Student Complaints Policy and Procedure
| Student Code of Conduct | ||
| Version Number | IBS/SCPP/2026Apr/V001 | |
| Member of Staff Responsible | Pinar Yazgan | |
| Record of Revisions to Policy | ||
| Date | Details | Approved by |
| Apr 2026 | Published | Board of Directors |
| Apr 2026 | Reviewed | Board of Directors |
| Date of Current Policy | April 2026 | |
| Next Review Date | April 2028 | |
| Review to be approved by | Board of Directors | |
| Related IBS Policies: Student Code of Conduct Academic Appeals Policy Student Protection Plan Student Disciplinary Policy Equality, Diversity and Inclusion Policy Anti‑Harassment and Anti‑Bullying Policy Safeguarding and Prevent Policy Reasonable Adjustments Policy Data Protection Policy | External Reference Points: UK Quality Code for Higher Education (QAA, 2024) Office of the Independent Adjudicator (OIA) – Good Practice Framework Data Protection Act 2018 Equality Act 2010 |
1. Purpose of the Policy
1.1 International Business School (IBS) is committed to providing a high‑quality student experience that values fairness, transparency, and student engagement.
1.2 IBS recognises that complaints may arise from time to time. This policy sets out:
- how students can raise complaints;
- how complaints are handled fairly and consistently; and
- the routes available for appeal and independent review.
1.3 This policy complies with OfS Condition E1, ensuring students are treated fairly and that complaints processes are clear, accessible, and timely.
2. Who Can Make a Complaint?
2.1 This policy applies to:
- currently registered IBS students; and
- students who have recently completed their studies, provided the complaint is submitted within the specified time limits.
3. Definition of a Complaint
3.1 A complaint is defined as:
An expression of dissatisfaction by one or more students about something IBS has done or failed to do, or about the standard of service provided by or on behalf of IBS.
3.2 Complaints may relate to:
- teaching and learning experience;
- academic or support services;
- administrative processes;
- facilities and resources;
- failure to meet stated obligations or published standards.
3.3 General concerns should, wherever possible, be raised informally with relevant staff or student representatives before entering the formal complaints process.
4. Matters Not Covered by This Policy
The following are excluded and covered by separate procedures:
4.1 Academic Appeals – handled under the Academic Appeals Policy.
4.2 Harassment or Bullying – handled under the Anti‑Harassment and Anti‑Bullying Policy.
4.3 Whistleblowing – handled under the Whistleblowing Policy.
4.4 Data Protection Requests – managed by the Data Protection Officer.
4.5 Admissions Decisions – handled under the Admissions Policy.
4.6 Withdrawal Decisions – covered by the Engagement, Attendance and Withdrawals Policy.
4.7 Legal Proceedings – matters already subject to court or tribunal proceedings (unless paused).
5. General Principles
5.1 Timeliness and Transparency
Complaints are handled promptly through clear and published procedures.
5.2 Good Faith
Students will not be disadvantaged for submitting complaints made in good faith. Vexatious or malicious complaints may result in disciplinary action.
5.3 Impartiality
Complaints are investigated by staff with no prior involvement.
5.4 Confidentiality and Privacy
Information is shared only with those who need it to investigate or resolve the complaint.
5.5 Anonymity
Anonymous complaints cannot normally be investigated.
5.6 Third‑Party Complaints
Complaints may only be made by third parties with written consent from the student.
6. Advice and Support
Students considering a complaint are encouraged to seek advice from:
- Dean of Students
- Student Success Tutors
- Programme Leaders or Academic Staff
7. Representation
7.1 Students may be accompanied to meetings by a friend or supporter (not a legal representative).
7.2 IBS must be notified of the representative at least 48 hours in advance.
8. Complaints Against Staff
8.1 Complaints involving staff are handled fairly, ensuring:
- presumption of no fault until investigation conclusion;
- right of response;
- right to accompaniment;
- confidentiality throughout the process.
8.2 Where upheld, complaints may lead to action under the Staff Disciplinary Policy.
9. Staff Involvement
Staff may be required to provide information or act as witnesses and are expected to cooperate fully.
10. IBS Complaints Procedure: Overview
The procedure consists of three stages:
- Stage 1: Informal Conciliation
- Stage 2: Formal Complaint
- Stage 3: Appeal
10.1 Stage 1 – Informal Conciliation
10.1.1 Students should raise concerns as soon as possible (normally within 10 working days).
10.1.2 Complaints should be raised with relevant staff or via the Dean of Students Office.
10.1.3 IBS aims to resolve Stage 1 complaints within 10 working days.
10.1.4 Students are informed in writing of the outcome and their right to escalate.
10.2 Grounds for Escalation
Escalation will only be permitted where:
- new evidence is available;
- informal resolution was inappropriate or insufficient;
- there was a procedural irregularity; or
- the resolution offered did not adequately address the complaint.
10.3 Stage 2 – Formal Complaint
10.3.1 Stage 2 complaints must be submitted within 10 working days of the Stage 1 outcome using the official form.
10.3.2 Extensions are only granted in exceptional circumstances.
10.4 Stage 2 Investigation
10.4.1 An independent investigator is appointed.
10.4.2 The investigation includes evidence review and interviews.
10.4.3 Outcomes may include:
- complaint dismissed;
- complaint not upheld;
- complaint upheld or partly upheld with recommendations.
10.4.4 Students receive a written outcome within the specified timelines.
10.5 Stage 3 – Appeal
10.5.1 Appeals must be submitted within 10 working days of the Stage 2 outcome.
10.5.2 Appeals are considered by the Provost or nominee.
10.5.3 Outcomes are normally issued within one calendar month.
10.5.4 Completion of Procedures letters are issued at the conclusion of Stage 3.
11. Awarding Partner Complaints Procedures
11.1 Where applicable, students may be required to complete an awarding‑partner complaints procedure before requesting external review.
12. Independent External Review (OIA)
12.1 Once internal procedures are exhausted, students may apply to the Office of the Independent Adjudicator for Higher Education (OIA).
12.2 Applications must be submitted within 12 months of the Completion of Procedures letter.
13. Reporting
13.1 The Dean of Students reports annually to Academic Board on:
- number and outcomes of complaints;
- OIA cases and outcomes;
- service improvement actions.
14. Roles and Responsibilities
Responsibility for this policy lies with:
- Dean of Students
- Provost / nominee
- Academic Quality and Standards
15. Student Responsibilities
Students are responsible for:
- familiarising themselves with this policy;
- adhering to timelines;
- engaging constructively with the process.
16. Monitoring and Review
This policy is reviewed regularly to ensure compliance with OfS requirements and continuous improvement.
17. Data Protection and Confidentiality
All complaints are handled in accordance with UK GDPR and the Data Protection Act 2018. Information is disclosed only where necessary and lawful.
18. Alternative Formats
This policy is available in alternative formats upon request.