Section 1: Purpose and scope

This procedure aims to make sure that a student has a process to follow if they need to make a complaint about any aspect of their experience whilst studying with The Institute of Sports Humanities (ISH).

For students studying with one of our collaborative partners, they may use this procedure to complain about something the partner has or has not done. ISH will review the complaint and refer to the reasons given for asking for the review. ISH will decide if the partner has followed their own procedures and whether the outcome of the complaint is reasonable in all the circumstances.

ISH will consider complaints from students for up to one month after a student has graduated from ISH.

Section 2: The procedure cover

A student may raise concerns about any aspect of their experience except matters of academic judgement.

A complaint must always be raised in the first instance by the student. If a registered student then wishes to appoint a representative for the duration of the complaint, for example, a student representative, family member or elected officer, the student may do so. If a representative is appointed, all future correspondence will be directed only to the representative. This complaints procedure is not a legal process and so it is not necessary for the representative to be a member of the legal profession, however, should a student wish to involve a legal representative, they must let ISH know as soon as possible.

Section 3: Confidentiality

ISH will not investigate anonymous complaints. To fully investigate a complaint, we may need to share the name of the person making the complaint, and any associated documents, with the members of staff who are asked to comment on the matter. ISH will handle all correspondence sensitively and will only reveal the information necessary to each member of staff as appropriate.

If the outcome of a complaint recommends disciplinary action against a student or member of staff, this recommendation will be included in the report into the complaint. Following the disciplinary procedure, only the person making the complaint and anyone else affected will be told the outcome.

ISH expects all parties involved in the complaint to respect and adhere to the confidentiality of the Complaints procedure. People involved may discuss the procedure but are not permitted to share any of the information received as part of the investigation. Institute of Sports Humanities The Old Rectory, Weybridge, United Kingdom, KT13 8DE

Section 4: The procedure

The complaint must first be raised by either speaking or writing to a staff member at ISH. A student can a concern with ISH by email to ish@sportshumanities.org

Complaints should be made within 10 working days from when the matter occurred.

ISH will write to the person making the complaint setting out the next steps for the investigation and confirming the timeline for this to take place.

The Programme Director will investigate the complaint or make arrangements for it to be investigated or dealt with by an impartial member of staff if the Programme Director is the subject of the complaint.

The investigation will be carried out as quickly as is reasonably possible under the ISH procedures.

As part of the investigation into the complaint, the investigating staff member will hold separate meetings with the person making the complaint and any members of staff they believe may have information about the complaint. A representative may be brought to the meeting. ISH will take minutes at the meetings, and these will be shared with the individuals attending.

Once the investigation has been completed, the investigating officer will draft a written report of the findings. The report will be sent to everyone involved in the complaint for them to check whether there are any inaccuracies.

Pending additional comments, a final report will be issued, and a copy of the final report will be sent to all parties.

Following an investigation, three potential outcomes can be reached - that the complaint is Justified, Partially Justified or Not Justified.

If the complaint is found Not Justified, ISH will explain why this is the case and explain the further steps a student can take if they disagree with the decision. This may include suggestions for mediation between all parties, financial compensation, the ability to retake assessments or the reconsideration of previous decisions.

If the report contains recommendations for action, ISH will decide whether to follow them and will write to the student with the decision.

If ISH believes the findings have implications for assessing a students work, ISH will write to the Board of Examiners responsible for progression and award decisions for the student (or students) affected, asking the relevant board to take this into account in the boards decision making. The Board of Examiners may take any action they judge to be appropriate, taking account of the recommendations.

Section 5: Review by OIA

A student may apply to the Office of the Independent Adjudicator for Higher Education (OIA) once ISH have issued a completion of procedures letter. This may be either when the procedures have been completed, or at an earlier time if the student has not met the time stated to continue with the procedures. Institute of Sports Humanities The Old Rectory, Weybridge, United Kingdom, KT13 8DE

A OIA Complaint Form must be completed and sent to the OIA within 12 months of the date of the completion of procedures letter.

The OIA may try to settle the matter before carrying out a full investigation if it believes the matter could be dealt with in this way. Or, if the OIA completes a full investigation, it will provide a ‘complaint outcome’ which may include recommendations to resolve the complaint if your complaint is found Partially Justified or Justified.

Section 6: Withdrawing a complaint

A student may withdraw the complaint at any time by giving written notice to the person to whom the complaint was made with. Once a complaint has been withdrawn the matter is deemed to be closed.