About this page
Central is wholly committed to providing its students with high quality programmes and related services and facilities and an excellent student experience.
It recognises, however, that from time to time a student may feel dissatisfied with a particular aspect of the School’s provision, and in these circumstances the Student Complaints Procedures provide a process for them to raise complaints with the School and for their resolution.
Central will deal with all complaints seriously, promptly, fairly, consistently, and impartially. It is committed to maintaining an inclusive community and to ensuring equality of opportunity for all students, including in the delivery of its provision and in the handling and resolution of complaints.
Student Complaints Procedures
1.1 Central is wholly committed to providing its students with high quality programmes and related services and facilities and an excellent student experience. It recognises, however, that from time to time a student may feel dissatisfied with a particular aspect of the School’s provision, and in these circumstances the Student Complaints Procedures provide a process for them to raise complaints with the School and for their resolution. Central will deal with all complaints seriously, promptly, fairly, consistently, and impartially. It is committed to maintaining an inclusive community and to ensuring equality of opportunity for all students, including in the delivery of its provision and in the handling and resolution of complaints.
1.2 Students are expected and encouraged to raise complaints promptly and informally wherever possible under the early resolution process set out at Stage 1 of these Procedures. Where this is not possible or appropriate, students may make a formal complaint under Stage 2.
1.3 A student seeking support and advice on how to make a complaint, or on how the Student Complaints Procedures operate, can contact the Student Advice Service or the Students’ Union. Students can request, via the Student Advice Service, to meet with a Support Advisor to discuss their concerns.
What is a complaint?
2.1 For the purposes of these Student Complaints Procedures, a complaint is defined as an expression of dissatisfaction by a student, or group of students, about the standard of service that they have received from Central, or about its action or lack of action in addressing a particular matter.
2.2 A complaint might relate to concerns about the delivery of a programme of study, or to the facilities, learning resources, or services provided by Central. A complaint might also concern the behaviour or conduct of a member of staff or somebody otherwise employed or engaged by the School. Examples of complaints include:
- a failure on the part of the School to meet its obligations, including those set out in programme specifications or its terms and conditions for students on higher education programmes of study;
- misleading or incorrect information in the School’s Prospectus or other promotional materials;
- behaviour on the part of a member of staff that is in breach of Central’s Standards of Professional Conduct Policy and/or Anti-Harassment and Bullying Policy.
2.3 The following are not considered under these Student Complaints Procedures:
- an allegation about the conduct of another student (this is dealt with by the Student Disciplinary Procedures);
- a request for a review of a decision made by the School’s Examination Board regarding assessment, progression, or award (defined as an academic appeal, and dealt with by the Academic Appeals Procedures);
- dissatisfaction about the outcome of an academic misconduct process (this is dealt with by the Academic Misconduct Procedures);
- complaints about the application, audition, or interview processes (dealt with by the Admissions Complaints Procedure);
- a concern about a decision made under other specific regulations or procedures (for example, the Health, Wellbeing and Support for Study Procedures).
2.4 Complaints relating to external bodies and their services, such as the Student Loans Company or University of London residential accommodation, are not handled by the School and should be addressed to that external body. Advice on how to do so can be obtained from the Student Advice Service.
2.5 Complaints about short courses, evening courses, Diplomas, or business courses are handled under a separate framework, which is communicated to participants upon enrolment.
2.6 Complaints about the Students’ Union should be addressed to the Union and will be handled according to its procedures, as described in its constitution.
2.7 Frivolous, vexatious or malicious complaints will not be considered and may render the complainant subject to investigation under the Student Disciplinary Procedures. These are defined as:
- complaints which are repetitive or obsessive;
- complaints which lack any serious purpose or value;
- complaints which are designed to cause disruption or annoyance;
- complaints in which an unrealistic or unreasonable outcome is requested; and/or
- complaints where the complainant acts in an unreasonable manner.
The School will not consider complaints about an investigation or hearing that is being carried out under these or other School Procedures (for example, the Student Disciplinary Procedures or Academic Misconduct Procedures) before the relevant internal stages have concluded.
Who can make a complaint?
2.8 Complaints will normally only be accepted from a registered student, and not from any third party (including parents, guardians, or partners) on behalf of a student. Complaints will also be received from those who have accepted an offer of a place at Central but who have not yet registered, unless their complaint relates specifically to the application, audition, or interview processes (in which case they should refer to the Admissions Complaint Procedure).
