The Institute of Health & Management (IHM) takes complaints very seriously and respects the right of students to appeal decisions that are made during academic and administrative procedures. The Student Complaints and Appeals process sets out the procedures and principles that govern how your complaint will be handled. You can also find information about making a complaint in the Student Handbook.
IHM staff will endeavour to address your needs if they are brought to their attention, so it is recommended that you discuss your complaint or grievance with a Student Support Staff. At the very least, they can give you information about how to have your complaint heard.
You will not be disadvantaged, provided your complaint is not knowingly false or vexatious. Complaints help us to improve our services.
At the completion of the internal resolution process, if a student is dissatisfied with the outcome of the complaint/appeal decision made by IHM, the student may wish to refer the matter to an external, independent mediator, such as:
IHM must consider complaints and grievances in a timely manner, the acknowledgement of receipt of complaint must be sent within five (5) working days and the outcome of the complaint/appeal must be sent to the student within twenty (20) working days from the initial response.
IHM will take all reasonable measures to ensure that complaints are resolved within a specified and achievable timeframe.
In the case of more serious complaints, this may include measures such as calling on board or committee members to bring forward the date of their next scheduled meeting or to attend an extraordinary meeting.
Anonymous or unidentified complaints will be investigated at IHM’s discretion. This is dependent upon the nature of the complaint and, if there is enough information, for the investigation. IHM is not required to send a response to an anonymous or unidentified complainant.
Students who raise complaints and grievances have the right to do so in the knowledge that confidentiality will be maintained. Information about matters raised may be passed on only with the prior consent of the complainant.
In cases where it is necessary to escalate the complaint beyond the person who initially addressed the complaint, the complainant will be informed. The student has the right to decide whether to proceed.
Where a complaint is escalated to a Committee or Board, it will be tabled as a confidential item, to be disclosed only to the members of that Committee or Board and will be heard and voted upon prior to the admission of observers or those deemed to have a conflict of interest.
If the complainant remains unidentified or submits a complaint anonymously, this complaint will be investigated and acted upon at IHM’s discretion.
Welcome to the Institute of Health and Management (IHM) Student Advocacy service. Our team is committed to offering support, guidance, representation, and assistance to all IHM students across a variety of issues and challenges they might face during their academic journey.
Our Student Advocates are also on hand to liaise with IHM staff regarding complex student matters and to provide insights into institute’s policies and procedures that are relevant to student interests.
At the Institute of Health and Management, our advocacy model is rooted in pastoral care, designed to exert a positive influence on several key aspects of student life. These include engagement in learning, attendance, academic achievement, retention rates, and both psychological and social wellbeing.
An ‘Advocate’ within our institution is a staff member assigned to a group of students. These groups convene weekly to delve into matters concerning the students’ engagement with their learning environment and to identify any obstacles that may be hindering their success.
We encourage all students to familiarise themselves with the IHM Student Charter, which delineates the rights and responsibilities of every student within the Institute of Health and Management.
Guided by the IHM Independent Advocacy Service, part of our Student Life and Wellbeing protocol, our student support department are dedicated to offering confidential and independent support to students, adhering to the guidelines set forth by the Student Services and Amenities Fee (SSAF).
Our advocacy approach is not solely focused on academic success; it also places a significant emphasis on the wellbeing of our students. During these weekly sessions, topics covered may include:
Our advocacy service aims to create a supportive and nurturing environment that recognises and addresses the diverse needs of our students, ensuring they have the support they need to thrive academically, socially, and emotionally.
For more support regarding student’s mental health wellbeing services please refer to:
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