In this section
Good Practice Framework
Our guidance on handling complaints and academic appeals, as well as new chapters which complement the Framework
Learning from our casework
Guidance, notes and summaries around complaints relating to subject and student specific matters
Case summaries
View examples of cases we receive and how we resolve them. These include our public interest cases and case summaries.
Latest guidance and notes
Casework note: Complaints relating to harassment and sexual misconduct
This casework note discusses some of the issues and learning points we see arising from complaints about harassment and sexual misconduct.
Casework note: Complaints relating to student transfer
The casework note sets out some of the issues we see in the complaints we review from students who have transferred to a new course, campus or provider before completing their studies
Casework note: Complaints related to service issues including consumer rights
This casework note sets out some of the issues we see in complaints around service issues which includes consumer rights
Strategy and Reporting
Annual Reports
View our latest Annual Report with summarises our activity over the previous year
Annual Statements
Each year, we publish information about our members' records in handling complaints and appeals for the preceding year
Operating Reports and Plans
Reports and plans set out in accordance with our aims in our Strategic Plan
News and updates
