Concerns, Complaints and Appeals

Concerns

Whatever the type of concern that a student might have, if necessary, we are very happy to arrange an informal face to face chat to see if we can resolve the matter quickly. Particularly for assessment appeal enquiries, our Academic Administration team (academic.admin@bil.ac.uk) based at 7 Bedford Square are available to provide advice and guidance – students can send an email with their enquiry in the first instance. For complaints related to academic study, we would suggest that students firstly talk or arrange to meet their lecturer – or if more appropriate, their Module or Course Leader. Other areas of complaint can be raised with the Student Staff Liaison Manager (antony.charles@bil.ac.uk) based at Dilke House.

Should a student feel that would like independent and impartial advice, they should visit the Student Guild at Dilke House or email them at guild.manager@bil.ac.uk.

Like all higher education providers in the UK, the QAA Quality Code states we must meet certain Expectations for Concerns, Complaints and Appeals. These are:

QAA Quality Code Expectations

For Quality:

  • Courses are well-designed, provide a high-quality academic experience for all students and enable a student’s achievement to be reliably assessed.
    • A student’s experience of their course is a complex interaction of their expectations, the information they have received before and during the course,
      and their experiences. A student may have experiences that lead to either complaints or appeals around this area.
  • From admission through to completion, all students are provided with the support that they need to succeed in and benefit from higher education.
    • Handling concerns, complaints and appeals is a very challenging area, both with regards to ensuring individual requirements are understood and met
      and establishing a model of working in partnership with the student to achieve this aim.

What’s next?

Within the Expectations above, the QAA Quality Code also sets out Core Practices that we need to meet. See How we do things for our approaches in meeting these Core Practices.