We welcome your suggestions on how we may improve your experience of University life, including complaints regarding a service, a member of staff or a fellow student.
The University is committed to providing a high quality experience for each student and encourages students to inform it where there is any cause for concern. The University's Student Complaints and Grievance Procedures therefore exist to enable students to make complaints about such matters.
These procedures seek to ensure that complaints made by students are treated seriously and, if found to be valid, are acted upon to ensure that the students' interests are protected as far as it is possible for the University to do so.
If you are not sure who to speak to, seek advice from UniHelp desk. If the matter is serious, talk to your Student Advisor from the Students' Union.
If something goes wrong we aim to put it right as quickly as possible. Your advice and comments are invaluable.
The aim of the Student Complaints and Grievance Procedure is to resolve any problems as quickly as possible to the satisfaction of all parties. Don't delay addressing problems.
Stage 1 - Early Resolution: Initially, you should seek to deal with your complaint at the level at which the event leading to the complaint occurred. This could be either at programme level, School-level or within the relevant service department.
At the end of Stage 1, you will be provided with a written response to your complaint, copied to the Director of Student Affairs.
Stage 2 - Formal Complaint: If you are not satisfied with the outcome of Stage 1, you may choose to submit a Stage 2 complaint, by completing the Complaints Form. This should be done within 21 working days of the release of the written response to Stage 1.
If you wish to submit a Stage 2 complaint, you should do so to:
- The Deputy Dean (for academic programme or School-related complaints), OR
- The Head of the relevant service department or his/her nominee (for service related complaints).
Stage 3 - University-level review: If you considered that:
(a) there has been a procedural irregularity in the conduct of the Stage 2 investigation; OR
(b) new information has come to light, which the student was unable to disclose previously and which would have had a material impact upon the investigation previously undertaken; OR
(c) the decision reached was unreasonable based on the information that had been available to the University when the case was considered.
You may request a review of the outcome of the Stage 2 investigation and must do so within 21 working days of the written response to Stage 2. The review request must be submitted to the Director of Student Affairs using the University Level Review Form (ULR).
If you are a student studying at a Collaborative Partner Institution, you must complete the Collaborative Partner University Level Review form (CPULR). Full details can be found in the Student Complaints and Grievance Procedure (Appendix A).
The Office of the Independent Adjudicator
When the University's internal procedures have been concluded you will be issued with a Completion of Procedures (CoP) letter, normally from the Director of Student Affairs. Following this, if you are dissatisfied with the final decision on your case you may be able to apply to the Office of the Independent Adjudicator (OIA) for Higher Education.
The Vice Chancellor delegates responsibility for dealing with student complaints as follows:
- Stage 1 (Early Resolution) student complaints are dealt with by the appropriate Schools and/or Professional Services departments as applicable.
- Stage 2 (Formal Stage) student complaints are dealt with by the appropriate Deans of Schools (Deans normally assign responsibility for managing student complaints to a School Senior Manager) or Head of Professional Service
- Stage 3 (University-Level Review) investigations are managed by the Director of Student Affairs on behalf of the Vice Chancellor. The Director of Student Affairs normally nominates a Senior Manager from an Academic School or Professional Service.