Summary

This document is one of a series of Student Guidance notes which aim to help students make a complaint under the University’s Student Complaints Procedure.  It provides general guidance on matters which apply to all stages of the Student Complaints Procedure.

Other documents in the series provide specific guidance on Early Resolution, Requesting a Formal Investigation, and Requesting a Review.

Glossary of Terms

At the end of this document there is a Glossary which explains what we mean by the terms we use.

Purpose

Student Guidance notes are provided to help you make your complaint.  They provide explanatory information about our Student Complaints Procedure and how it operates.

Reading Student Guidance is not a substitute for reading the Student Complaints Procedure; the Procedure itself takes precedence over Student Guidance.

Accessibility

If you require a copy of these Student Guidance notes, or any other document, in hard copy or other format, please contact the Student Cases Team.

Help, guidance, and support

Edge Hill University Inclusion Team

If you have a disability and need support to access or navigate the complaints process, or to discuss reasonable adjustments, the Inclusion Team can help you. You can contact them:

We will consider making reasonable adjustments for a disabled student if we are asked to.   For example, your disability might impair your ability to meet deadlines. In that case, a reasonable adjustment might be to extend the time limits in the Complaints Procedure. We will consider the relevant recommendations in your needs assessment when making reasonable adjustments.

If you have a disability which you have not previously declared to the University, we encourage you to do so by arranging to see the Inclusion Team.

Edge Hill Students’ Union

When you enrol as a student at Edge Hill University you automatically become a member of Edge Hill Students’ Union (EHSU).

EHSU provides free, independent, advice, support, and representation.  We strongly advise you to contact EHSU before making a complaint. EHSU advisers are best placed to assist you as they are familiar with the University’s policies and procedures.

You can contact EHSU:

Student Cases Team

If you have any queries about any of the guidance notes or any aspect of the complaints process please contact the Student Cases Team:

  • in person by visiting the Student Administration Helpdesk, Student Administration Building
  • by email at Complaints@edgehill.ac.uk
  • by telephone on 01695 657248
  • by post at:

Student Cases Team
Academic Registry
Student Administration Building
Edge Hill University
St Helens Road
Ormskirk
L39 4QP

1. Making your complaint

In most cases you will have to fill in a Complaint Form to start your complaint.

You do not have to fill in a Complaint Form to have your complaint dealt with by Early Resolution, unless it is a Group Complaint.

There are different Complaint Forms for the various stages of the complaints process:

The Forms each contain guidance.

Essential reading before you make your complaint:

You should also read Student Guidance specific to your complaint:

It may also help you to read the following documents:

  • Student Charter; and
  • Other University policies and procedures relevant to your complaint.

2. Communication

The Student Cases Team manages the complaints process. They are the main point of contact about your complaint.

The University’s practice is to use your University email address to send written communications about your complaint.  If you have recently left the University, and no longer have an active University email account, we will use the email address you provide in your Complaint Form.

If you have a disability and require communication by a different method, please tell us.  The Inclusion Team can provide advice to you, and the University, on how best we can communicate with you in accordance with the recommendations in your needs assessment.

If your complaint is being dealt with by Early Resolution you will be in contact with staff in your academic department or the University service concerned.  During a Formal Investigation of your complaint, you are likely to be contacted directly by the Investigator.  If you request a Review of the outcome of a Formal Investigation, you may be contacted directly by the Reviewer.

Lack of engagement with the process

In order to deal with your complaint we need you to respond to the Investigator, Reviewer, and other staff.

If you stop engaging with the process, we will write to you setting a deadline for you to respond.  If you do not respond by the deadline, or fail to attend a planned meeting, we will write to you again to inform you that your complaint will be considered on the basis of the information we have.

Withdrawing your complaint. 

You can withdraw your complaint at any time, but must do so in writing either by email or by post to the Student Cases Team. The University may decide to continue to investigate your complaint if we consider you have raised issues which need to be investigated

3. Our approach to Student Complaints

During the complaints process, we expect staff and students to be reasonable and act fairly showing respect for each other and the process.

The complaints process operates in a climate of mutual respect and embedded in our process are the following core principles:

  • Accessibility
  • Clarity
  • Proportionality
  • Timeliness
  • Fairness
  • Independence
  • Confidentiality
  • Improving the student experience.

