Admissions Complaints Policy and Procedures - ACM

Admissions Complaints Policy and Procedures

1. Policy Statement

  • 1.1. This policy describes how the Academy of Contemporary Music (ACM) looks upon the issue of investigating complaints about ACM’s admissions processes.
  • 1.2. This policy applies to all applicants and is designed to ensure that applicants are treated in a fair and equitable manner.
  • 1.3. The Registrar is responsible for managing and reviewing this policy and Registry staff are responsible for the effective operation of the Admissions Complaints policy and procedures outlined below.
  • 1.4. The content of this policy aligns with government legislation, the regulations of ACM’s validating partners and other external stakeholders to whom ACM must make reference.
  • 1.5. The Admissions Complaints Policy has a link with the following policies and procedures:
    • Admissions
    • Equality and Diversity

2. Objectives

  • 2.1. To explain in an open, transparent and accessible way how ACM addresses complaints about its admissions processes.
  • 2.2. To describe the steps of the ACM investigation of complaints about its admissions processes.

3. Admissions Complaints

  • 3.1. ACM is committed to providing a fair and efficient admissions service and applicants will not be disadvantaged in any way because they have used this procedure.
  • 3.2. A complaint may express serious concern about any aspect of the admissions process.
  • 3.3. Applicants have no right of appeal against a decision not to offer them a place at ACM. Complaints against a decision may only be submitted on grounds of procedural irregularity, or if there is new information which may have affected the decision (with reasons why it was not made available at the time of application), or if there is evidence of any action or decision which is not consistent with the Equality and Diversity Policy and other relevant policies.
  • 3.4. A complaint must be made on an individual basis by the applicant. Complaints made by a third party will not normally be considered.
  • 3.5. This procedure and any decisions made under the procedure do not automatically give legal rights to the complainant, nor place obligations on ACM to pay compensation either in respect of a decision made pursuant to the procedures or for a breach of the procedures.

Procedure (Admissions Complaints)

Informal Stage

  • 1. Most complaints can be resolved informally. Applicants should normally raise the matter within 10 working days of the action causing concern and in any case within 2 months or by the start date of the programme or course applied for, whichever is sooner.
  • 2. In the first instance, the matter should be raised in writing or by e-mail with the Assistant Registrar (Admissions & Student Records) who will respond in writing within 20 working days.

Formal Stage

  • 1. If the complaint is not resolved to the satisfaction of the applicant through this informal means, the complainant should then write formally to ACM’s Registrar, either via registry@acm.ac.uk or to:
    The Registrar
    Academy of Contemporary Music
    Rodboro Buildings
    Bridge Street
    Guildford
    Surrey
    GU1 4SBThe email/letter should attach/enclose copies of all previous correspondence; explain why the applicant remains dissatisfied and what he/she hoped the outcome would be.
  • 2. The Registrar shall investigate the complaint fully with relevant staff and/or a third party if it is deemed necessary, and reply in writing within 30 working days.
  • 3. The decision of the Registrar shall be considered final.