Definitions
QAA distinguishes between appeals (also known as representations) and complaints:
- A complaint is an expression of an individual’s dissatisfaction with their experience of dealing with QAA. It may be on behalf of the individual’s institution.
- An appeal (or representation) is a challenge by an Approved Education institution or Education Institution to the outcome of a QAA review or to another decision made by QAA.
Complaints
QAA is committed to providing the best possible service, and to working in an open and accountable way. One of the ways in which we continue to improve our service is by listening to the views of our members, stakeholders and customers. This includes responding positively to complaints and putting mistakes right. If you are not satisfied with any aspect of our work, please let us know.
First, you should contact the person you have been dealing with at QAA, so they can assist you and try to find a resolution. If you are not satisfied with the explanation you receive and the resolution, you can contact the QAA Governance team to lodge a formal complaint.
All stakeholder complaints will be handled consistently and in line with QAA’s complaints procedure.
If the complaint is about QAA as the Quality Assurance Provider, this should be made directly to the NMC. Find out how on the NMC website.
Appeals
If you wish to appeal a final decision on programme approval made by the NMC, please contact the NMC.