Complaints and Appeals Policy

Last updated: October 2026Applies to: Higher Council for Distance Education (HCDE)

Two different routes

A complaint is about how HCDE behaved: its service, its conduct or its handling of your case. An appeal challenges an accreditation decision. Both are taken seriously and neither affects how HCDE treats you in future.

Making a complaint

• Write to HCDE at the address on the Contact page, saying what happened, when, and what you would like us to do.
• We acknowledge the complaint in writing and tell you who is handling it and when you can expect an answer.
• The complaint is looked at by someone who was not involved in the matter.
• We give you a written answer with our reasons and any action we will take.

Complaints about an accredited body

HCDE does not replace an institution's own complaints process. Please raise a concern with the institution first. If you believe an accredited body is breaking HCDE's standards or misusing its accreditation, write to HCDE. We treat this as information that may lead to a review, and we will tell you what we are able to share about the outcome.

Grounds for an appeal

An institution may appeal a decision on one or more of these grounds:

• The published procedure was not followed, and this affected the decision
• The decision could not reasonably have been reached on the evidence that was before HCDE
• New evidence is available that could not reasonably have been provided before the decision, and that is likely to change it
• A reviewer or decision-maker had an undeclared conflict of interest

How an appeal is handled

• The appeal is made in writing within the period stated in the decision letter.
• It is heard by a panel that includes no one who took part in the original decision.
• The institution may submit written evidence and, if the panel agrees, address the panel.
• The panel may confirm the decision, change it, or send the matter back for a new review.
• The outcome is given in writing, with reasons. It is final within HCDE.

Status while an appeal is considered

The status in the registry stays as decided until the appeal is decided, unless HCDE finds that learners or the public are at risk. The decision letter explains how an appeal affects each status.

Records

HCDE keeps a record of every complaint and appeal and uses what it learns to improve its procedures.

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