Complaints, grievances and appeals

OCNLR aims to offer a service which is responsive, effective and efficient. Any complaint, grievance or appeal will be dealt with in a positive and efficient manner. We will endeavour to resolve any difficulties as promptly as possible.


Section 1

  1. If there is a complaint, grievance or appeal regarding any aspect of OCNLR's service, the individual is asked to put it in writing, addressed to the Chief Executive.
  2. The Chief Executive will investigate the matter and try to resolve it informally. A response will be made to the individual within five days.
  3. All complaints, grievances and appeals, responses and follow-up actions are recorded by the Chief Executive in the Complaints, Grievances and Appeals file.
  4. If the matter cannot be resolved informally there are specific appeals procedures to be followed for Appeals against the Conduct and Decisions of the Recognition Process and Appeals against Moderation.

There is a specific procedure to be followed for grievances from members of staff.
For other appeals against actions or decisions taken by OCNLR, the matter is referred to the Quality Assurance Committee Chair for action. If he/she is not able to resolve the matter, an appeals committee may be convened consisting of :

  • a member of the QAC who will chair the Appeals Committee;
  • an OCNLR Trustee;
  • one other person, either a Tutor Representative, an OCNLR Officer or an OCNLR Moderator, depending on the issue.

The Appeals Committee will meet as soon as is practically possible. The appellant and any representative invited by the Appeals Committee will be invited to present their case and answer questions. The decision of the Appeals Committee is final. The
Appeals Committee may make recommendations to OCNLR or its committees concerning any matter of detail or principle arising from a hearing.
The decision of the Appeals Committee will be reported to the QAC or Board of Trustees.


Section 2

  1. All learners on OCNLR programmes must have a defined right of appeal against assessment decisions.
  2. As part of the OCNLR Membership Agreement, all members are required to provide their policy regarding learner appeals against assessment decisions.