UK/EU Admissions and International Admissions Office Complaints and Appeals Procedure

1. The complaints process and appeals procedure for applicants is outlined below.  Applicants will not be disadvantaged in any way because they have used the procedure.
   1. These processes apply both for applicants to Anglia Ruskin courses and applicants to our National Scholarship Programme (NSP) and UK/EU Fee Waivers
2. Complaints
   1. Anglia Ruskin will respond to all complaints received from applicants.  A complaint is defined as a specific concern relating to the service or facilities offered by Anglia Ruskin or by a member of its staff.
   2. An applicant wishing to register a complaint must do so in writing.  UK or EU applicants should contact the Head of UK/EU Admissions and international applicants should contact the Head of International Admissions. If the complaint is in relation to the Head of UK/EU Admissions or the Head of International Admissions, the applicant must write to the Pro Vice-Chancellor, Corporate and International Development.
   3. Complaints must be received within the admissions cycle in which the application is being made.  The applicant must provide the following information:
      • Name and address
      • UCAS number or Student Identification Number
      • The grounds for the complaint
      • The remedy which the applicant considers appropriate
   4. All relevant information must be included at the time of submission of the complaint.
   5. The letter of complaint must be signed by the applicant themselves.  Complaints from third parties are not considered unless written authorisation has been received from the applicant.
   6. The applicant receives a letter from UK/EU Admissions or International Admissions acknowledging receipt of the complaint within 5 working days.
   7. The complaint is investigated by the Head of UK/EU Admissions or  the Head of International Admissions and the complainant receives a written response within 10 working days of receipt of the complaint.
   8. Should the applicant wish to pursue the complaint after the written response is received, the applicant must write to the Pro Vice-Chancellor, Corporate and International Development explaining the reason for their dissatisfaction.
   9. The decision of the Pro Vice-Chancellor, Corporate and International Development is final and is communicated to the applicant within 10 working days.
   10. All information relating to the complaint is stored in accordance with the Data Protection Act (1998).
3. Appeals
   1. Applicants cannot appeal against academic or professional judgement.  Applicants may appeal against an admissions decision only if the appeal relates to:
      • Procedural irregularity - Anglia Ruskin is considered not to have adhered to its procedures
      • Emergence of new information - new information has emerged which was not available at the time of application and which may alter the decision.  The reasons why this information was not available at the time of application must be given.
      • Evidence of discrimination or bias.
   2. Applicants may appeal against a decision not to award an NSP, UK/EU, fee waiver or International Merit Scholarship only if the appeal relates to:
      • Procedural irregularity - Anglia Ruskin is considered not to have adhered to its procedures
      • Emergence of new information - new information has emerged which was not available at the time of application and which may alter the decision.  The reasons why this information was not available at the time of application must be given.
      • Evidence of discrimination or bias.
   3. Applicants wishing to appeal against an admissions decision must do so in writing to the Head of UK/EU Admissions or the Head of International Admissions.
   4. Appeals must be received within the admissions cycle in which the application is being made.
   5. The applicant must provide the following information:
      • name and address
      • UCAS number or Student Identification Number
      • the grounds for their appeal
      • how procedures were not followed;
      • what new information should be considered and the reasons why this was not available at the time of the application;
      • details of discrimination or bias at the time of application
      • all relevant information must be included at the time of submission of the appeal
   6. The letter of appeal must be signed by the applicant themselves.  Appeals made by third parties are not considered unless written authorisation has been received from the applicant.
   7. The applicant receives a letter acknowledging receipt of the appeal within 5 working days.
   8. The appeal is considered by the Head of UK/EU Admissions or the Head of International Admissions.  If the Head of UK/EU Admissions or the Head of International Admissions considers there are no grounds for appeal the applicant is informed of this decision in writing within 10 working days.
   9. If the Head of UK/EU Admissions or the Head of International Admissions considers there are valid grounds for appeal this will be investigated and may involve Admissions Tutors and/or Admissions Officers as appropriate.
   10. The Head of UK/EU Admissions or the Head of International Admissions informs the applicant in writing of the outcome of the investigation within 20 working days.  If for any reason the investigation continues beyond this deadline, the applicant is informed of the reason for the delay and when they can expect a decision.
   11. Should the applicant wish to pursue the appeal after the written response is received, the applicant must write to the Pro Vice-Chancellor, Corporate and International Development explaining the reason for their dissatisfaction.
   12. The decision of the Pro Vice-Chancellor, Corporate and International Development is final and is communicated to the applicant within 10 working days.
   13. All information relating to the appeal is stored in accordance with the Data Protection Act (1998).