.
The basic principle is that the provider should issue a COP Letter at any point where the student has reached the end of the line and there are no further steps that they can take internally. In this guidance, where we refer to “complaint or appeal” we mean any internal process which might lead to a complaint to us.