The standards you can hold us to.
This charter sets out what students, staff, partners and the public may expect from the Institute — and how to tell us when we fall short.
What you can expect from us
Every enquiry is treated with professionalism and impartiality, whoever is asking.
We answer correspondence within the timeframes set out below, and tell you if something will take longer.
Fees, entry requirements and decisions are published and explained.
Personal and academic records are held securely and shared only as the law allows.
How quickly we respond
| Service | Standard | Timeframe |
|---|---|---|
| Admission enquiries | Written response | 3 working days |
| Transcript requests | Issued after verification | 10 working days |
| Complaints | Acknowledgement | 2 working days |
| Complaints | Substantive resolution | 21 working days |
| Consultancy proposals | Initial response | 5 working days |
Rights & responsibilities
To be treated fairly and without discrimination.
To receive accurate information about programmes, fees and decisions.
To appeal an academic or administrative decision through the published process.
To provide complete and truthful information in all dealings with the Institute.
To observe the Institute's rules, deadlines and code of conduct.
To treat staff and fellow students with respect.
Feedback & complaints
If we have not met these standards, tell us. Complaints are logged, acknowledged within two working days and handled by an officer independent of the original decision.