Professional Documents
Culture Documents
Applicant Complaints and Appeals Policy
Applicant Complaints and Appeals Policy
1.1 The University of Northampton strives to achieve high quality in all its
interactions with applicants. There will, however, be times when an applicant
feels dissatisfied with the service and wishes to complain. The arrangements for
handling complaints described herein are in line with UK Quality Code, reflecting
the principles of natural justice, being as transparent and open as confidentiality
issues permit.
2.1 The Applicant Complaint and Appeal Policy is ultimately the responsibility of
Senate, devolved to the Head of Admissions and Head of International Student
Recruitment & Marketing.
2.2 This Policy covers all applicants for all University of Northampton courses,
including those delivered through Partners. Where the admissions process is
devolved to a Partner, the Head of Student Admissions will normally appoint an
investigator from that Partner organisation in the first instance.
2.3 Complaints and appeals will be handled with due consideration to confidentiality
for both students and staff. Any person named in a complaint will be informed
of its substance and will have the right to contribute to any investigation.
Information contained within the complaint will be made available only to those
members of staff involved in its resolution.
3.0 Definitions
3.1 For the purposes of this Policy, a 'complaint' is defined as the expression of a
specific concern on the application of admissions procedures or a related
admissions service.
3.2 For the purposes of this Policy, an ‘appeal’ is defined as a request for a review of
a decision concerning selection or admission and can be lodged only after such a
decision has been made.
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Applicant Complaints and Appeals Policy
3.3 For the purposes of this policy, where an individual role is named this refers to
that role or a nominee.
4.1 Complaints/appeals should be made no more than ten days after the notification
date of the initial decision made by the University of Northampton, unless there
is a good reason for the delay.
4.2 Appeals and complaints will not be accepted against the academic and/or
professional judgment of the University (e.g. validity of prior qualifications,
interview or audition decisions).
4.3 Appeals and complaints will not be accepted regarding legitimate occupational
health issues or decisions made because of criminal convictions except in
exceptional circumstances.
4.6 Records will be kept in relation to the nature and outcome of complaints and
appeals, the time taken to resolve them and equal opportunities issues such as
gender and ethnic origin of complainants/appellants.
4.7 Applicants should feel confident that they can make genuine submissions
without fear of any reprisal.
4.9 If a complaint/appeal is made by an applicant who is under the age of 18, unless
it is the applicant’s express wish that this should not be done, the University will
notify the parents or guardians of the applicant in writing and keep them
informed of the progress of the complaint/appeal. The University will permit the
parents or guardians of the applicant to act on their behalf during the process,
provided the applicant has confirmed agreement beforehand.
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Applicant Complaints and Appeals Policy
4.10 The University has guidance on the use of compensation and/or refunds in cases
of applicant complaints.
5.3 Where a member of staff is named in a complaint, he/she will be provided with a
copy of the complaint and will be invited to provide a written response, which
will be considered in arriving at a conclusion. The complainant may also be
interviewed.
5.4 The investigation into a complaint/appeal will normally be concluded within one
month of its receipt; the investigator will submit a written report to the Head of
Admissions or Head of International Student Recruitment & Marketing. This
report will include:
5.7 Where a member of staff has been named in the complaint or involved in the
investigation he/she will also be informed of the outcome.
5.8 Admissions complaints are not currently subject to oversight by the Office of the
Independent Adjudicator for Higher Education (See
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Applicant Complaints and Appeals Policy
http://www.oiahe.org.uk/making-a-complaint-to-the-oia/complaints-the-oia-
cannot-look-at.aspx).
5.9 Where the Head of Admissions has a conflict of interest in the case under
consideration, the investigation will be managed by the Academic Registrar or
Head of International Student Recruitment & Marketing, who will also make the
decision on the outcome of the complaint/appeal.
6.2 The Head of Admissions will maintain oversight when the complaint/appeal
relates to applications processed by his/her team (Home UG and PGT
Admissions, All PGR admissions, All DL admissions, All Partner admissions)
6.3 The Head of International Student Recruitment & Marketing will maintain
oversight when the complaint/appeal relates to applications processed by
his/her team (Overseas UG and PGT Admissions)
9.0 Appendices
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Applicant Complaints and Appeals Policy
Summary Sheet:
Policy Title:
Applicant Complaints and Appeals Policy
To set out how and when applicants to University of Northampton courses can
complain against the application of admissions procedures or a related admissions
service, or request a review of a decision concerning selection or admission
Students applying to courses run in collaboration with others (EWO) should use this
policy if they wish to make an applicant appeal or complaint.
Principal contact:
Dawn Mains
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