Fairness

We will conduct the investigation into your complaint fairly by:

  • allowing you an opportunity to state your case;
  • allowing those who are the subject of a complaint a fair and equal opportunity to respond;
  • ensuring Investigators and Reviewers are impartial, free from bias or apparent bias;
  • following our procedures consistently;
  • allowing you to be accompanied and represented;
  • considering the information you provide and allowing others involved to comment on it;
  • allowing you and others involved to comment on any information we find which is relevant to your complaint;
  • allowing sufficient time for you and others involved to consider information;
  • making evidence-based decisions;
  • providing reasons for our decisions;
  • dealing with your complaint within the time limits or where this is not possible, informing you, and completing it as soon as we can in the circumstances.

Please be assured that there will be no repercussions against you for raising a legitimate complaint and your complaint will be taken seriously.

If you believe you have been disadvantaged as a result of making a complaint, you can make a further complaint. It will be investigated by someone not previously involved in your case.

Independence

To ensure the independence of the process, the Investigator or Reviewer will be:

  • someone who has not been involved in your complaint earlier in the process;
  • sufficiently independent from the subject matter of your complaint; and
  • someone who does not have a conflict of interest.

Complaints dealt with by informal Early Resolution are usually dealt with by staff in the academic department or University service concerned.  If it is not possible to appoint an Investigator who is sufficiently independent of the situation, we may have to appoint an Investigator from another department.

If you have any concerns about the independence of the Investigator or  Reviewer please contact the Student Cases Team.

Confidentiality

We will only release information about your complaint to people who need to investigate or respond to it.  We may need to make enquiries of people outside of the complaint, but we will tell them only what is necessary in order for us to find out the information we need.

If your complaint is about a member of staff or student, and is upheld, we will advise you of the outcome but we will not share with you the specific details affecting that student or member of staff.  This is because any action we take is the subject of separate, confidential, internal processes.

If you submit sensitive personal information as part of your complaint, and would like to limit who sees it, contact the Student Cases Team for advice.  It may be possible to limit who sees the information as long as it does not affect the fairness of the procedure.

Confidentiality is a mutual obligation. We expect everyone involved in your complaint to act respectfully and keep matters confidential. This includes witnesses and people providing evidence, support or advice.

Standard of proof

In order to reach a decision about your complaint, we use the evidence you provide and other evidence we find during the course of our investigation.

We use the ‘balance of probabilities’ to decide whether a fact in dispute is more likely than not to have occurred.

4. Mediation

At any stage in the complaints process you can ask us to refer your complaint to mediation. Mediation is a voluntary process and for it to work both the student and the University have to agree to take part.

Mediation is a confidential process. An independent person helps you and the University to reach a mutually satisfactory resolution to your complaint.  The mediator will not take sides, and will not impose a solution.

While mediation is taking place we will pause the Complaints Procedure and agree revised time limits.

If an agreement is reached through mediation, that will be the end of our internal procedures.

If an agreement is not reached through mediation, you can continue your complaint under the Student Complaints Procedure.

5. Record keeping

We will keep a record of your complaint throughout the process in order to help us deal with your complaint effectively and efficiently.  Our records are kept in confidential storage and are destroyed in accordance with the University’s Records Retention Policy and Retention Schedules.

We advise you to keep records too. It will help you if you want to take your complaint to the next stage.  If you are close to leaving the University, or have already left, you will lose access to your University network and email account.  Be sure to save anything you think you might need.

Right to be represented

You can appoint a representative to deal with the complaint on your behalf.  An adviser from the Edge Hill Students’ Union is usually best placed to support you because they will be familiar with the University’s processes. Some disabled students may require additional external support; we will be flexible about allowing this where there is a genuine need.

If you appoint a representative, they will be our main point of contact when dealing with your complaint. We will communicate with them only, unless you tell us otherwise. Your representative is responsible for keeping you informed of the progress of your complaint.

Legal representation

The Student Complaints Procedure is not a legal process and you do not need to be legally represented.

If you start legal action against the University, and the subject matter of your legal claim overlaps with the complaint we are dealing with, we will usually suspend the complaints process until the outcome of the legal action is known.

Complaints by third parties

We do not usually accept a complaint made by a parent, friend, or employer unless you have informed us in writing that you consent to them acting on your behalf.

If you want a third party to make a complaint on your behalf, please send an email to Complaints@edgehill.ac.uk giving the name, status, and contact details of the person you wish to make the complaint for you.  By status, we mean telling us about their relationship to you, for example, parent, friend, student on your course.

