Whilst most students will go through University life without experiencing any major difficulties, unfortunately from time to time some students may come across a situation where they feel dissatisfied or that they have been unfairly treated.
What can I make a complaint about?
You can use The Student Complaints Procedure to complaint about a programme or any other services offered by the University. A complaint is defined as an expression of dissatisfaction by one or more students about the University’s action or lack of action, or about the standard of services provided by or on behalf of the University.
The types of complaints that be made using the procedure include:
• Inaccurate information about an academic programme or other service
• Poor teaching or supervision
• Insufficient facilities
• The failing of a University service whether academic or non-academic.
The Process
The University is proactive in dealing and resolving complaints informally. Usually when a complaint is received this will be investigated initially by a Head of School/Service, who will try to come up with an informal resolution and provide a formal response to the student. This is the process you must use as an initial start in dealing with their complaint.
If you are still not satisfied with the resolution, you would then formally complain to the University. In doing this you would send your original complaint, the School’s response and a statement of why the student is still not satisfied.
In some cases, complaints will be directed straight to the University’s formal stage, but the majority would go through the school first.
What can the Students’ Union do to help?
The Student’s Union can assist you with your complaint by:
• Advising you on the Student Complaints Procedure
• Assis you in putting your complaint statements together
• Assist you in gathering evidence
• Accompanying you to any meeting that takes place
• Submit the complaint to the appropriate members of staff, on your behalf.
• Be the first point of contact.
The Student Complaints Procedure should not be used:
•To complain about the conduct or behaviour of another student. (These complaints should be referred to the Head of Governance and Compliance under the University’s Regulation for Student Discipline).
•To complain about the conduct of a member of staff which is unrelated to the student’s academic work or experience. (These complaints must be referred to the Head of Governance and Compliance in the first instance to decide whether to refer the complaint to Human Resources).
•To appeal against the results of an academic assessment, against a decision taken on academic progress, or regarding a final award. (The Academic Appeals Procedure should be used).
The Students’ Union can provide advice and support on all issues above.
