8 – Appeals and Complaints

An academic appeal is a request for a formal review of an academic decision submitted on specific grounds. It is important to note that an appeal is different from a complaint. The process for complaints is specified in Section 8.2 of this handbook.

MACTT is committed to giving its students a positive learning experience. However, there may  be occasions when they feel they have grounds to appeal against an academic decision (for example, when a student feels that their performance in an assessment was adversely affected by undisclosed mitigating circumstances). In such cases the student may decide to challenge the result awarded by the examiner.

It is advisable that the student seeks to resolve academic difficulties with the Academy and the Academy is committed to do this as fairly and effectively as possible. In order to understand the reason for the result or decision, it is expected that the student makes an effort to informally seek resolution with their tutor prior to following a formal appeal procedure. It is only when informal channels have been exhausted, or the case is reasoned to be too problematic for an informal procedure, that a formal appeals procedure is initiated.

A formal appeal must be done by the student within 15 days of receiving the result. A formal letter including all relevant documentation and evidence for their case is to reach the Education Board for their consideration and assessment; this is to be sent by email and/or web platform. The Board will deal with such appeals within a period of 60 days, taking into consideration all documentation provided and will do this as fairly as possible. The Board will then reply to the student in writing and informing them of the outcome and the reasons for it:  the answer will be sent to the student by the Coordinator of Studies by email and/or web portal. The Academy expects that students appreciate that appeals may not always result in their preferred outcome.

A complaint is when a student seeks to raise a concern about the quality or delivery of service they receive from the Academy.

Examples of what can be complained about include the following:

  • An Academy service, academic or non-academic;
  • Information about academic programmes;
  • Teaching;
  • Facilities;
  • Resources and tools;
  • The behaviour of a member of staff;
  • The behaviour of another

Students should feel able to make a complaint, knowing that it will be fairly investigated. The Academy ensures that all complaints will be treated in strict confidence and that they will be used as feedback to improve the learning experience of all individuals at the Academy.

If a student needs to make a complaint, they must do so with the Coordinator of Studies. In such cases where the Coordinator of Studies is involved, the student can forward their complaint to the Director of Studies.

When the Academy receives a complaint, it will first seek to deal with it through informal discussion with the Coordinator or Director of Studies. If this fails to resolve the issue at hand, the student can raise the complaint formally to the Head of Academy by email and/or web portal.

This procedure is designed to ensure that the student’s complaint will be dealt with in good faith and without being penalised for complaining.