Student Appeals and Complaints procedures

We’ll always aim to ensure you are satisfied with the services offered at BIMM University, but we acknowledge that sometimes there may be an issue we need to resolve. We take all appeals and complaints seriously – if you’re not satisfied, please follow the relevant procedure.

If you have had an issue with your academic studies, such as an issue with your marks or a procedural error, we recommend you take a look at the Student Appeals Procedure. There is also a Formal Complaints Procedure for other issues. Please take a look below and follow the appropriate steps.

Applicant appeals and complaints are covered in a separate procedure. Please see below for further information and guidance. There are specific timescales to follow, so please take note of these to ensure you inform us about your issue within the correct timeframe.

Before initiating an appeal or complaint, please make sure you have read and understood the procedure that is relevant to your case.

You may use the student appeals form (below) to submit a formal appeal. If you have a complaint use the formal complaints form.

Finally, following your appeal or complaint, if you are still dissatisfied, please submit an internal review request form. If you need any help or advice, please contact us: [email protected] or you can ask for support in your local campus.

Appeals

Applicants do not have a right of appeal against the academic judgment of the University. However, if following receipt of feedback, an applicant feels that an error has occurred, they have the right to request a formal review of the selection decision on one of the following grounds:

  1. pertinent information was missing from the original application;
  2. there has been a misinterpretation of information or data contained within the original application; and/or
  3. there was a procedural anomaly in the handling of the application.

This review can only be requested after an applicant has received feedback on the reason for their original rejection. The request for a review must then be placed (in writing) within twenty-eight calendar days of the feedback being sent to the applicant, stating clearly on what grounds the request for a review is being made. This request should be sent in writing to the Head of Admissions, BIMM Group Ltd, Head Office, 38-42 Brunswick Street West, Hove, BN3 1EL, or by email to [email protected].

For BIMM Dublin complaints and appeals, the request should be sent in writing to the Admissions Manager, BIMM Institute Dublin, 62-64 Francis Street, The Coombe, Dublin 8, or by email to [email protected].

For BIMM Institute Berlin & Hamburg complaints and appeals, the request should be sent in writing to the Admissions Manager, BIMM Institute Germany, House of Music, Revaler Str. 99, 10245 Berlin, or by email to [email protected].

As with the original request for feedback, the subsequent request for a review must be made by the applicant and not a third party. BIMM University will not respond to requests from anyone other than the applicant (unless written permission has been granted by the applicant).

Once received, the Head of Admissions will review the record of the application (normally in consultation with the relevant Admissions Tutor) and will respond in writing. If the original decision is upheld, this correspondence will include the reasons for the decision.

Complaints

A complaint is defined as a concern about an aspect of the admissions process, which is not necessarily connected to the selection decision.

Complaints are different to requests for feedback or appeals. A complaint does not necessarily have to be in connection with a decision to turn down an applicant. A complaint is a concern about a particular procedure, an irregularity in the administration of an application, or a belief that a policy has not been correctly implemented. Complaints may cover any aspect of the admissions process and will normally focus on a specific issue or situation (which could include the feedback request). A complaint does not necessarily question the decision of BIMM University but raises a concern about how the selection process operated.

As with requests for feedback and appeals, the complaint must come from the applicant. The complaint must be submitted within three months of the conclusion of the admissions process against which the complaint is being made. Complaints must initially be sent (in writing) to the Head of Admissions, BIMM Group Ltd, Head Office, 38-42 Brunswick Street West, Hove, BN3 1EL, or by email to  [email protected]

For BIMM Dublin, complaints must initially be sent (in writing) to the Head of Admissions, BIMM Institute Dublin, 62-64 Francis Street, The Coombe, Dublin 8, or by email to [email protected].

For BIMM Institute Berlin & Hamburg complaints must initially be sent (in writing) to the Head of Admissions BIMM Institute Germany, House of Music, Revaler Str. 99, 10245 Berlin, or by email to [email protected].

The Head of Admissions will seek to resolve the complaint or explain the situation and will respond in writing to the applicant.

If the applicant remains dissatisfied with the outcome of the complaint from the Head of Admissions, the complaint can be passed to the relevant Campus Dean. This escalation of the complaint must be submitted in writing within twenty-eight calendar days of receiving the response from the Head of Admissions. The complaint should be sent to the Campus Dean, BIMM Group Ltd, Head Office, 38-42 Brunswick Street West, Hove, BN3 1EL, or by email to [email protected].

For BIMM Dublin complaints, please send it to the Campus Dean, BIMM Institute Dublin, 62-64 Francis Street, The Coombe, Dublin 8, or by email to [email protected].

For BIMM Institute Berlin & Hamburg complaints, please send it to the Campus Dean, BIMM Institute Germany, House of Music, Revaler Str. 99, 10245 Berlin, or by email to [email protected].

The Campus Dean will review the case on the following grounds:

  • Whether there were procedural irregularities in the investigation of the complaint; or
  • Whether fresh evidence can be presented which was not or could not reasonably have been made available to the Head of the Admissions Office; or
  • Whether the finding of the previous investigation was against the weight of the evidence.

The Campus Dean will notify the applicant of the outcome of the complaint in writing. The Campus Dean decision is final.

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