Applicant Appeals and Complaints Policy
Manchester Metropolitan University is committed to providing a high-quality service to all applicants, and the University’s admissions policies and procedures are designed to ensure that all applicants are considered fairly, consistently, and in accordance with professional standards.
Purpose of Policy
The University aims to resolve the majority of applicant complaints and appeals informally where possible, for example by providing detailed feedback to applicants about how a selection decision was reached.
However, the University recognises that there may be instances where applicants are dissatisfied with or wish to formally appeal against an admissions decision. The University takes all such matters seriously and deals with them in confidence and without fear of recrimination or disadvantage.
Scope
This policy and procedure is designed to ensure that appeals and complaints are dealt with in a manner that is fair, transparent, and timely. It ensures procedural parity between all applicants and provides a definition of an admissions appeal and complaint, enabling University staff to manage appeals and complaints effectively.
- An appeal is a formal request for reconsideration of a decision on an application or the wording/terms/conditions of an offer.
- A complaint is an expression of dissatisfaction relating to any information and/or service offered by the University, or to the actions or behaviour of a member(s) of staff during the admissions process.
This procedure can be used by any undergraduate or postgraduate applicant who has applied to the University, via UCAS or directly.
Applicants are expected to treat all members of University staff with respect when engaging with the appeals and complaints process. Threatening or abusive behaviour verbally, in writing, or physically will not be tolerated and will such behaviour will result in the applicants having their appeal/complaint and application automatically rejected.
Roles and Responsibilities
The appeal or complaint as outlined below should be sent by the applicant themselves; letters, emails, phone calls and other correspondence from others will not be considered unless the University has received written and signed authorisation from the applicant that the third party intends to act on their behalf.
This procedure undergoes periodic review and may be updated at any time to ensure clarity and best practice.
Initial contact
Applicants who are dissatisfied with an admissions decision may submit an appeal in writing to the Head of Admissions using the below form. The Appeals procedure can only be used where one of the three grounds listed applies, and cannot be used simply because a candidate has been unsuccessful with their application.
Appeals will only be considered on the following three grounds and at least one must be specified in the form:
- There is evidence that University procedure was not followed. The onus is on the Applicant to evidence where an alleged procedural irregularity has occurred.
- There is new evidence which has come to light and there are valid reasons for not previously making it available. Applicants will need to provide details explaining why this evidence was not available at the time of application. Please note that the University’s acceptance of such new material information is at its sole discretion, and the University reserves the right to not to consider this new information if it is judged that it was available or known to the Applicant when the application was submitted.
- There is evidence that the University has demonstrated bias or prejudice in the treatment of the application. Applicants will need to provide specific examples and include any supporting documentation to evidence their claim.
There is no provision for appeal against the academic or professional judgement of those making the decision on applications.
The appeal should be made using the form provided at the end of this document and must include the following information:
- Applicant’s name
- Applicant’s address and contact details
- MMU ID, UCAS Personal ID or other application reference number where applicable
- The programme(s) applied for
- The ground(s) of appeal the applicant feels applies
- The form must be signed and dated by the applicant
Please note that all relevant information should be detailed on and included with the form provided below. It is not usually possible to consider information which is submitted at a later point in the appeals process without providing justification as to why it was not submitted/available at the original time of appeal. Appeals can only be considered if received within 10 working days of the original dispatch of information about an interview, offer or rejection decision.
Stage 1
The Head of Admissions (or their nominee) will assess the grounds on which the appeal is based to determine whether there are potentially valid grounds of appeal, and to ensure the appeal has been submitted within the timeframe specified in section 2.1.
If it is determined that there are no valid grounds for appeal, the appeal will not be progressed any further and the applicant will be notified that their appeal is not eligible and the reasons for this. This will normally take place within 10 working days of the appeal being received.
Applicants can request a review by the Director of Recruitment and Admissions if a decision not to progress a Stage 1 appeal is made. Requests for a review must be made in writing within 10 working days of receiving the decision not to progress the appeal from the University. In this circumstance the decision of the Director of Recruitment and Admissions is final, and the applicant does not have further recourse under these procedures.
Stage 2
If the grounds stated in the applicant’s Stage 1 appeal are assessed as potentially valid, the appeal will be considered by the Head of Admissions (or their nominee) in conjunction with Academic Department input required. A formal response will be issued in writing, normally within 10 working days. Upon conclusion of Stage 2 appeals, the applicant will be advised of one of the following outcomes:
- The decision under appeal has been reviewed and the same decision reached
- The decision under appeal has been reviewed and a different decision reached
Stage 3
If the appeal is not resolved to the satisfaction of the applicant, they may appeal to the Director of Recruitment and Admissions within 10 working days of dispatch of the formal response.
Appeals at this stage will only be considered on the grounds laid out in section 1.2.
Stage 3 appeals will be reviewed by an Appeal and Complaints Review Panel, who will decide if sufficient grounds for an appeal have been met and retains the right to refuse the request where:
- No prima facie case has been made out in respect of the ground(s) identified for the appeal, and/or;
- The request for an appeal was submitted late
Where the request for an appeal is refused, the Chair of the review panel will write to the applicant setting out the reasons for the decision. An applicant seeking a review of a decision not to accept an appeal should submit a written request within 10 working days of the date of the outcome of the notification of the Stage 2 appeal.
