please note that this information is aimed at providing general guidance for students, it should not be seen as an authoritative statement of policy and procedures. please also refer to the Complaint Procedures 2A and 2B here
a Student Complaint is defined as 'an issue/concern with services provided by the University; the delivery of a programme, teaching, or administration; misconduct by a member of staff or other students'
is there a deadline to submit my complaint?
complaints should normally be made within 15 days of the event which has given rise to the complaint or, if a series of events has given rise to a complaint, within 15 days of the final event in the series.
what are the different grounds for a complaint?
if your complaint is regarding any matter relating to the assessment and examination procedure or academic appeals, please refer to the Academic Appeals Procedure.
if you are studying at a partner insitution, please contact us for more informaton
how can student advice help?
what should I include in my complaint statement?
you will need to provide a full, detailed and chronological statement of your complaint with evidence. the statement should include;
stages of complaints
stage one: local level
your complaint can be raised verbally/written to the relevant member of staff. you should raise the matter within 15 days of the event or the last situation relating to the event. you may be asked to an informal meeting by the faculty to help clarify your complaint. the staff member should send an acknowledgement of your complaint within 5 days, and a full response within 20 working days. if you are not satisfied with the outcome, you can continue to stage 2.
stage two: faculty/departmental investigation
complaint submitted to the complaint co-ordinator (for service delivery) or Dean/Head of Department (for staff conduct) for investigation. you can find this information in the full policy documents. you must raise a stage 2 complaint within 15 days and should again receive an acknowledgement in 5 days and full response in 20 days.
a letter of complaint should be submitted by the student, along with any relevant documentation from stage 1, a summary of why they are dissatisfied with the stage 1 outcome, and any evidence in support of their case. if it is apparent that the student has made no attempt to resolve their case at stage 1, they should be directed to do this before the complaint is accepted at stage 2. if the nature of the complaint is not clear, there is no evidence to support the allegations, or the student has not provided a proposed means of resolution, they should be contacted to provide clarification; this can either be done in writing, or through a meeting with the student
stage Three: complaint review
if you wish to proceed to stage 3, you will need to submit your complaint to the compliance advisors within 15 days of the of the stage 2 complaint decision to be reviewed. this stage does not include a reinvestigation; the advisors only review the process of the complaint ensuring that the procedures were followed. they should acknowledge your complaint within 5 days and provide a full response within 20 days. if the complaint is not resolved at this stage, then you will have exhausted the university procedures. you will be issued with a completion of procedures letter and proved the details of the Office of the Independent Adjudicator (OIA).
although we are not working on campus, our advice team are still working remotely. you can contact them by emailing firstname.lastname@example.org. we can then either advice by email or arrange a virtual meeting using Zoom or MS Teams.