6. Anonymous complaints

We do not usually accept anonymous complaints.  Anonymity makes it very difficult for us to investigate a complaint properly.  It also means we are unable to report the outcome to the complainant.

If you make your complaint using your name, but ask us to investigate it without reference to your identity, we will not usually agree.  This is because it is fair and reasonable for those who are the subject of the complaint to be able to respond to it. Their ability to do so would be limited by not knowing the identity of the complainant.  If there is a compelling case for your identity to remain anonymous during our investigation, you need to provide evidence to support your request for anonymity.

Exceptionally, we may decide to consider an anonymous complaint, if there is a compelling case, supported by evidence, for the matter to be investigated.

If you are seeking anonymity because of the seriousness of your complaint, please consider whether you are, in fact, reporting a serious incident, which should be reported using the University’s Serious Incident Reporting Policy.

7. Serious incident reporting

Edge Hill University is registered with, and regulated by, the Office for Students (OFS).

The University has a duty to report serious incidents and events to the OFS and we rely on staff, students, and other stakeholders to bring serious incidents to our attention.

A serious incident is one which may have a negative impact on the University and may result in:

  • a significant loss of University funds;
  • a risk of severe damage to the University’s reputation; or
  • the University being unable to comply with the ongoing conditions of its registration with the OFS.

If you report a serious incident, you can ask us to keep your identity confidential.  You can also make an anonymous report, but that may mean the University is not able to investigate the matter as effectively.

For further information please read the Serious Incidents Reporting Policy.  If you would like guidance on the details of the Policy please contact the Deputy Vice-Chancellor, Steve Igoe at Steve.Igoe@edgehill.ac.uk

8. Group Complaints

The Student Complaints Procedure has a section on Group Complaints, please make sure you read it before making a Group Complaint.

The main points to keep in mind when you are part of a Group Complaint are:

  • one of the group must act as the Lead Student who is responsible for representing the group and acting as the group’s point of contact with the University;
  • the complaint must be made using the Group Complaint Form at the Early Resolution stage and the Formal Investigation stage; and
  • it is the Lead Student’s responsibility to keep the group informed of the progress of the complaint and co-ordinate responses to queries.

9. Complaints about learning delivered with others

The University works with a number of partners to deliver learning opportunities for students.

The University is ultimately responsible for the Academic Quality and Academic Standards of learning opportunities provided to you, irrespective of where they are delivered or who provides them.

In most cases you will start your complaint at Edge Hill University, using our Student Complaints Procedure.  If you are studying in a partner Further Education College, the situation is different and we have provided further guidance below.

If you are unsure about which procedure to use, or how to make a complaint, contact our Student Cases Team for advice at Complaints@edgehill.ac.uk

We will liaise with our partner about how best to investigate depending on the subject matter of your complaint. We will advise you who will be involved in the investigation.

Further Education Colleges

You must use the College’s complaints procedure to ask for either Early Resolution of your complaint, or to request a Formal Investigation.  If you are dissatisfied with the outcome of the Formal Investigation carried out by the college, you can ask for the decision to be reviewed.

Where the Review will be carried out depends on the type of complaint.

Complaints about academic matters

If your complaint is about an academic matter you must ask Edge Hill University to review the Formal Investigation carried out by your College.

A complaint is about an academic matter if it is about the Academic Quality or Academic Standards of your course.  These terms are defined in the Glossary at the back of these Guidance Notes.

An example of an academic matter would be a complaint about the quality of teaching, the standard of assessment, or the organisation of your course.

To request a Review:

Complaints about non-academic matters

If your complaint is about a non-academic matter you must ask the Further Education College to review the Formal Investigation.

A complaint is about a non-academic matter if it is not directly related to the Academic Quality or Academic Standards of your course.  For example, if your complaint is about the College’s heating or cafeteria, then this is a non- academic matter.

Apprenticeships

If you are an apprentice studying on a higher or degree apprenticeship programme delivered by Edge Hill University, you are also a student of the University.  Our policies and procedures apply to you as they do to all students.

You can use the University’s Student Complaints Procedure to make a complaint about something the University has done or has failed to do.

If your complaint is about on-the-job training you receive from your employer, you should raise this under your employer’s internal procedures.

Your Commitment Statement contains a summary of your right to complain, including your right to complain to the Education Skills Funding Agency Apprenticeship Helpline at nationalhelpdesk@apprenticeships.gov.uk.

All other learning delivered with partners

Complaints about all other types of learning delivered with partners are covered by the Edge Hill University Student Complaints Procedure in the usual way, make your complaint to us at Complaints@edgehill.ac.uk .

