Complaints & Appeals – Welfare Academy

Welfare Health and Safety Academy ( Welfare Academy) is committed to providing a fair, transparent and timely process for handling student complaints and academic appeals. We aim to resolve concerns quickly and effectively.

Informal Resolution

First Contact Route

Raise concerns informally with:

  • Module tutor
  • Student support services
  • Programme leader
  • Administration team

Many issues can be resolved quickly through discussion and clarification.

Response Timelines

We aim to:

  • acknowledge informal concerns within
    5 working days; and
  • provide an initial response or proposed resolution within 10 working days where possible.

Formal Complaint

1

Submit Complaint

Submit in writing with full details and any supporting evidence.

2

Investigation

We will acknowledge, review and investigate the complaint fairly and independently.

3

Evidence

You may submit documents, emails, feedback or other relevant evidence.

4

Outcome

We will provide a written outcome with findings and any actions taken.

5

Timelines

Acknowledgement within 5 working days. Response within 20 working days.

Appeal Process

Review Rights

You can request a review of eligible academic decisions where there is evidence of procedural irregularity, error or exceptional circumstances.

Investigation

Submit your appeal in writing with clear grounds and supporting evidence.

Evidence

If you remain dissatisfied, you may request a further internal review where applicable.

External Review (OIA)

If you remain disastisfied after completion of internal procedures, you may be able to complain to the Office of the Independent Adjudicator for Higher Education (OIA).

The OIA is an independent body that reviews student complaints about higher education providers in England and Wales.

Our Commitment

We will handle all complaints and appeals fairly, confidentially and without fear of disadvantage or retaliation, in accordance with institutional policies and within reasonable timescales.

This plan will be reviewed regularly and updated as necessary. For questions about this plan, please contact us at info@welfarehs.uk.

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Need Help ?

If you have any questions about complaints or appeals, please contact us.

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