Student complaints procedure

The complaints procedure is for current students of the University.

In some cases, we can also consider complaints from students who have left the University but we expect students to raise a formal complaint within three months of the incident in question.

If you are making a complaint from outside of the University you will need to complete an external form.

For more information, see: I want to make a complaint

If a group of students wants to make a collective complaint, the group should identify a single spokesperson to communicate with the Student Case Management team throughout the process.

Each member of the group must also:

• provide their student ID number and consent to participate in the group complaint 
• be able to demonstrate that they were personally affected by the matter of the complaint

A complaint can be made about any occasion where there is dissatisfaction by one or more students about the University’s action or lack of action, or about the standard of service provided by or on behalf of the University.

Students can also complain about individuals or groups who are a part of the University or operating on behalf of the University. 

Where a complaint relates to the conduct (behaviour or action) of staff members it may be decided that the matter is investigated under the University’s disciplinary procedures managed by Human Resources. 

Where a complaint relates to the conduct (behaviour or action) of a student or students, these may be investigated under the Student Code of Conduct.

There are separate complaints procedures for admissions and university accommodation.

To contact us regarding an admissions complaint or appeal you can:

• email [email protected] 
• call the relevant admissions team

To submit a complaint regarding your university accommodation use the Student Living complaint form.

To make a complaint, you need the right form. There are different forms for:

• current students
• former students or those with no access to the University’s network

Go to student complaints and appeals forms

You may find it helpful to speak to a member of the Students’ Union Advice Centre before submitting your complaint. They can help with completing the form and attaching evidence. 

You will also need to read and confirm you understand our privacy notices before you can submit your complaint:

• student misconduct complaints
• student complaints and appeals

Once your complaint is submitted you will receive an acknowledgement email with a case number.  Please ensure you quote the case number in all your correspondence with the Case Management Team.

The Student Case Management Team will then take these steps in processing your case:

• check that the matters you have raised fall within the scope of the student complaints procedure. We may need to refer your case to be considered under another procedure if appropriate. For example, if your complaint relates to your assessment results, it may need to be considered under the academic appeals procedure.
•  try to resolve the complaint without a formal process: this is known as an informal resolution
• decide to progress your complaint in line with the formal procedure

You can also request that your case be considered in line with the formal procedure if you are unhappy with the informal outcome.

If your case does go through the formal process, it would be assigned to an investigating officer, normally a member of the Student Case Management team.  

If after receiving the outcome you are not satisfied, you may be able to request a review of the outcome.

Reviews can only be requested on the following grounds:

• that the correct procedures were not followed in consideration of your case through the earlier stages of the complaints procedure
• that the outcome of the formal stage was not reasonable
• that there is new material evidence that for good reason was not available at an earlier point in the complaints procedure

A review is not a re-hearing of the original complaint. New or additional complaints cannot be raised at this point.

To request a review of your complaint, you need to complete the Review Request Form within 10 working days of receiving your complaint outcome letter - instruction on how to do this will be included in your outcome letter. 

The Student Case Management Team will initially consider whether the grounds for review have been met. You will then receive a decision on whether your review request has been accepted.

Reviews will normally be conducted by a pro-vice-chancellor, director or equivalent of a professional service area. Reviewers will have had no prior involvement in the case.

A reviewer can either uphold the decision previously reached on the complaint, or overturn the outcome.

The outcome of the review stage is the University’s final decision on the complaint. It is the end of the University’s complaints procedure and you will be given a completion of procedures letter.

If after this point you are still not happy with the outcome, you can ask the Office of the Independent Adjudicator to consider the complaint. 

If your case is progressed through the formal process you will be invited to attend a meeting with the investigating officer, discuss the issues you raised in your complaint and to help them with their investigation.

You can be accompanied to the meeting, usually by a fellow student or an advisor from the Students’ Union Advice Centre.

The investigating officer may also meet with staff as part of the investigation to gather any information they need in order to investigate your complaint fully.

Relevant staff members or teams will be made aware of the issues you have raised, and will be given an opportunity to comment or provide information.

Once the investigating officer has completed their investigation, they will produce a report. This report will be considered by a university complaints panel, who will determine the outcome of your complaint. Once the outcome has been approved by the panel chair, the Student Case Management Team will send you a report setting out the findings of the investigation and the outcome.