10. Time limits for making a complaint

There are time limits for making a complaint, and for taking your complaint to the next stage; these are set out in the Student Complaints Procedure.

We consider it is reasonable to expect students to take responsibility for their own learning experience.  This includes accessing the University’s processes within the prescribed time limits.

Extending time limits

We recognise that there may be circumstances which have prevented you from complying with the time limits set out in the Student Complaints Procedure. For example, some disabilities may impair your ability to engage with the complaints process or meet deadlines.

Alternatively illness, or another exceptional reason, may have prevented you from meeting our time limits.  Whatever the reason, if there is evidence that your ability to properly engage with the process was impaired, send it to us and we will take it into consideration.

We cannot provide an exhaustive list of exceptional reasons, but below are some examples:

  • serious illness or death of a close relative;
  • sudden, unexpected events such as accidents, emergencies, or urgent unanticipated care responsibilities; or
  • the diagnosis or worsening of a medical condition during the complaints process.

We do not usually extend time limits where your reason for missing a time limit is something you could have planned for, or in situations that have arisen because of your own carelessness.

Some examples of reasons that would not usually be acceptable are:

  • computer, internet, or equipment faults;
  • holidays;
  • planned house moves;
  • everyday occurrences such as headaches or common colds;
  • chronic medical conditions which are usually well-controlled, unless you have medical evidence which confirms you were unable to comply with the time limits in the Procedure;
  • lack of command of the English language;
  • a normal pregnancy; or
  • childcare or other care responsibilities.

11. Time limits for responding to your complaint

There are time limits for us to respond to your complaint.  These vary with the stage of the complaints process and are in the Student Complaints Procedure.

Sometimes it may not be possible to meet the time limits, for example this can happen when:

  • the complaint is complex;
  • there are a lot of documents to consider;
  • there are a lot of people we need to speak to during our investigation; or
  • the Investigator or Reviewer is ill.

If there is going to be a delay in responding to your complaint, we will inform you, explaining the reasons and the date when we expect to be able to respond.

12. Complaints requiring a swift response

Sometimes a complaint may require a particularly swift response. Examples include, but are not limited to, the following:

  • where there is a threat of serious harm;
  • where the impact of the issues raised has detrimental consequences for your mental health;
  • where you are experiencing significant distress;
  • complaints about disability support;
  • serious and repeated service failures or delay; or
  • complaints of a highly sensitive nature.

If you think your complaint falls into this category, contact the Student Cases Team to ask for a swift response. You will need to provide details of why you believe this is necessary and we may ask you to provide evidence.

13. Rejection or termination of complaints

The University may reject your complaint at the outset or terminate the complaints process if, in the Investigator or Reviewer’s opinion, your complaint has:

  • no serious purpose;
  • is intended to cause disruption or annoyance; or
  • you are seeking an unrealistic remedy.

We refer to these types of complaint as ‘frivolous or vexatious’.

We understand that when you make a complaint, it is a concern to you whatever others might think.  We are aware that, if you raise the same or similar issues repeatedly, even when we have already responded to your complaint, there may be an underlying reason for your persistence.

Frivolous or vexatious complaints

When we are deciding whether your complaint is frivolous or vexatious we will take account of the circumstances of your case.  The main consideration is the nature of the issues you have raised rather than your behaviour when making a complaint.

If we have concerns about your behaviour during the complaints process, we may take action in order to provide a safe working environment for our staff and to ensure the efficient and effective operation of the University.  More information on action we may take is in paragraph 14 ‘Behaviour during the complaints process’.

When deciding whether a complaint is frivolous or vexatious, we have adopted characteristics used by the Office of the Independent Adjudicator.  The following list contains examples of the kinds of characteristics we consider:

  • complaints which are obsessive, persistent, harassing, prolific or repetitious;
  • insistence upon pursuing unmeritorious complaints and/or unrealistic outcomes beyond all reason;
  • insistence upon pursuing meritorious complaints in an unreasonable manner;
  • complaints which are designed to cause disruption or annoyance;
  • demands for redress which lack any serious purpose or value.

The University is currently developing a ‘Policy on frivolous or vexatious complaints’.  We will consult with student and staff representatives about the Policy and it will be subject to approval by the University’s Academic Board.

What we will do if we find your complaint is frivolous or vexatious

If the Investigator decides your complaint is frivolous or vexatious we will write to you to explain why we are rejecting your complaint or terminating procedures. We will provide you with the reasons why we have come to this decision.