2.9 Complaints from former students will also be accepted within certain parameters. For further details, refer to Section 3 (‘When to submit a formal complaint’), below.
Representation, accompaniment, and support during complaint investigations
2.10 Students are entitled to be accompanied in making complaints, as set out at paragraph 9.10, below. The Student Complaints Procedures are an internal and confidential School process for dealing with complaints and do not replicate court or criminal processes. Legal representation is therefore not normally permitted, including at any meeting or hearing convened under the Student Complaints Procedures, although the School may, at its sole discretion, permit legal representation in an exceptional case in the interests of fairness.
2.11 Whilst a complaint cannot be submitted by anyone other than a student (subject to the provisions of paragraph 2.8, above), in making a complaint a student may be advised and supported by a third party (such as a Students’ Union officer or other advisor).
Group complaints
2.12 Where the issues raised within a complaint affect more than one student, those students can submit a ‘group complaint’. In such circumstances, in order to efficiently manage the progress of the complaint, the group is required to nominate, in writing, one student who will act as the group representative. The School will normally only deal with the group representative in handling the complaint (although individuals within the group may still be contacted or interviewed, for example as part of a complaint investigation), and they will be responsible for liaising with other members of the group. Students considering making a group complaint are reminded to use existing forums, such as Course Committees, as a first attempt to seek an early resolution.
Anonymous complaints
2.13 Anonymous complaints will not normally be investigated, unless there is in the School’s opinion a compelling reason to do so; this is because the complainant’s anonymity may hamper the investigation process. Where the School decides that the nature and circumstances of an anonymous complaint are such as to warrant investigation, if it has no contact details for the individual raising the complaint it may not be able to respond to the complaint.
2.14 Where a student makes a complaint about a member of School staff, the School will not normally keep the identity of the complainant confidential. It will provide a copy of the complaint to the member of staff in the interests of fairness and transparency, and will provide the member of staff with an opportunity to respond.
Standard of Proof
2.15 The ‘standard of proof’ is the level of proof required in reaching a decision about a complaint. In these Procedures, the standard of proof is on the basis of the balance of probabilities: that is, a complaint investigation will seek to determine whether it is more likely than not that the alleged incident(s) occurred. The burden of proof in making a complaint will be on the complainant.
2.16 The School does not investigate or determine alleged breaches of the criminal law, and does not act as a proxy Crown Prosecution Service. The Student Complaints Procedures are not a substitute for police investigation or criminal proceedings.
Responsibilities
2.17 All individuals involved in a process under the Student Complaints Procedures (including complainants, their representatives, and staff) are required to act reasonably, fairly, and with courtesy towards each other at all times, and to respect the confidential nature of the process. Students who fail to do so or who otherwise act unacceptably may be referred to be dealt with under the Student Disciplinary Procedures.
2.18 The recording of any conversation, meeting or hearing by or on behalf of a student student without the prior, express and written permission of the Assistant Academic Registrar will be regarded by the School as a covert recording and will not be admissible in proceedings under the Student Complaints Procedures save in exceptional circumstances in the interest of fairness and at the sole discretion of the School. A student who makes a covert recording, or encourages or instructs another person to do so on their behalf, will be treated as having breached the Student Code of Conduct and may be referred to be dealt with under the Student Disciplinary Procedures. A student who, for good reason, wishes to record a conversation, meeting or hearing (for example by way of a reasonable adjustment for a disability or in the interests of fairness) should seek the prior, express and written permission of the Assistant Academic Registrar. In determining a request the Assistant Academic Registrar will consider how the privacy rights of other relevant individuals should be protected.
2.19 Communications will be sent to a student’s School email address (or, in the case of a former student, the email address that they have provided in the complaint form). Students are required to check their School email account regularly and are responsible for ensuring that their contact details are kept up to date. Non-receipt of properly addressed and dispatched correspondence will not be accepted as valid grounds for delay or for any other purpose under the Student Complaints Procedures, including as grounds for appeal.
2.20 The School may postpone or adjourn any procedural step or stage under the Student Complaints Procedures (including any investigation, meeting or hearing) and/or modify any of the provisions of the Procedures in the interests of fairness, to assist it to comply with its legal and/or regulatory obligations and/or for other good reason.
