Equra College London
Version: 1.0
Approved by: Governing Body / Academic Board (as applicable)
Effective from: 20/01/2026
Review date: 20/01/2026
Owner: Head of Student Services / Quality Lead (as applicable)
1. Purpose
Equra College London (“Equra”) is committed to providing a high-quality, inclusive, and supportive learning environment. This procedure explains how students can raise concerns and complaints, and how Equra will respond fairly, promptly, and transparently.
This procedure aims to:
- Resolve issues at the earliest possible stage;
- Ensure complaints are handled consistently and without bias;
- Protect students from disadvantage or retaliation for raising a complaint;
- Enable organisational learning and continuous improvement.
2. Scope
This procedure applies to:
- All registered students and applicants (where relevant);
- Complaints about services provided by Equra, including teaching delivery, learning resources, administrative processes, facilities, student support, conduct of staff, and institutional decisions not covered by academic appeal routes.
This procedure does not normally cover:
- Academic judgment (e.g., disagreement with marks based on academic judgment) — use the Academic Appeals Procedure;
- Academic misconduct outcomes — use the Academic Misconduct Appeals route;
- Disciplinary matters relating to student conduct — use the Student Disciplinary Procedure;
- Matters concerning immediate risk/safeguarding — see the Safeguarding / Student Wellbeing Policy (Equra will still record your concern).
Where a complaint overlaps with another procedure, Equra will decide the correct route and explain the reason in writing.
3. Definitions
- Concern: An issue raised informally seeking quick resolution.
- Complaint: An expression of dissatisfaction requiring a formal response.
- Complainant: The student (or applicant, where relevant) raising the complaint.
- Working day: Monday–Sunday excluding public holidays.
4. Principles
Equra will handle complaints in line with these principles:
- Fairness and impartiality: Decisions based on evidence, not assumptions.
- Accessibility: Reasonable adjustments will be provided where needed.
- Timeliness: Clear timescales and regular updates.
- Confidentiality: Information shared on a need-to-know basis.
- No retaliation: Students will not be penalised for raising a complaint in good faith.
- Outcome-focused resolution: Remedies will be proportionate and practical.
5. Support for Students
Students may be accompanied and supported by:
- A friend, student representative, or adviser (non-legal) at meetings;
- An advocate where reasonable adjustments are required.
Equra may limit accompaniment where it is unreasonable or would undermine the process (e.g., disruptive behaviour), but will propose alternatives.
6. Anonymous Complaints
Equra will consider anonymous complaints where:
- There is sufficient information to investigate; and/or
- The complaint raises serious concerns (e.g., safety, safeguarding, systemic misconduct).
However, anonymity may limit Equra’s ability to investigate fully.
7. Group Complaints
Where a complaint affects multiple students, Equra may:
- Ask the group to nominate a representative; and
- Provide a single coordinated response, while protecting individual confidentiality.
8. Procedure Stages
Stage 0: Early Resolution (Informal Concern)
Aim: Resolve quickly and locally wherever possible.
- Students should raise concerns as soon as possible (normally within 10 working days of the issue occurring).
- The concern can be raised by email, online form, or in person with the relevant team.
- Equra will aim to respond within 10 working days.
If unresolved, the student may escalate to Stage 1 (Formal Complaint).
Stage 1: Formal Complaint (Investigation)
How to submit
A Stage 1 complaint should be submitted via:
- Email: [complaints@equracollege.org.uk] or [info@equracollege.org.uk]
- Online form:
What to include
- Student name and ID (if applicable)
- Programme / course (if applicable)
- Clear description of what happened (dates, times, individuals involved)
- What outcome/remedy you are seeking
- Supporting evidence (emails, screenshots, documents) where available
Time limit
Complaints should normally be submitted within 20 working days of the issue (or of receiving an informal response). If late, Equra may still accept it where there is a good reason.
Acknowledgement
Equra will acknowledge the complaint within 3 working days, confirm the assigned investigator, and provide an expected response date.
Investigation
- The investigator will review evidence and may request additional information.
- Meetings may be arranged (in person/online) if needed.
- Equra will aim to issue a Stage 1 outcome within 15 working days of acknowledgement.
- If additional time is needed (e.g., complex case), Equra will explain the reason and provide a revised timeline.
Stage 1 Outcome Letter
The outcome will include:
- Summary of complaint issues;
- Findings and reasons;
- Any remedy/actions Equra will take (if upheld/partly upheld);
- If not upheld, a clear explanation;
- How to escalate to Stage 2 (Review), including deadlines.
Stage 2: Review (Appeal of Complaint Handling)
Aim: Review the fairness and reasonableness of Stage 1 (not to re-investigate everything unless necessary).
A Stage 2 request must be submitted within 10 working days of the Stage 1 outcome and must state the grounds, such as:
- Procedural irregularity;
- New evidence that could not reasonably have been provided earlier;
- Decision not supported by evidence / clearly unreasonable outcome;
- Remedy not proportionate.
Review process
- A senior reviewer not previously involved will conduct the review.
- Equra will acknowledge within 3 working days and aim to complete Stage 2 within 20 working days.
Stage 2 Outcome
The reviewer may:
- Confirm the original outcome;
- Modify the outcome and/or remedy;
- Refer the matter back for further investigation.
Equra will issue a Completion of Procedures Letter once internal stages are exhausted.
9. Possible Remedies (Examples)
Where a complaint is upheld/partly upheld, Equra may:
- Provide an apology and explanation;
- Correct administrative errors;
- Provide a service improvement or additional support;
- Re-deliver or arrange alternative access to learning resources where appropriate;
- Review staff training, supervision, or processes;
- Consider financial remedies only where appropriate, lawful, and proportionate (handled under a separate refunds/compensation framework if applicable).
10. Safeguarding and Risk Matters
If a complaint raises immediate risk (e.g., harassment, discrimination, safety concerns), Equra may:
- Implement interim measures to protect the student;
- Refer to safeguarding/disciplinary processes;
- Still keep the complainant informed of the route and outcome where possible.
11. Records, Confidentiality, and Data Protection
Equra will:
- Keep complaint records securely and only share information on a need-to-know basis;
- Retain records in line with Equra’s retention schedule;
- Process personal data in accordance with UK data protection principles and Equra’s Privacy Notice.
12. Vexatious or Abusive Complaints
Equra will treat complaints seriously. However, where conduct becomes abusive, harassing, or persistently unreasonable, Equra may:
- Set boundaries on communication;
- Restrict contact to a single channel/person;
- In extreme cases, apply a managed-contact approach.
Equra will explain any restrictions in writing and will not use this to avoid addressing legitimate concerns.
13. External Review
After Equra’s internal procedures are completed, students may be entitled to seek independent external review through an appropriate external body where eligible and applicable. Equra will provide details in the Completion of Procedures Letter.
(Note: external routes depend on Equra’s regulatory and membership position at the time.)
14. Equality, Accessibility and Reasonable Adjustments
Equra will provide reasonable adjustments to ensure this procedure is accessible, including:
- Alternative formats;
- Support meetings;
- Flexibility in communication methods;
- Adjusted timescales where justified.
Students should request adjustments at the earliest opportunity.
15. Review and Monitoring
Equra will monitor complaint themes and outcomes to improve services. This procedure will be reviewed at least annually or sooner if required.
Appendix A: Complaints Contact Details (Template)
Complaints Email: complaints@equracollege.org.uk
General Email: info@equracollege.org.uk
Online Form: