AES Complaints and Academic Appeals Policies

Introduction

At AES, we strive to provide a positive and enriching experience for all our students. We understand that concerns may arise from time to time, whether related to academic or non-academic matters. This document outlines our policies for raising and resolving complaints and academic appeals. Both processes are designed to be transparent, fair, and efficient, ensuring all issues are addressed in a timely and respectful manner. Students are encouraged to engage with these processes to resolve issues and contribute to the ongoing enhancement of AES services and academic standards.

Scope

This policy applies to all students, interns, employees, and other individuals associated with AES. It covers two distinct processes: the Complaints Policy (for concerns about AES services, administrative processes, or general student experience) and the Academic Appeals Policy (for concerns about academic decisions).

These policies apply to AES (University of Connecticut School of Record) programmes. It may also apply to other programmes hosted by AES; however, partner universities may mandate the use of their own policies and procedures rather than those given here. Students will be told which policies and procedures apply at the start of their programme.

1. AES Complaints Policy

Objective: The Complaints Policy aims to resolve concerns related to AES services, administrative processes, or general student experience.

Nature of Complaints

Examples of relevant complaints include:

· Administrative processes or delays.

· Poor customer service or miscommunication.

· Unprofessional conduct by staff or faculty.

· Physical or environmental issues (e.g., AES facilities).

· General dissatisfaction with AES services.

Complaints Procedure:

1. Informal Resolution

· Individuals are encouraged to address concerns informally by discussing the issue directly with the relevant person (e.g., faculty, internship managers, AES staff).

· Open communication is encouraged to promote early resolution.

2. Formal Complaint Submission

· If informal resolution does not resolve the matter, a formal complaint can be submitted in writing via the <LINK TO ONLINE COMPLAINTS FORM>.

· The complaint should include specific details, such as the nature of the issue, individuals involved, and any actions taken to resolve the matter informally.

3. Investigation

· AES will appoint a staff member to investigate the complaint fairly.

· The investigator will gather relevant information from all parties involved and may conduct interviews if necessary.

· AES will inform the home university.

4. Resolution and Feedback

· AES will provide a written response to the complainant within 10 working days, outlining the findings and actions taken or recommended and signposting the option for a review (see below).

5. Review Stage

· If the complainant is not satisfied with the resolution, they may request a secondary review from a senior staff member.

· The issue may also be escalated to the home university.

· The reviewer will provide a written response to the complainant within 10 working days of the request for a review being received.

6. Confidentiality

· All complaints will be treated confidentially, with information shared only with those directly involved in the resolution process.

· All complaints will be treated in accordance with the AES Privacy Policy.

7. Continuous Monitoring and Review

· AES monitors and reviews the complaints process regularly to ensure it is effective and contributes to ongoing improvements. Feedback from complaints helps enhance the student experience.

2. AES Academic Appeals Policy

Objective: The Academic Appeals Policy provides a structured process for students to appeal academic decisions that affect their grading.

Grounds for Appeal

A student may submit an academic appeal if they believe:

· A procedural error or irregularity affected the academic decision.

· There is evidence of bias or unfair treatment in the assessment process.

· Exceptional or mitigating circumstances were not considered.

· The penalty for academic misconduct is disproportionate to the offense.

Note that there is no appeal against academic judgement. If a student is simply unhappy with their assigned grade, they should discuss this with the relevant faculty member.

Academic Appeals Procedure:

1. Informal Resolution

· Students are encouraged to discuss their concerns informally with the relevant faculty member in the first instance, within 5 working days of receiving the academic decision.

· Many issues can be resolved through clarification or reconsideration at this stage.

2. Formal Appeal Submission

· If informal resolution does not resolve the issue, the student may submit a formal appeal in writing via <LINK TO ONLINE COMPLAINTS FORM> within 10 working days of receiving the academic decision.

The appeal must include:

· A clear statement of the grounds for appeal.

· Supporting evidence (e.g., medical documentation, assessment feedback).

· Any previous steps taken to resolve the issue informally.

3. Investigation

· AES will appoint the Director of Studies or another member of teaching faculty to investigate the appeal.

· The panel may consult relevant staff, review assessment records, and consider any evidence submitted.

· The student may be invited to provide further clarification if necessary.

· AES will inform the home university.

4. Outcome Notification

· AES will provide a written response within 10 working days of the appeal being received, outlining the investigation’s findings and rationale, and any changes to the academic decision (if applicable).

· The response will signpost the option for a review (see below).

5. Review Stage

· If the student is dissatisfied with the outcome, they may request a secondary review by which will be conducted by the Vice-President Academic Affairs or deputy.

· The reviewer will provide a written response to the complainant within 10 working days of the request for a review.

· The issue may also be escalated to the home university.

6. Confidentiality and Fairness

· All academic appeals will be handled confidentially, ensuring that only those directly involved in the resolution process are informed.

· No student will face repercussions for submitting a legitimate academic appeal.

· All complaints will be treated in accordance with the AES Privacy Policy.

7. Continuous Review and Improvement

· AES regularly evaluates the academic appeals process to ensure fairness and transparency, aligning with best practices in higher education. Feedback from academic appeals is used to improve policies and student support services.

Click here to view the AES Mitigating Extenuating Circumstances