The School of Pan African Studies (the “School”) is committed to providing a high-quality educational experience centered on African development, philosophy, and politics. We recognize, however, that there may be occasions when students feel that our services or facilities have not met the expected standards.

 

This Student Complaints Procedure is designed to provide a transparent, fair, and efficient mechanism for students to raise concerns and for the School to resolve them promptly. This procedure is aligned with the requirements of the Office for Students (OfS) and the principles of consumer protection law.

 

This procedure applies to all registered students of the School of Pan African Studies.

 

2.1 What is a complaint?

 

A complaint is an expression of dissatisfaction by a student about:

• the standard, quality, or delivery of teaching, learning resources, supervision, or academic support (where the issue is not about a specific mark/grade decision);
• administrative services, communications, or School processes (e.g., enrolment, timetabling, student support, issuing documentation);
• the conduct or behaviour of School staff, associates, contractors, or people acting on behalf of the School;
• the accuracy, clarity, or completeness of information provided in marketing materials or course descriptions;
• School facilities or online learning environment (where relevant).

 

2.2 What is not covered by this procedure?

 

Exclusions:

 

• Academic Appeals: Concerns regarding the marks or grades awarded for assessments are handled under the Academic Appeals Policy.
• Harassment/Misconduct: Reports of harassment or sexual misconduct are handled under the Harassment and Sexual Misconduct Policy.
• Matters already decided by another process: Where another School policy has been used to reach a decision (e.g., disciplinary or fitness-to-study processes), this procedure will not be used to re-open the decision except where there is clear evidence of a procedural issue that was not addressed.
• Anonymous complaints: The School may be unable to investigate anonymous complaints fully; however, we may still consider any concerns raised where it is reasonable and practicable to do so.
• General feedback: Suggestions or comments that do not express dissatisfaction about a specific issue should be shared through the School’s feedback channels and are not treated as complaints under this procedure.
• Fairness: All complaints will be treated seriously and handled with impartiality.
• Confidentiality: Information disclosed during the process will be shared only with those necessary to investigate and resolve the complaint.
• Non-Retaliation: No student will be disadvantaged or penalized for raising a complaint in good faith.
• Timeliness: The School aims to resolve all complaints as quickly as possible within the specified timeframes.

 

Most concerns can be resolved quickly through informal discussion. Students are encouraged to raise any issues as soon as they arise and, where appropriate, to try to resolve the matter directly with the relevant staff member or department first.

 

• Action: The student should contact their Course Leader, Tutor, or the relevant department head via email within ten (10) working days of the incident occurring (or becoming aware of it).
• Response: The staff member will attempt to resolve the issue informally and will typically provide a response within five (5) working days.
• Outcome: If the student is satisfied with the proposed solution, the matter is considered closed.
• If not resolved: Where the issue cannot be resolved at Stage 1, students can progress to Stage 2 (Formal Complaint).

 

If the matter is not resolved at Stage 1, or if the complaint is too serious for informal resolution, the student may lodge a formal complaint.

 

• Submission: The student must submit a written formal complaint to the School Administration (info@panafricanstudies.net) using the “Student Complaint Form.” This should normally be done within ten (10) working days of receiving the Stage 1 response (or, if Stage 1 was not appropriate, within ten (10) working days of the incident occurring or becoming aware of it).
• What to include: The complaint should include a clear statement of the issue, relevant dates, any steps taken at Stage 1 (if applicable), evidence supporting the complaint (e.g., emails, screenshots), and the desired outcome.
• Acknowledgement: The School will acknowledge receipt of the formal complaint, normally within five (5) working days, and will confirm who is handling the case and the next steps.
• Investigation: A designated Senior Academic Lead or Manager, who has had no prior involvement in the case, will investigate. The investigator may request further information and/or meet with the student (online) to clarify the issues.
• Response timeframe: The School will provide a formal written response within twenty (20) working days of acknowledging the complaint. If the complaint is complex and this timeframe cannot be met, we will inform the student of the reasons for delay and provide an updated timeframe.
• Outcome: The Stage 2 outcome will set out the decision, reasons, any remedy (where appropriate), and any actions the School intends to take, including steps for service improvement where relevant.

 

If the student remains dissatisfied with the Stage 2 outcome, they may request an Internal Review.

 

• Grounds for Review: A review may only be requested if:
• Submission: The request must be submitted to the Founder or the Governance Board within ten (10) working days of the Stage 2 decision.
• Final Decision: The reviewer will issue a “Completion of Procedures” letter within fifteen (15) working days, representing the final internal decision of the School.

 

7.1 Completion of Procedures (CoP) letter

 

Once Stage 3 is completed, the School will issue a formal “Completion of Procedures” (CoP) letter. This letter confirms that the School’s internal complaints process has been exhausted and will:

 

• summarise the complaint and the final decision;
• confirm the date of the final decision;
• explain the student’s right to request an external review (where applicable);
• provide information about how to take the complaint to the Office of the Independent Adjudicator for Higher Education (OIA) and the relevant time limit.

 

7.2 External review: Office of the Independent Adjudicator for Higher Education (OIA)

 

If the student remains dissatisfied after receiving a CoP letter, they may be able to refer their complaint to the Office of the Independent Adjudicator for Higher Education (OIA) for an independent review, provided the School is a member of the OIA scheme.

 

Students must normally bring their complaint to the OIA within twelve (12) months of the date of the CoP letter. Details on how to contact the OIA and how to submit a complaint will be included in the CoP letter.

 

The School of Pan African Studies views complaints as an opportunity to reflect on our educational delivery and administrative processes. Anonymized reports on the volume and nature of complaints are reviewed annually by the Governance Board to ensure we maintain our commitment to epistemic justice and world-class professional development.

 

9.1 Support for students

 

Students are encouraged to seek support throughout this process. This may include:

• asking a student representative (where available) or a trusted peer to help them understand the procedure and prepare their complaint; and/or
• seeking guidance from the School Administration on how the process works (note: the Administration cannot provide legal advice).

 

9.2 Contact information

 

For assistance with this procedure, students may contact:School of Pan African Studies Administration

 

Email: info@panafricanstudies.net

Website: panafricanstudies.net