Admission Complaints Policy and Procedure

Admissions Complaints Policy and Procedure
  Version Number  IBS/ACPP/2026Apr/V001
  
  Member of Staff Responsible   
 
  Record of Revisions to Policy
  Date  Details  Approved by
April 2026PublishedBoard of Directors
   
April 2026ReviewedBoard of Directors
Jul 2023ReviewedBoard of Directors
   
  Date of Current Policy  April 2026
  
  Next Review Date  April 2027
  Review to be approved by  Board of Directors

1. Purpose

This policy explains how applicants can raise a complaint if they believe that IBS’s admissions process has not been handled fairly, transparently, or in line with published procedures.

IBS is committed to a fair, inclusive, and transparent admissions process. Where an applicant is dissatisfied with how an admissions decision was reached (rather than the decision itself), they have the right to raise a concern and have it considered properly.

This policy is publicly available and provided to all prospective students.

2. Scope and Definition of an Admissions Complaint

An admissions complaint is a concern about:

  • An administrative or procedural error in the handling of an application;
  • Staff conduct during the admissions process (including interviews);
  • Failure to follow published admissions procedures;
  • Concerns relating to equality, diversity, or admissions fairness.

The following are not normally considered under this policy:

  • Disagreement with academic judgement (for example, not meeting entry requirements);
  • Complaints made in bad faith or without reasonable grounds;
  • Matters that are subject to legal proceedings.

3. Key Principles

IBS will ensure that admissions complaints are handled:

  • Fairly, respectfully, and without discrimination;
  • By staff not directly involved in the original admissions decision where possible;
  • In a timely and transparent manner;
  • With appropriate confidentiality;
  • Without disadvantage to the applicant in any future application.

Reasonable adjustments will be made for applicants with disabilities or specific needs on request.

4. Admissions Complaints Procedure

Stage 1: Informal Resolution

Applicants are encouraged to first raise their concern informally with the Admissions Officer. Many issues can be resolved quickly at this stage.

IBS aims to respond within 5 working days.

Stage 2: Formal Complaint

If the issue is not resolved informally, the applicant may submit a formal written complaint within 7 calendar days of the Stage 1 response.

The complaint must include:

  • Applicant’s full name and contact details;
  • Date of the admissions application and decision;
  • Clear grounds for the complaint, with supporting evidence where available;
  • The outcome being sought.

5. Admissions Complaints Panel

A formal complaint will be reviewed by an Admissions Complaints Panel, normally consisting of:

  • The Director (or nominee); and
  • A senior academic or manager not involved in the original admission decision.

The Panel will:

  • Acknowledge the complaint within 5 working days;
  • Investigate the matter fairly and impartially;
  • Provide a written outcome within 15 working days of receipt.

If the complaint is complex and requires longer, the applicant will be informed of the revised timescale and reason.

6. Outcome and Completion of Procedures

The written outcome will explain:

  • Whether the complaint is upheld, partially upheld, or not upheld;
  • The reasons for the decision;
  • Any action to be taken, where appropriate.

This response will constitute a Completion of Procedures letter.

7. External Review

If the applicant remains dissatisfied after completing IBS’s internal procedure, they may be able to request an external review by the Office of the Independent Adjudicator for Higher Education (OIA), where IBS is within the OIA’s remit, or the appropriate external body.

Details of how to complain to the OIA will be included in the Completion of Procedures letter.
IBS will cooperate fully with any external review.

8. Record Keeping and Monitoring

IBS will retain records of admissions complaints for monitoring purposes and to support continuous improvement, in line with data protection requirements.

Complaint Form: https://theibs.uk/ibs_formal_complaint_form/