Complaints

When to Make a Complaint

If you are feeling dissatisfied with the standard of service provided by the University, you may consider following the Student Complaints Procedure. There are two ways in which your complaint may be resolved: informally (usually the initial step) and formally.  

 

How to Make A Complaint

There are three stages to the complaints procedure, outlined below:

Stage 1: To begin with, you should always try to resolve your complaint informally with the appropriate member of staff. Usually, this will be your programme leader or module leader. 

Stage 2: The University recognises that it is not always possible to resolve a complaint informally. If you wish to pursue your complaint further, you can submit a Stage 2 Complaint form.

Stage 3: If you have completed Stage 2 of the complaints procedure and the situation has not been resolved to your satisfaction, you have the option to request a review of the decision reached at Stage 2 by submitting a Stage 3 Complaint form.

There is also the option to submit a group complaint if a number of students wish to raise the same complaint. 

 

Important Deadlines

Stage 1: A complaint must be raised informally within 20 working days of the circumstance that you are dissatisfied with.

Stage 2: The Stage 2 Complaint form must be submitted within 10 working days of the date of the response of the Stage 1 complaint.

Stage 3: The Stage 3 Complaint form should be submitted within 10 working days of the date of the response of the Stage 2 complaint.

The full Student Complaints Procedure can be found here

 

How Can We Help?

A student advisor can support you through this process in the following ways:

  • Explain the Student Complaints procedure and guide you through the stages
  • Support and advise you at each stage of the process
  • Help you decide what to include when completing the form
  • Offer advice on gathering evidence to support your complaint
  • Accompany you to any meetings

 

Instructions on how to book an appointment with one of our advisors can be found here.