Complaints from institutions and procedures on representations

QAA is committed to working in an open and accountable way. This includes having clear published procedures for responding to complaints from institutions and for handling appeals against specific decisions.

QAA distinguishes between complaints and appeals. We regard a complaint as an expression of dissatisfaction with services we provide or actions we have taken. For the procedures for handling complaints please see Complaints from institutions: procedures.

Appeals are challenges to specific decisions, in specific circumstances. These are handled through the relevant procedure on representations:

• Institutional review and audit: Procedures on representations
• Integrated Quality and Enhancement Review: Procedure on representations