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IFG is committed to providing a high-quality, fair and supportive student experience, and we recognise that there may be times when things do not go as expected. This policy explains how you can raise concerns or make a complaint if you are unhappy with any aspect of your academic or wider student experience, and how IFG will respond in a clear, fair and timely way.
Most concerns can be resolved informally through discussion with your tutor or relevant staff member, and IFG encourages this approach wherever possible. Where an issue cannot be resolved informally, this policy sets out a structured, transparent complaints process with clear stages, timescales and safeguards. Complaints are handled in line with the Office of the Independent Adjudicator (OIA) Good Practice Framework, ensuring fairness, independence, confidentiality and accessibility, including the use of reasonable adjustments where needed.
This policy also explains what types of issues can be considered under the Student Complaints Procedure, what happens at each stage, and your right to an external review once IFG’s internal processes are complete. IFG’s approach is designed not only to resolve individual concerns, but also to learn from feedback and improve the student experience.
