Student Complaints Procedure and Case Review

Please note: Applicants / prospective students that wish to complain should refer to the Appeals and Complaints Procedure for Applicants.

NEW! Online Student Complaints Procedure Training for All Staff

Whatever your role at the University, you may be approached by a student, or a group of students, who wish to complain about something.

The Student Administration Service has launched a new online Supporting the Supporters course, which offers advice and guidance to assist you in feeling confident in dealing with such situations.

Completing this 15-minute training course will enable you to: understand the University Student Complaints Procedure and its different stages; be clear as to your responsibilities should you be involved in a student complaint; signpost students to relevant information and/or support quickly and confidently.

On completion, you will receive access to a course resource guide, including downloads of guidance notes and example documents.

A thumbnail of a flowchart depicting the student complaints procedure

Purpose

To allow students to complain, either informally or formally, 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.

Process

Where possible students should try to resolve matters by talking with the department or service concerned. If no resolution is achieved, a student can complete a Complaints Form (see downloads below), and send 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, a student 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.

Review Mechanism

If a student is still not satisfied with a decision taken in respect of a complaint or academic appeal, they may submit a Case Review Request Form (see below) requesting that their case be reviewed by a Pro-Vice-Chancellor. A student may only request a Case Review on one or more of the following grounds:

  1. 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;
  2. 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;
  3. that the decision taken in respect of the formal complaint or academic appeal was manifestly unreasonable.

Contacts

Complaints: Student Engagement & Progress Team
Case Reviews: Student Conduct & Appeals Team

Advice for Students

The Student Advice Centre can give independent advice to a student on their position. In addition, they have a suite of self-help pages on how to submit a Complaint, which contain clear explanations on how to submit a Complaint, and the support available from the Student Advice Centre. We would appreciate your assistance in pointing students who may be considering submitting a Complaint to these pages; and reminding them that should they need further guidance after reading the pages, they can contact the Advice Centre for an appointment with an academic adviser.

Procedure

Student Complaints Procedure

Forms

Other Information