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The Student Complaint Policy is a crucial document required by educational institutions operating in England and Wales to ensure fair and transparent handling of student grievances. This policy document is necessary to comply with requirements set by the Office for Students, the Quality Assurance Agency, and the Office of the Independent Adjudicator. It provides structured procedures for addressing student complaints, protecting both student and institutional interests, and ensuring compliance with relevant legislation including the Higher Education Act 2004, Consumer Rights Act 2015, and Equality Act 2010.

1. Introduction and Purpose: Outlines the policy's scope and objectives, including regulatory context and commitment to fair complaint handling

2. Definitions: Defines key terms used throughout the policy including 'complaint', 'complainant', 'working days', and types of complaints

3. Scope and Eligibility: Details who can make complaints and what issues are covered or excluded by the policy

4. Principles: Core values and approaches governing complaint handling, including fairness, timeliness, and confidentiality

5. Complaint Procedure Stages: Step-by-step process for handling complaints, from informal resolution to formal investigation and appeal

6. Timeframes: Specific time limits for filing complaints, institutional responses, and appeals

7. Rights and Responsibilities: Details the obligations and rights of complainants, staff, and the institution during the complaint process