2.21 Specified members of staff have defined roles in these Procedures, and references to them include their nominees. Alternates may be appointed by the Academic Registrar to assume such roles if the specified staff are not available or if they have any direct connection with the complaint under consideration.
Review of the Student Complaints Procedures
2.22 The Student Complaints Procedures are reviewed annually. Adjustments and improvements are made as a consequence of any lessons learned through their enactment and/or because of changes to sector guidance and best practice.
3. When to submit a formal complaint
3.1 If a student wishes to make a formal complaint, then their completed complaint form must normally be received by the Assistant Academic Registrar within 8 weeks of the incident or event that has prompted the complaint occurring, or within 4 weeks of the conclusion of an attempt at early resolution (including mediation), whichever is the later. Complaints from former students will be accepted for a period of up to four months after their studies have concluded or been terminated (refer to section 2.9, above). For the avoidance of doubt, this means that a complaint will be accepted from a former student for four months following the date of the letter informing them of their final degree outcome, or the date recorded on the student database of their formal withdrawal. However, there is no time limit on complaints from students or former students related to the Equality Act 2010, or to complaints of harassment and/or sexual misconduct.
3.2 In exceptional circumstances the Assistant Academic Registrar may accept complaints beyond these deadlines, where the student provides evidence of a compelling reason for the delay in making the complaint (for example, the student’s serious ill health, or due to the sensitive nature of the complaint).
3.3 If a complaint is rejected as having been submitted outside of the prescribed timeframe, a Completion of Procedures letter will be issued and there will be no further recourse within the School. If the student is unsatisfied with this outcome, then they may be able to take the matter to the Office of the Independent Adjudicator for Higher Education (see section 11, below).
4.1 The School aims to resolve all complaints within 90 calendar days from the receipt by the Assistant Academic Registrar of a completed complaint form (this excluding School closure dates, but including a maximum of 30 days for the submission and consideration of a request to review the outcome of a complaint: refer to section 14, below). The School aims to meet the timescales within these Procedures wherever practicable, but may vary them where there is good reasons to do so or as a result of unavoidable delay. A complainant will be informed of any variation or delay and the reasons therefor.
4.2 Complaints about members of staff (including Visiting Lecturers) that are dealt with by the Human Resources department’s procedures might entail an extended timescale: however, the complainant can expect to be notified of any such extensions.
5. Confidentiality and data protection
5.1 The Student Complaints Procedures provide an internal confidential School process for considering and determining complaints by students, including former students. All individuals involved in the complaints process (including a complainant, their representative, any witnesses and members of staff) are required to respect and adhere to the confidential nature of the process and of all information relating to a complaint and its handling. Breach of confidentiality by a complainant, their representative, or by a member of staff may be treated by the School as misconduct and referred to be dealt with under the relevant School disciplinary procedure. The School will comply with its obligations of confidentiality and under data protection legislation when sharing or otherwise processing information under and in connection with the Student Complaints Procedures.
5.2 Students who are interviewed, who accompany someone at an interview, or who submit evidence as part of a complaint investigation will be asked to refrain from discussing the matter with other members of the School community, in the interests of a fair, robust and uncompromised process. This does not preclude them from seeking appropriate support (for example from the Students’ Union, the Student Advice Service, or a friend or family member) as long as the broad principle of confidentiality is respected by all individuals concerned.
5.3 It is not possible for a student to submit a complaint and ask that information related to it (including any documentary evidence that they provide) is not shared, as this would make investigation and determination of the complaint impossible. Depending of the circumstances, the sharing of some information (e.g. certain medical evidence) may be restricted, but this will need to be assessed on a case-by-case basis.
5.4 If a student has any requirements or concerns about the confidentiality of their complaint, they should discuss this with the Assistant Academic Registrar at the time of submitting the complaint.
5.5 Once a complaint has been concluded, one full set of documentation will be retained electronically and confidentially for record and audit purposes by the Academic Registrar: refer to the School’s Data Protection and Records Retention Handbook for more details. All other sets of documents that relate to a complaint will be destroyed.
6. Academic appeals and complaints
6.1 Where a student submits both an academic appeal and a formal complaint, investigation of the complaint will normally take precedence, with investigation of the academic appeal therefore following notification of the outcome of the complaint. However, the School reserves the right to pursue both cases simultaneously, where in the judgement of the Assistant Academic Registrar they are deemed to be inextricably linked. In such cases there may be some variance to these Procedures, at the discretion of the Academic Registrar; the student can expect to be informed of any necessary variance.
