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.
This procedure can be used for any complaint except those matters for which a separate procedure exists.
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.
|Advice for Students||
The Student Advice Centre can advise a student on their position.
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).