Complaints and Grievances
MIHE values the views of its students and therefore aims to manage complaints in a way that is sensitive to the needs of each specific case and supportive of MIHE’s goal of providing an exceptional student experience.
There are a number of informal channels through which it is hoped that most problems can be resolved. If, however, you need to pursue a complaint formally, you can be sure that MIHE will treat it seriously and impartially, on the basis set out in this section.
What complaints can be considered?
Grounds for complaint might include:
- Dissatisfaction with standards of the academic provision (for example, the basic academic framework such as course design, content and structure, resources and facilities, arrangements for assessment and information provided to you about your course)
- Dissatisfaction with the quality of supervision and tuition
- Deficiencies in standards of service (which might include problems with support facilities such as administrative services)
- Harassment, bullying and victimisation
- Other deficiencies in the quality of your learning experience
Complex cases may, unavoidably take longer to investigate. The student complainant will, in any event, be kept informed of the progress of any investigation.
MIHE aims to balance the rights of the student complainant and those of any person complained against; all parties must be treated with dignity and respect. A student should not expect to suffer any reprisals for making a complaint in good faith, and any evidence of recrimination should be brought immediately to the attention of the Rector. If, however, a complaint which is not upheld is found to have been made maliciously, the student concerned may be subject to disciplinary procedures.
A complainant does, have the right to be accompanied and supported at any hearing meeting by a friend or advisor. The complaints and grievances committee may take the following actions against the concerned student(s)/staff if the complaint is upheld:
- Issue an informal warning
- Issue a formal written warning which will be recorded in the student’s or staff member’s personal record
- Suspend the studies of the student(s) where the matter is serious enough to justify such action
- Suspend the member(s) of staff where specified in the Employee Handbook where the matter is serious enough to justify such action
The aggrieved person may appeal to the Rector against the decision of the complaints and grievance committee, stating clearly in writing the grounds for the appeal. The decision of the Rector shall be binding.
Complaints and Grievance Procedure
The formal procedure only applies to complaints initiated by an individual student, or by a student representative on behalf of the group of students.
Generally, complaints are most easily resolved if they are raised at the time the problem first occurs and with the person/s directly involved. Often, the complaint may be resolved simply by discussing it with a relevant staff member. If a student cannot, or feels unable to resolve the concerns in this way, he/she should put the complaint in writing to the Head of Academic Operations by emailing firstname.lastname@example.org
Written complaints from students should include the following information:
- Name and student ID number
- Details of the relevant programme/course
- Details of the main issue of concern
- An outline of any informal discussions that have already taken place to resolve the issue. Please include the names of any staff involved and any relevant dates.
- A summary of the resolution/outcome being sought any other supporting information (for example, copies of correspondence which illustrates the complaint).
The complaint or grievance will be acknowledged within five working days of receipt by the Head of Academic Operations or his/her nominee.
Following investigation, the complaints and grievance committee will either
- Seek to resolve the complaint informally through mediation, or by making further enquiries at a local level
- Uphold the complaint as a whole or in part and take action accordingly
- Dismiss the complaint if the complaint is found to have no basis or grounds
- Dismiss the complaint if it is judged to be trivial, vexatious or malicious (and take further action if appropriate towards the complainant).