7. Possible outcomes for complaints
7.1 A student will be asked at the outset of the complaints process what they are seeking by way of an outcome to their complaint. This will be taken into consideration by the School if the complaint is upheld and the proposed outcome is considered relevant, reasonable, and proportionate in the circumstances.
7.2 Where the complaint is about a member of staff, the Investigation Manager will be made aware of the statement relating to a satisfactory outcome, but due process will always take precedent.
7.3 The School will ensure that any remedy for a complaint is implemented promptly.
7.4 If the complaint is upheld in whole or in part and the student incurred unavoidable reasonable expenses in making the complaint (for example, relating to travel or subsistence), the School may reimburse some or all of such costs, at the discretion of the Academic Registrar. A student seeking advice on what might constitute reasonable expenses in relation to a complaint submission should consult the Assistant Academic Registrar for advice before committing themselves to any such expenditure.
8. STAGE 1: Early complaints resolution
8.1 A student who has a complaint is expected to raise it in the first instance under this Stage 1, promptly and informally, and with a view to seeking a swift and local resolution. The School will try to resolve it through informal discussion between the student and the staff or service directly concerned. Early resolution often produces a positive outcome quickly and effectively, and with a minimum of disruption for the complainant and anyone else involved.
8.2 Where a student requests an informal discussion with a member of staff about their complaint, they can expect that member of staff to attempt to resolve it in a straightforward, reasonable and prompt manner. The member of staff will aim to establish the cause of the complaint and explore the student’s proposed remedy, making a note of conclusions (including any agreed outcome) that will then be shared with the student, normally within 10 working days of the student having requested an informal discussion. This note will also be copied to the Assistant Academic Registrar so that a record is kept within the Academic Registry of all complaints that have been resolved through informal discussion, including the resultant outcomes or actions.
8.3 If a student has concerns about approaching their course team, or another member of staff, directly, then they should book an appointment with a Support Advisor, who will be able to provide advice, support or help to facilitate resolution of the complaint. Appointments can be made through the Student Advice Service. The Students’ Union can also provide support and advice.
8.4 If early resolution is not appropriate (for example, in sensitive or complex matters, or in the case of serious allegations relating to an individual’s conduct), possible or successful, the student should make a written formal complaint under Stage 2 of these Procedures.
9.1 Formal complaints must be submitted to the Assistant Academic Registrar via complaints@cssd.ac.uk using the Student Complaint Form, which should be completed fully. Formal complaints may be accepted in an alternative format, at the discretion of the Assistant Academic Registrar, as long as the necessary information is captured for the effective management of the investigation.
9.2 The Assistant Academic Registrar will, upon receipt of a formal complaint, acknowledge receipt (normally within 48 hours of the complaint having been received), and review it (and, where appropriate, liaise with the complainant) to determine whether:
- it has been submitted under the correct procedures, within the stipulated deadlines, in the required format, and with accompanying evidence;
- the matter should be referred to a different process (for example, the Student Disciplinary Procedures or the Appeals Procedures);
- the student requires urgent academic or wellbeing support;
- it should be recommended that precautionary measures are put in place (where the complaint is of serious misconduct by a member of staff);
- whether the Student Complaints Procedures should be suspended pending police investigation or criminal proceedings;
- it should be rejected as frivolous, vexatious, or malicious;
- it would be appropriate to consider conciliation or mediation.
9.3 Complaints that are submitted without documented evidence will not normally be considered. It is recognised that in some cases documented evidence might be difficult to obtain, and the Assistant Academic Registrar and/or Student Advice Service can provide advice. Appropriate evidence could include the following:
- screenshots or copies of email correspondence or social media;
- names of potential witnesses (complainants must refrain from gathering witness statements themselves);
- a supporting statement from a GP or other medical practitioner.
9.4 There is an expectation that a student will have attempted prompt and informal resolution of their complaint under Stage 1 before submitting a formal complaint, where it is appropriate and possible to do so. The formal complaint form contains a section where the student must explain what efforts have already been made to resolve the complaint and why these have failed, or why they believe early resolution is not appropriate in the particular circumstances. If the Assistant Academic Registrar considers that early resolution to the complaint has not been fully explored and that there are not good reasons for this, then they can refer the complaint back to the appropriate member of staff for consideration under Stage 1. In such circumstances, the formal Stage 2 procedure would only be followed if the early resolution procedure under Stage 1 did not resolve the complaint and it was referred on to be dealt with under Stage 2.
