In order to simplify complaints and appeals for its students, and to avoid confusion, the
Institute has instigated a single interface which any student from any programme can
approach as a first point of call when seeking to raise a complaint, or submit an appeal. This
is the complaints@icmp.co.uk mailbox.
Given that the Institute works with several different Awarding Bodies, we have in place six
procedures to handle complaints and appeals, namely:
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The Local Complaints Procedure (all programmes).
UEL’s Academic Complaints Procedure (UEL Validated Provision).
UEL’s Appeals Procedure (UEL Validated Provision).
USW’s Academic Complaints Procedure (USW Validated Provision).
USW’s Appeals Procedure (USW Validated Provision).
Academic Appeals for Pearson Programmes (Pearson Accredited Provision).
For avoidance of doubt, each procedure relating to each Programme can be found within the
Programme Handbooks.
The complaints mailbox is monitored by the Quality Manager who on receipt of a complaint
will contact the complainant to clarify the nature of the situation, before aligning it with
correct procedure. Students are then supported by Institute staff as much as possible
throughout the procedure until resolution.