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COMPLETIONS OF PROCEDURES LETTER GUIDANCE NOTE
- Complaints that we refer to the provider
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Providers
Completion of Procedures Letters
Completions of Procedures Letters Guidance Note
12. Complaints that we refer to the provider
Sections in this guide
1. What is a Completion of Procedures Letter (COP Letter)?
2. Why issue a Completion of Procedures Letter?
3. What are “internal processes”?
4. When should providers issue a Completion of Procedures Letter?
5. When have the internal procedures been completed?
6. What if the provider makes an offer to the student in an attempt to settle the complaint?
7. How long does the provider have to issue a COP Letter?
8. Who should issue a COP Letter?
9. Is there a set format for a COP Letter?
10. What information should the COP Letter contain?
11. What if a student complains to us without completing the provider’s internal procedures or raises issues not included in the COP Letter?
12. Complaints that we refer to the provider
13. What if the provider seeks to resolve a complaint?
14. Principles that apply to jointly delivered courses, or courses leading to an award of another provider or awarding body
Complaints that we refer to the provider
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11. What if a student complains to us without completing the provider’s internal procedures or raises issues not included in the COP Letter?
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13. What if the provider seeks to resolve a complaint?
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