Complaints Procedure for Students

Introduction

The University is a large community engaged in many activities of both an academic and non-academic kind. From time to time a student may feel dissatisfied with some aspect of his or her dealings with the University and when that happens it is important that the issue is dealt with as quickly as possible. Complaints might be about, for example:-
 

• an aspect of University policy;

• the provision of a service;

• the way a student has been treated by a member of staff.

The key principles of the Complaints Procedure are:
 

• The student should try to resolve the matter informally in the first instance. Dissatisfaction often arises from misunderstanding, which is why the best starting point is with the person whose actions are the cause of dissatisfaction, or with the manager of the office responsible for the provision of the service or implementation of the policy. If you explain to someone what the problem is then they can often provide an immediate explanation or solution.
   

• Once it is clear that it cannot be resolved by informal means, a complaint should be made as soon as possible. It is much more likely that the matter will be resolved to the student’s satisfaction if it is raised at an early stage.
   

• Complaints should be dealt with quickly and complainants kept informed of progress if the investigation is prolonged.
   

• Staff are under an obligation not to allow a complaint by a student to have any bearing on the way that the student is treated or assessed.

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This procedure is designed to deal with any complaint a student might have that cannot be resolved by informal means, except for those matters for which there are separate established procedures such as academic appeals, or a general complaint about a academic matter (eg a particular module) which should be referred to the Departmental Staff/Student Liaison Committee. Any student who wishes to complain but is uncertain of the appropriate procedure should seek advice from Student Support or the Students’ Union Advice Centre.

There are two stages to the Complaints Procedure: Formal and Review.

Formal Procedure

If, in the student’s view, a complaint cannot be resolved informally then he or she may make a formal complaint within a reasonable period of time.

1. Complete a Complaints Form setting out clearly the nature and origin of the complaint detailing what steps have been taken to resolve it informally and explaining why the outcome of the informal procedure is not considered satisfactory. Complaints Forms are available from Student Support, Students' Union Advice Centre, Registry, Accommodation Office and Departmental Offices. The completed form should be returned to the Academic Registrar, room 6.111.
    

2. The Academic Registrar will acknowledge the complaint within five working days of receipt and will let the student know who will be dealing with the complaint. This will normally be the appropriate Head of Department or Centre, or Head of Administrative Section, or the relevant Dean/Associate Dean.
    

3. The person dealing with the complaint will, within two weeks of the referral from the Academic Registrar, contact the complainant and indicate what action they plan to take, and the date by which they expect any investigation to be complete. If the investigation cannot be completed by the expected date, the person dealing with the complaint will advise the student of the delay.
    

4. The person dealing with the complaint will respond in writing to the complainant when any investigation is complete with details of the findings, and if the complaint is upheld will indicate what the outcome will be.
    

5. The response to the complaint will be copied to the Academic Registrar who will maintain a central record of complaints and who will report termly to the Vice-Chancellor.
    

6. If the Academic Registrar or his or her office is the subject of the complaint then a student should follow the same procedure except that the form should instead be sent to the Registrar and Secretary.

Review Procedure

The formal procedure outlined above should ensure that a complaint is investigated thoroughly. However, occasionally a student may not be satisfied, and in that case he or she can request a formal review by the relevant Pro-Vice-Chancellor. The Pro-Vice-Chancellor (Academic Standards) will review complaints of an academic nature and the Pro-Vice-Chancellor (Sustainability and Resources) will review other complaints.

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1. The student should write to the Academic Registrar to request a review, setting out clearly the basis of dissatisfaction with the findings of the formal investigation. The request for review must be submitted within two weeks of the written response to the formal complaint.
    

2. The Academic Registrar will acknowledge the request within five working days of receipt and will refer the case to the relevant Pro-Vice-Chancellor.
    

3. If the Pro-Vice-Chancellor considers that the case for review is not well-founded then he or she will dismiss the case and will inform the complainant accordingly, normally within two weeks.
    

4. If the Pro-Vice-Chancellor considers that the case for review is well-founded then he or she will initiate an appropriate investigation and will let the complainant know, normally within two weeks, when he or she can expect a response.
    

5. The Pro-Vice-Chancellor will respond to the complainant in writing with details of the findings indicating, if the complaint is upheld, what the outcome will be. The Pro-Vice-Chancellor’s decision will be final.
    

6. The response to the complaint will be copied to the Academic Registrar who will maintain a central record of complaints and who will report termly to the Vice-Chancellor.

The Office of the Independent Adjudicator for Higher Education

The Office of the Independent Adjudicator for Higher Education (OIA) provides an independent scheme for the review of student complaints or appeals. When the University’s internal procedures for dealing with complaints and appeals have been exhausted, the University will issue a Completion of Procedures letter. Students wishing to avail themselves of the opportunity for an independent review by the OIA must submit their application to the OIA within three months of the issue of the Completion of Procedures letter. Full details of the scheme are available on request and will be enclosed with the Completion of Procedures.

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