If there are potentially valid grounds of appeal, an investigation will take place and the following outcomes may arise:
- The appeal is not upheld; or
- The appeal is upheld or partially upheld.
The decision made by the Appeals and Complaints Review Panel is final. At this point all internal procedures are complete.
Stage 1 – informal
Informal complaints may be made by telephone or in writing to the Admissions Office, normally within 2 working days of the event or incident to which they relate and no more than 10 working days. This enables University staff to gather information about the event or incident quickly. We aim to resolve as many complaints as possible informally and as quickly as practically possible.
Please note that all applicant complaints are managed by the Admissions Office. Therefore, if a complaint relating to admissions processes or policies is received by other Officers or departments of the University, including the Vice-Chancellor or Chief Operating Officer, then they will be passed to the Head of Admissions in the first instance, who will ensure that it is dealt with in accordance with this policy.
Stage 2 – formal
Applicants who remain dissatisfied with the resolution at the informal stage or have a more serious complaint may make a formal complaint. This complaint should be addressed to the Head of Admissions and be submitted no later than 10 working days after the event or incident. The complaint should be made using the form provided at the end of this document and must include:
- Applicant’s name
- Applicant’s address and contact details
- MMU ID, UCAS Personal ID or other application reference number where applicable
- The programme(s) applied for
- The nature of their complaint and any supporting evidence
- A reasonable outcome which the applicant feels would be an appropriate response
- The form must be signed and dated by the applicant
Please note that all relevant information should be submitted at this time as it is not usually possible to consider information which is submitted at a later point in the complaints process without good reason.
The complaint will be investigated by the Head of Admissions (or their nominee) who will reply to the applicant in writing, normally within 10 working days.
Stage 3 – review
If the applicant remains dissatisfied with the outcome of their complaint, they may appeal to the Director of Recruitment and Admissions explaining their grounds of appeal and the desired outcome. Stage 3 appeals will then be reviewed by an Appeal and Complaints Review Panel.
An applicant seeking an appeal should submit a written request within 10 working days of the Stage 2 complaint outcome notification.
The panel will decide if sufficient grounds for an appeal have been met and retains the right to refuse the request where:
- No prima facie case has been made out in respect of the ground(s) identified for the appeal, and/or;
- The request for an appeal was submitted late
Where the request for an appeal is refused, the Chair of the appeal panel will write to the applicant setting out the reasons for the decision.
If the appeal proceeds, an investigation will take place and the following outcomes may arise:
- The appeal is not upheld; or
- The appeal is upheld or partially upheld
The decision made by the Appeals and Complaints Review Panel is final. At this point all internal procedures are complete.
By signing your letter of appeal or complaint, you agree that the University can process information it contains for all the purposes relating to the Appeal and Complaints procedure for applicants and to your application to the University. The processing of applicant personal data is regulated by the Data Protection Act 2018 (DPA) and the General Data Protection Regulation (GDPR). The University’s Data Protection Policy sets out the University’s commitment to comply with both the DPA and GDPR. It may be disclosed to members of the University who have a need to see it and will be stored as part of your application to the University, including members of staff investigating any application appeal or complaint.
The University is committed to continuous improvement and constructive handling of appeals and complaints. This means that the University reviews the number and outcomes of appeals and complaints and may report this to internal quality assurance forums and committees with a view to improving customer service. Monitoring reports will not contain any personally identifiable information.
Head of Admissions
6 Great Marlborough Street
Manchester
M1 5AL
United Kingdom
Email: adm.appeals@mmu.ac.uk
To submit an appeal or complaint under this policy, please use this form:
Applicant Appeals and Complaints Form
This online form is only for the purpose of submitting a formal appeal or complaint in accordance with the University’s Applicant Appeals and Complaints Policy. If you have any queries concerning the completion or submission of this form, please contact adm.appeals@mmu.ac.uk.You should normally expect a response within 10 working days of completing this online form, although this may take longer over some holiday periods.
Privacy notice
The Manchester Metropolitan University (the University) is the controller for the information you submit in this form. We will use your information to investigate your appeal or complaint and communicate an outcome to you. It may be disclosed to members of the University who have a need to see it and will be stored as part of your application to the University.
We rely upon the public task lawful basis to use your information for this purpose. We will retain your complaint and any associated information for a period of one year following the conclusion of the academic year for which you applied. Should you go on to enrol with us, we will retain your complaint and any associated information for a period of six years. For further information about how we use your personal information in the complaints process, please contact adm.appeals@mmu.ac.uk in the first instance. For information about your data subject rights and contact information for the University’s Data Protection Officer, please see Data Subject Rights.
- Version: 1.1
- Date equality impact assessment approved: 8 February 2024
- Owner: Karen Varty, Director of Recruitment and Admissions
- Author: Karen Varty, Director of Recruitment and Admissions
- Approved Date: March 2024
- Approved by: Academic Board
- Last reviewed: November 2023
- Date for review: November 2026
- Changes in last review: Updated to bring into line with Student Complaints Process.