Complaints handling procedure (CHP)

The CHP consists of five parts and was implemented on 1 February 2021:

• Part 1: Introduction and overview
• Part 2: When to use this procedure – guidance on identifying what is and what is not a complaint, handling complex or unusual complaint circumstances, the interaction of complaints and other processes, and what to do if the CHP does not apply
• Part 3: The complaints handling process – guidance on handling a complaint through stages 1 and 2, and dealing with post-closure contact
• Part 4: Governance – staff roles and responsibilities and guidance on recording, reporting, publicising and learning from complaints
• Part 5: Guide for students – information for students and members of the public on how we handle complaints