9.5 If, following their assessment, the Assistant Academic Registrar does not accept the complaint, they will issue an outcome letter within 21 calendar days of the complaint having been received, giving reasons why it will not be taken further.
The investigation process
9.6 If a complaint is accepted as a formal complaint under Stage 2 of these Procedures, the Assistant Academic Registrar will select an appropriate member of staff to act as investigation manager (unless it relates to staff conduct). The complainant will be informed of the identity of the investigator, who will be impartial, and of any note-takers in attendance at investigation meetings. They will be given the opportunity to raise an objection about the involvement of the investigator who has been assigned to their complaint, in writing to the Assistant Academic Registrar. Objections will normally only be considered on the grounds of an actual or perceived conflict of interest.
9.7 If a complaint relates to the conduct of a member of staff, and a potential breach of Central’s Standards of Professional Conduct Policy, the investigation will follow the process outlined in the School’s Investigation Policy. In such cases, an Investigation Manager will be assigned by the Human Resources department. A copy of the complaint form, and associated evidence, will be shared with the member of staff, who will be advised to maintain confidentiality and professionalism during the investigation process. The member of staff will be advised not to discuss the complaint with the complainant or anyone else outside of their line management structure.
9.8 For complaints that do not relate to a member of staff or an individual otherwise engaged by the School, and therefore not investigated under the Human Resource department’s Investigation Policy, the investigation manager will undertake such investigation as is relevant and proportionate in the circumstances, including in light or the nature and seriousness of the allegations raised in the formal complaint. An investigation might include, for example, collating relevant documents and evidence such as CCTV footage and social media posts, interviewing witnesses, and speaking with members of staff and relevant third parties.
9.9 The investigation manager may request to meet with the complainant to clarify any aspects of the complaint and/or the outcome sought by the complainant. A complainant will normally be given a minimum notice of 48 hours in writing if they are to be invited to meet with the investigation manager.
9.10 If a complainant is invited to a meeting as part of an investigation, they may choose to be accompanied. With the exception of the Student’s Union President and elected student governors, this person cannot be a member of staff, a visiting lecturer or a governor of the School and, unless permitted by the School (refer to paragraph 2.10, above), they may not act as a legal representative during the meeting. They may speak on the complainant’s behalf at the meeting, but only at the invitation and under the direction of the investigation manager. The complainant must inform the investigation manager in advance and in writing if they wish to be accompanied and they must provide the name and relationship of the proposed person.
9.11 Audio recordings of investigation meetings will normally be taken by the note-taker, to facilitate the production of summary notes. A complainant will be provided with a copy of the summary notes that are taken at the meeting(s) they attend for their records, and will be invited to comment on their factual accuracy. Where they exist, recording files should be used to agree the factual accuracy of meeting notes. If no recording has been made or, if after reviewing the recording there is still disagreement about the wording, written comments will be placed alongside the original summary notes. Under these circumstances, the recording will be retained for potential review until the process has been fully concluded. Files of recordings will be stored in a secure location with limited access only to those who have been present at the meeting. The recordings will be retained until the notes have been agreed or until the process has ended if there are disputes about content.
9.12 Following completion of the investigation, the investigation manager will determine whether or not the complaint is justified, in whole or in part, and any redress to be provided to the complainant. If financial compensation for distress and inconvenience is recommended, the amount offered will normally follow the approach taken by the Office of the Independent Adjudicator in respect of ‘bands’ of compensation. The complainant will be notified of this decision in writing, with reasons, together with details of their right to appeal the decision under section 10 below, normally within 60 calendar days of the date the formal complaint form was received by the Assistant Academic Registrar.
10. STAGE 3: Appeal of a Stage 2 formal complaint decision
10.1 If a student is not satisfied with the decision on a formal complaint reached under Stage 2, they may request an appeal of the decision by submitting a Student Complaint Appeal Form to the Academic Registrar via complaints@cssd.ac.uk within 14 calendar days of the date of the Stage 2 formal complaint decision letter on one or more of the grounds set out at paragraph 10.4 below. Appeal requests will be considered and determined by the Academic Registrar or their nominee.
