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The Interactive Design Institute is committed to handling all complaints, regarding academic and other related matters, fairly, and will undertake to deal with any complaint as quickly as is practical. IDI has a two-stage internal process, informal (preliminary) and formal, to deal with complaints that may arise.

1. Definition of a complaint

We define a complaint as 'an expression of dissatisfaction concerning the provision of an academic or administrative service, when the complainant has drawn his or her concern to the attention IDI and is not satisfied with the response'.
Formal appeals are excluded from the complaint procedures. We define a formal appeal as 'a request for a review of a decision taken by an individual or academic body charged with making decisions on students' progression, assessment and awards'.

These decisions include:

  • Entry requirements
  • Eligibility for transferred credit
  • Grade assessments
  • Applications for deferral, resting or referral
  • Academic misconduct

These are covered by the procedures Our Student Appeals Procedure, which is included in the Student Handbook.

If you would like advice before making a complaint or need information about taking a complaint to the next stage please contact Rachel Riley, Head of Academic Quality on +44(0) 1875 320 597.

2. Time limits

If you experience problems with any aspect of our academic or administrative services, you should contact us as soon as possible to enable us to act as quickly as possible to address the problem.

It is essential that you act immediately if there is a possibility that your studies will be affected by any problem you have experienced. This also applies to financial problems. 

It is always preferable if a complaint can be resolved informally and as near to the source as possible. A complaint raised at the preliminary informal stage must be made either orally or in writing to your Course Coordinator within three (3) calendar months of the date on which the incident occurred, save in exceptional circumstances that prevented you from submitting it.

We cannot accept responsibility for problems that affect the outcome of your studies if you delay telling us about them until it is too late for us to put things right. If you have told us about problems and you are not satisfied with our response, you are entitled to make a formal complaint. 

Once you have received a formal response to your complaint, if you are still not satisfied you have 28 days from the date of the response in which to take the complaint to the next stage. 

IDI is committed to dealing with all complaints as quickly as possible and will normally follow the time limits set out in this procedure. You will be informed of any delay and the reason for it if one should arise.

3. Rights and responsibilities

We will:

  • Deal with all complaints within the time limits set out in this procedure
  • Make sure that we deal with all the points you raise, and that our replies explain the outcomes clearly
  • Handle your complaint confidentially and only give people the information that is needed to carry out a proper investigation and make a full response
  • Keep records of complaints separate from other records
  • Make sure that no complaint you have made in good faith will be used to your disadvantage in the future
  • Always be courteous, professional and polite


If you are making a complaint, you should:

  • Give us full details of your complaint via a 'Notification of a Formal Complaint' form (links below)

Form for University of Hertfordshire Undergraduate and Postgraduate Students

Form for Level 3 Foundation Studies in Art, Design and Media Students

  • Deal sensitively with issues that involve other students or staff, and not name them unless it is necessary
  • Remain courteous and polite

IDI does not accept complaints made by third parties on behalf of a student unless we have written confirmation from the student that they agree for the third party to make a complaint on their behalf.

4. Stage one

The complaint should be submitted in writing by post to the address below, to ensure that we record your complaint accurately. Formal complaints submitted without using the required 'Notification of a Formal Complaint' form will not be considered.

If you have a disability that makes it difficult for you to send a written complaint or live outside the UK/EU, please contact Rachel Riley, Head of Academic Quality on +44(0) 1875 320 597 to discuss alternatives.

The Academic Director
The Interactive Design Institute Ltd
Stuart House
Eskmills
Musselburgh
EH21 7PB

Concise numbered points can be a helpful way to set the situation out clearly and you should provide any supporting evidence available to you.

IDI will acknowledge receipt of your letter and you should expect to receive a full reply within 15 working days. If we can't give you a full reply within that time, we will tell you when we will be able to do so. We will normally reply using the same method you used when sending your complaint to us i.e. letter or email.

