Complaints and Appeals Procedure

2Schools Consortium Complaints and Appeals Policy

Last Updated: January 2026 (reviewed annually).

1. Introduction 

At 2Schools Consortium, student and apprentice feedback is taken very seriously as it informs the monitoring and enhancement of all operational aspects. We maintain an ‘open door’ approach to communication, aiming to identify and address issues promptly through the partnership between teachers, consortium staff, and school staff.

However, we recognise that students and apprentices must have a formal opportunity to express concerns. To determine if your query is a Complaint (regarding services or conduct) or an Appeal (regarding a specific assessment decision), please refer to the Complaints Flowchart (Appendix 1).

Students and apprentices are strongly advised to seek advice from their Lead Mentor and Programme Leader before submitting a formal appeal or complaint.

2. Scope and Definitions

• Complaints: May concern conduct, programme delivery, equality and diversity issues, or attendance decisions.
• Academic Judgement: Please note that the marking, assessing, and grading of a piece of work is considered an academic judgement. It is not possible to appeal against this judgement itself; students should instead contact their university Module Leader for feedback. 

3. The Three-Stage Resolution Process

2Schools Consortium follows a three-stage approach to resolve matters promptly and fairly. The Consortium aims to complete all internal procedures (Stages 1 and 2) within 90 calendar days to align with UK best practice.

Stage 1: Early Resolution

• Action: Issues should be raised with the Consortium’s Programme Leader within 2 months of the matter arising.
• Process: This stage involves face-to-face discussions or mediation.
• Outcome: A written outcome should be provided where appropriate. This stage should ideally be completed within 10 working days.

Stage 2: Formal Stage

• Action: If Stage 1 is unsuccessful, or if the matter is too complex for early resolution, the student should complete the 2Schools Complaint form (Appendix 2) and email it to training@oakthorpe.enfield.sch.uk.
• Process: This stage is handled by individuals not previously involved, including the 2Schools Consortium Board.
• Rights: During formal meetings, students have the right to be accompanied or represented by a third party 
• Timeline: The formal investigation and meeting process typically takes between 15 and 35 working days.
• Outcome: A formal written outcome will be provided to the student at the conclusion of this stage.

Stage 3: External Review (OIA)

If a student remains dissatisfied after the Board’s review, they may refer the matter to the Office of the Independent Adjudicator (OIA).

The OIA is an independent body that reviews whether the Consortium followed its procedures and if the final decision was reasonable.

You must contact the OIA  within 12 months of the issue occurring.

In addition to the OIA, certain students have specific escalation routes:

• Apprentices: If unhappy with how a complaint was handled, apprentices can contact the Education and Skills Funding Agency (ESFA) via their complaints page.
• Academy Complaints: If the complaint concerns an academy, the student must contact the ESFA Complaints Team (complaints.ESFA@education.gov.uk) within 12 months of the issue occurring.
• Final Escalation: If an apprentice is unhappy with the ESFA’s response, they may contact the Department for Education.

4. Completion of Procedures (CoP) Letter

A Completion of Procedures Letter will be issued to the student no later than 28 days after internal processes are completed. This letter signifies that the Consortium’s internal complaints process has been exhausted and is required if the student wishes to take their case to the OIA.

Summary Flowchart of Timelines