Complaints Procedure

Purpose

For informal or formal complaints about the delivery and quality of services received, or about the delivery and quality of teaching, tutorial support, supervisory provision or any other matters relating to a programme of study.

Grounds

This procedure can be used for any complaint except those matters for which a separate procedure exists.

Process

Having first attempted to resolve matters by talking with the department or service concerned, or accessing the Pilot for the Early Resolution of Student Complaints, a student can make an informal complaint by completing a Complaints Form, and sending it to the address shown on the form.  The complaint is considered first by the Head of the appropriate department or service (unless the complaint relates to that individual).  If it is not resolved at that stage, you can then submit a further formal Complaints Form which will be referred by a nominee of the Registrar and Secretary to the appropriate Faculty Officer or other person.

If you are still not satisfied with a decision taken in respect of a complaint or appeal, you may submit a Case Review Request Form requesting that your case be reviewed by a Pro-Vice-Chancellor.  You may only request a Case Review on one or more of the following grounds:-

(i) that there was a material procedural irregularity which rendered the process leading to the decision taken in respect of the formal complaint or academic appeal unfair;

(ii) that material which the student could not reasonably have been expected to produce at the time of the decision taken in respect of the formal complaint or academic appeal casts substantial doubt upon the appropriateness of that decision;

(iii) that the decision taken in respect of the formal complaint or academic appeal was manifestly unreasonable.

Contact

Complaints

Student Engagement & Progress Team

Case Review

Student Conduct and Appeals Team

Advice for Students

The Student Advice Centre can advise a student on their position.

Procedure

Student Complaints Procedure

Case Review Panel Procedural Notes (WORD 35.5KB)

Downloads

Complaints Form (WORD)

Complaints Form (PDF)

Case Review Request Form (WORD 42KB)

Case Review Request Form (PDF 91KB)

Please Note: Separate procedures exist for Admissions complaints and appeals (i.e. for prospective students applying to study at the University) which can be accessed via the following links:

For prospective undergraduates please see the Appeals and Complaints Procedure for Applicants (UG).

For prospective postgraduates please see the Appeals and Complaints Procedure for Applicants (PG).

Case Review Request Form for Applicants (WORD 41KB)

Case Review Request Form for Applicants (PDF 78KB)