5. Stage two

If, when you receive our reply to your complaint, you are not satisfied with our response, you can ask for your case to be reviewed at the next meeting of The Interactive Design Institute Board. You must put your complaint in writing within 28 days of the date of our response to your stage 1 complaint and address this to The IDI Board c/o The Interactive Design Institute Ltd, Stuart House, Eskmills, Musselburgh, EH21 7PB

If you have a disability that makes it difficult for you to send a written complaint or live outside the UK/EU, please contact Rachel Riley, Head of Academic Quality on +44(0) 1875 320 597 to discuss alternatives.

You should include:

  • Full details of your complaint and all matters related to it
  • Details of anyone in IDI that you have had contact with in relation to your complaint
  • Copies of any previous correspondence with us related to your complaint, or enough information to help us trace this correspondence quickly

You should explain why the response you have received at stage one has not answered your complaint and enclose any additional evidence in support of your complaint. You should also tell us what you think we should do to resolve your complaint.

IDI will send you an acknowledgement of your complaint and will tell you the date of the next Board Meeting where your complaint will be reviewed. IDI will send you a full reply within 15 working days of the date of the Board Meeting.

University of Hertfordshire Undergraduate and Postgraduate Students

If you are not satisfied with the Boards decision, you have the right to request a review of your case by the Vice-Chancellor of the University of Hertfordshire provided this is done in accordance with version 05.0, section 6.3, UPR SA05, 'Review by the Vice-Chancellor – Structure and Format of Process and General Information'.

With particular reference to version 05.0, section 6.2.6, UPR SA05, 'Complaints procedure – review by the Vice-Chancellor' please note that a Complainant may request a review by the Vice-Chancellor where he or she ('the Complainant'):

a.  wishes information not already brought forward at earlier Stages or new information which may be relevant to the case, to be considered;
b.  believes that there has been procedural irregularity or bias.

If you remain dissatisfied with this outcome and having obtained appropriate guidance, you wish to request a review by the Vice-Chancellor, you must do so in writing using the current version of the form 'Formal Student Complaint – Request for a Review by the Vice-Chancellor' published on the Office of the Dean of Students' website at:

http://www.studynet1.herts.ac.uk/ptl/common/studentcentre.nsf/Teaching+Documents?OpenView&count=9999&restricttocategory=Personal+Life/Conduct,+Discipline,+Appeals

The pro-forma must be lodged with the University’s Student Procedures Co-ordinator, Governance Services, Room B204, College Lane, and received by her within ten (10) working days or receipt of our letter.

If you do not consider that you have grounds to request a review by the Vice-Chancellor, you have the right to request that the Office of the Dean of Students provides you with a Completion of Procedures Letter within one month of the date of this letter to confirm that you have exhausted all internal procedures in respect of this matter. If you are not satisfied with the outcome of the University’s internal procedures, you may approach the Office of the Independent Adjudicator (OIA) for a review of your case.  Information about the OIA can be found at www.oiahe.org.uk.  If you wish to seek a review by the OIA, you will be required to provide the OIA with a copy of the Completion of Procedures letter to confirm the conclusion of the University’s internal procedures.

This matter will be dealt with under the provisions of version 05.0, UPR SA05 ‘Student Complaints’.  This document is published on-line at the following location and you are strongly advised to read it thoroughly:

http://sitem.herts.ac.uk/secreg/upr/SA05.htm

Level 3 Foundation Studies in Art, Design and Media Students

If you are not satisfied with the outcome of IDI's decision, you may approach ABC Awards. ABC will not deal with complaints about the service provided by its approved centres to its learners unless malpractice or maladministration is alleged. Such cases are dealt with through their Malpractice and Maladministration Policy.

This policy is published on-line at the following location and you are strongly advised to read it thoroughly:

http://www.abcawards.co.uk/centres-grid-page-move/policies-procedures/

If you have a disability that makes it difficult for you to send a written complaint or live outside the UK/EU, please contact Rachel Riley, Head of Academic Quality on +44(0) 1875 320 597 to discuss alternatives.

 

 

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Contact us

Interactive Design Institute

Stuart House

Eskmills

Musselburgh

East Lothian

EH21 7PB

Freephone: 0800 917 1118

International: +44(0) 131 777 9321

London: 0203 056 1098

From Mobile: 03303 320 030

  Quality Assurance Agency for Higher Education
  ABC Awards
  University of Hertforshire
Reimagine Award 2015
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