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► Complaints
If a student encounters problems with the University during their time here they have the right to complain. The University encourages informal resolution of the problem, but there are formal processes available if these prove unsuccessful.
In the first instant the student should approach the member of staff responsible for that aspect of the University; for example, a Course Director or Hall Manager and have an informal discussion about their grievances. If the student is dissatisfied with the outcome of this meeting, a formal complaint can be made which will require a formal investigation be conducted by the responsible University Department. If the complaint concerns an individual they will be entitled to see and respond to the complaint before it is concluded. The formal complaint will be read and investigated by someone with no prior involvement in the case.
Should the student still be displeased with the outcome of the complaint they can apply to the Appeals, Complaint and Enhancement Office for a review of their case.
Once all University procedures have been concluded, there is scope for a further, external review of the complaint, through the Office of the Independent Adjudicator for Higher Education (OIA).
Complaints may be made by an individual or a group of students; anonymous complaints are not normally investigated as are complaints deemed to have no substance.
The Union Support Service can help with complaints. It is desirable (but not essential) that the student has had an informal meeting with the appropriate member of staff concerned prior to coming to the Union Support Service so we know how the case is progressing and whether it is necessary to pursue a formal complaint.
