8. Academic appeals and student complaints

8.1 Appeals

8.1.1 An appeal is defined as a 'request for a review of a decision by a body charged with making decisions on student progression, assessment and awards'.

8.1.2 The Academic Board is ultimately responsible for approving the academic appeals procedures. It is also the final arbiter within the ifs University College on decisions relating to individual cases.

8.1.3 A student may appeal against decisions of Module or Programme Assessment Boards on the following grounds:

i. That there are extenuating or other circumstances potentially affecting the student which were not known to, and could not have been brought to the attention of, the academic body when it made the decision concerned;

ii. That there has been an administrative error or other irregularity in the conduct of an examination or processing of marks, grades or classification of award.

8.1.4 An appeal which is based simply on a challenge to the academic judgement of the examiner(s) will not be entertained.

8.1.5 Information and guidance on the process for making an appeal can be found in Chapter 13 (Academic appeals and student complaints) of the ifs University College Code of Practice for Quality Assurance.

8.2 Complaints

8.2.1 The ifs University College recognises that its students may not always be satisfied with the service they receive and is committed to ensuring that complaints are dealt with effectively and consistently and in a timely manner with due regard to potential conflicts of interest. Further details, including the ifs University College's Customer Service Statement, are published on ifs University College website.

8.2.2 A complaint is defined as any specific concern about the provision or delivery of a programme of study or related academic service other than an 'appeal'.

8.2.3 The student is obliged to familiarise him/herself with all of the course and/or assessment regulations, deadlines or other requirements. A complaint cannot be based on ignorance or course regulations or these general and academic regulations and other published procedures, such as assessment requirements and submission deadlines.

8.2.4 The Academic Board is ultimately responsible for approving the complaints procedures. It is also the final arbiter within ifs University College on decisions relating to individual cases where those cases are unresolved by the Complaints Review Group.

8.2.5 Information and guidance on the process for making a complaint can be found in Chapter 13 (Academic appeals and student complaints) of the ifs University College Code of Practice for Quality Assurance.