10.2 The Complaint Appeal Form is available from the Student Advice Service (and can be downloaded from the Student Handbook). In the Complaint Appeal Form the student must indicate on what grounds they are requesting the appeal (refer to paragraph 10.4, below), and provide appropriate evidence.
10.3 The student must submit the Complaint Appeal Form within 14 days of the date of the formal complaint decision letter or the matter will be considered closed and a Completion of Procedures letter will be issued upon request.
10.4 A request for appeal may be made on one or more of the following grounds only. That:
- there has been a material procedural irregularity;
- the decision (including any remedy) is demonstrably unreasonable;
- there is evidence of bias in the determination of the complaint; and/or
- there is new material evidence that was not previously reasonably available.
10.5 An appeal of a formal complaint will take place by way of a review on grounds, and will not rehear the formal complaint or normally involve a further investigation.
10.6 Upon receipt of a Complaint Appeal Form, the Academic Registrar (or their nominee) will acknowledge receipt (normally within 48 hours of the appeal being submitted) and consider the appeal request and determine whether or not valid grounds for appeal have been disclosed. Where it is determined that valid grounds are not disclosed, the student will be informed of this in writing, normally within 30 calendar days from the date of submission of the appeal request. This decision will be final and the student will be issued with a completion of procedures letter and informed of their right to complain to the Office of the Independent Adjudicator within 12 months of the date of the letter (refer to Section 11 below).
10.7 If the Academic Registrar (or their nominee) determines that one or more valid grounds for appeal are disclosed, the matter will be referred to an appeal panel for consideration. The panel will be chaired by the Academic Registrar (or their nominee), and will normally include at least two senior managers of the School. In constituting the panel, due regard will be paid to its impartiality. The student will, however, be given the opportunity to raise an objection about the involvement of any member of the panel who has been assigned to review their complaint outcome, in writing to the Assistant Academic Registrar. Objections will normally only be considered on the grounds of an actual or perceived conflict of interest. The Assistant Academic Registrar will normally act as secretary to the panel. The process to be followed will be at the discretion of the Chair, and may be desk-/paper-based or may involve meetings with the complainant and/or investigation manager.
10.8 Following consideration of the appeal, the appeal panel will determine whether or not the appeal is upheld in whole or in part. Where the appeal is upheld in whole or in part the appeal panel may decide on one or more of the following outcomes, to:.
- reaffirm the formal complaint decision;
- substitute a new decision and/or any redress;
- refer the matter back to the investigation manager for reconsideration and/or redetermination of a particular issue or issues; and/or
- refer the matter back to Stage 2 for fresh investigation and/or decision by a new investigator.
10.9 The Chair of the appeal panel will inform the student in writing, with reasons, of the decision made on the appeal within 30 calendar days of the date of submission of the Complaint Appeal Form. This decision will be final and the student will be issued with a completion of procedures letter and informed of their right to complain to the Office of the Independent Adjudicator within 12 months of the date of the letter (refer to Section 11 below).
11. Further recourse following the conclusion of these procedures
11.1 The Office of the Independent Adjudicator for Higher Education (OIA) runs an independent scheme to review student complaints. The Royal Central School of Speech and Drama is a member of this scheme. If a student is unhappy with the outcome of their complaint they may be able to ask the OIA to review it. More information about making a complaint to the OIA, what it can and can’t look at and what it can do to put things right here: https://www.oiahe.org.uk/students.
11.2 Students will normally need to have completed these Student Complaints Procedures before they complain to the OIA. The School will send them a letter called a Completion of Procedures letter when they have reached the end of these Procedures and there are no further steps they can take internally. More information for students about Completion of Procedures Letters and when they should expect to receive one can be found here: https://www.oiahe.org.uk/providers/completion-of-procedures-letters.
11.3 The University of London does not deal with appeals, complaints or disciplinary matters from students of its constituent Colleges.
12. Monitoring and audit of complaints
12.1 The office of the Academic Registrar will maintain an electronic record of complaints and their outcomes. The Academic Board and Governing Body will receive an anonymised report on all outcomes of appeals and complaints at the end of each academic year.
12.2 The School will review these Student Complaints Procedures annually; the Procedures will be amended, as required, to reflect any changes in statutory requirements and in the light of experience.