Legal & policies
Complaints & appeals
The two-stage complaints route, response times and external review.
1. Informal first
Raise the issue with the programme lead. Most matters — a deadline, feedback, a timetable — are resolved there within five working days.
2. Stage one: written complaint
If not resolved, write to the institute address marked “Complaint”. It is acknowledged within three working days and answered in writing within fifteen working days.
3. Stage two: review
If you are dissatisfied with the response, ask for a review within ten working days. It is conducted by a member of the programme board who was not involved, with an external member where the matter is academic. The decision is issued within twenty working days and is final internally.
4. Academic appeals
An assessment decision may be appealed on procedural grounds or on evidence of unfairness — not simply on disagreement with the mark. Appeals must be filed within fifteen working days of the result, with the grounds stated.
5. External routes
Consumers may also use the consumer dispute body competent in their country of residence. Nothing in this policy limits that right.
Last updated 3 November 2026.