POLICY: Student Protection Policies - Transcript, Certificate, and Reference Requests Policy
POLICY URL: https://lsi-ac.uk/policy/e5dd6273-1eb5-4f19-9a23-e62a0c0341a1

POLICY STATEMENT:
The School is committed to providing an efficient and secure process for issuing academic transcripts, certificates, Higher Education Achievement Report's (HEAR), and references. We ensure that all requests are managed with accuracy, timeliness, and confidentiality, supporting students' advancement in further education and careers. This policy outlines the procedures for obtaining official documentation reflecting academic achievements and experiences at our institution.


POLICY PRINCIPLES:
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- Accuracy : Delivering precise representation of a student's academic achievements;
- Timeliness : Ensuring prompt processing and delivery of all requests;
- Privacy : Protecting the personal information of students and alumni in line with data protection regulations;
- Accessibility : Providing straightforward access to request procedures for eligible individuals;
- Authenticity : Issuing official documents that meet verification standards;
- Consistency : Maintaining consistency in the format and content of transcripts and certificates;
- Transparency : Offering clear guidance on how to request and obtain documents;
- Fairness : Treating all requests equitably, without undue preference or delay;
- Verification : Allowing for a reliable method of document verification by third parties;
- Responsiveness : Addressing queries and concerns regarding requests promptly and effectively;
- Records Management: Keeping accurate and secure records to support the issuance process;
- Continual Review : Regularly assessing and updating the policy to meet best practices and user needs.


REGULATORY CONTEXT:
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This Policy has been developed in line with the applicable laws, regulations, regulatory advice, and sector best practices, including the following:

R1. Quality Assurance Agency (QAA): The Quality Code - This code represents a shared understanding of quality practice across the UK higher education sector, protecting public and student interests and championing the UK's reputation for quality.
R2. Office for Students (OfS): Regulatory framework for higher education in England - This framework outlines OfS' primary aim to ensure positive outcomes for students, including access, success, and progress in higher education. It covers quality academic experience, progress into employment, and value for money.
R3. UK Government: Consumer Rights Act 2015 - A UK law that consolidates consumer rights, covering contracts for goods, services, digital content, and providing remedies for faulty goods and services.
R4. Quality Assurance Agency (QAA): Advice - Enabling Student Achievement -


METRICS AND KPIS:
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The following metrics will be measured and regularly reviewed as key performance indicators for the School to ensure the effectiveness of this policy and associated operations:

M1. Document Delivery Time: Track the average time from document issuance to delivery to the student. Target: Delivery within 2 working days. Timely delivery of documents is essential for meeting application deadlines and student needs.
M2. Number of Requests Handled Per Month: Track the number of requests received and processed each month. Monitoring request volume helps manage workload and resource allocation effectively.
M3. Processing Time for Requests: Measure the average time taken to process transcript, certificate, and reference requests from submission to issuance. Target: Complete within 5 working days. Quick processing ensures students receive necessary documents in a timely manner, which is crucial for applications and career advancement.


SECTION 1: Certificate or Transcript 
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1.1. Requesting Copies of Certificates and Transcripts (by Students): Students requiring a copy of their certificate or transcript must email the Admissions Team for guidance on the process and necessary ID checks. Fees will apply for obtaining copies of certificates and transcripts; This procedure ensures that students receive clear instructions and undergo proper identity verification while addressing administrative costs associated with issuing copies of academic records.


SECTION 2: References
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2.1. Requesting a Reference (by Students): Students requiring a reference must first email their Programme Leader; This procedure ensures that reference requests are directed to the appropriate academic authority, facilitating a streamlined and organised process for obtaining references.