You can ask us to reconsider our decision to reject or terminate your complaint.  You must do so in writing within 14 calendar days of the date we informed you of our decision.  Send your request to Complaints@edgehill.ac.uk.

Include in your request:

  • the reasons why you think your complaint is not frivolous or vexatious; and
  • why you think we should accept your complaint to be investigated, or continue with an investigation that has started.

Your request will be considered by a senior manager who has had no previous involvement in your complaint.  The independent senior manager will consider the information we have on file about your complaint, including any representations you have made.  The senior manager will then make a decision either to:

  • confirm that your complaint is frivolous or vexatious and should be rejected or terminated; or
  • accept or continue your complaint, with or without conditions.

The senior manager’s reconsideration will conclude the University’s procedures and we will send you a Completion of Procedures letter if we reject or terminate your complaint.  The Completion of Procedures letter will inform you of your right to ask the Office of the Independent Adjudicator to review our decision.

14. Behaviour during the complaints process

The University is committed to providing a fair, consistent and accessible complaints process.  We believe that you have a right to be heard, understood and respected.  We believe our staff have the same rights.

We must provide a safe working environment for our staff and ensure the efficient and effective operation of the University for everyone in the Edge Hill community.

We may decide to restrict access to University staff or services where we consider your behaviour is likely to have a negative effect on our staff or our work.

Aggressive, offensive, or abusive behaviour

We will not accept behaviour which is aggressive, offensive or abusive.  This type of behaviour includes, but is not limited to:

  • threats;
  • physical violence;
  • personal verbal abuse;
  • derogatory remarks made directly or elsewhere, including online;
  • rudeness;
  • deliberately provocative or inflammatory statements; and
  • unsubstantiated allegations, which can also amount to abusive actions or behaviour.

Violence does not just mean physical acts of aggression, it also includes behaviour or language, whether oral or written, that may cause others to feel afraid, threatened or abused.

Unreasonable demands or persistence

If someone makes unreasonable demands on the University or our staff, or is unreasonably persistent, it can affect our ability to deal with their complaint, or complaints made by others.

Examples of the kind of demands we consider unreasonable include:

  • requesting a response in an unreasonable timescale;
  • insisting on speaking to or corresponding with a particular member of staff;
  • frequent telephone calls, e-mails, or letters;
  • repeatedly changing the substance of a complaint or raising unrelated concerns; and
  • attending offices without an agreed appointment.

Examples of unreasonable persistence include:

  • continual refusal to accept that a decision has been made in relation to a complaint;
  • insisting we answer questions when we have already done so or explained why we will not;
  • persistent refusal to accept explanations relating to what the University can or cannot do;
  • sending emails to multiple members of staff;
  • repeatedly trying to revisit a complaint through our internal processes once those processes have come to an end.

Action we will take if behaviour is unacceptable

We will write to you and tell you why we view your behaviour is unacceptable and likely to have a negative effect on our staff and our work. We will give you a chance to modify your behaviour.  If the behaviour continues, we will take steps to minimise the effects of your behaviour.  Where possible we will continue to deal with your complaint.

Some of the steps we may take include:

  • placing your telephone call on hold if you are aggressive, offensive or abusive or you are making unreasonable demands; or
  • terminating a telephone call.

Our staff are accountable for their actions and are required to log all instances when a call has been terminated and note the reason for doing so.

Sometimes we may need to restrict your contact with us, a decision to do this will be taken by the Academic Registrar or their nominee.  Some examples of the options we may consider are:

  • limiting telephone calls to a specified day and time per week;
  • requiring contact to be with a specified member of staff only;
  • not accepting any further telephone calls, but we will keep at least one other form of contact open;
  • requiring contact with the University to be through a representative, or through a different representative if it is the representative’s behaviour which is causing concern;
  • reading and filing future correspondence only, not acknowledging it or responding to it unless the person is providing new information or is making a new complaint;
  • suspending or terminating the complaint;
  • restricting your access to the University’s campuses and buildings;
  • deciding not to consider a future complaint from a person;
  • reporting the matter to the Police or other appropriate body, or taking legal action, we may not give the person prior warning of this.

We will record incidents which caused us to restrict contact and we will keep a record of action we have taken to address the issue.

If you are a current student, your conduct may lead to action under the Student Disciplinary Regulations.

The University is planning to introduce a ‘Behaviour Policy’ which will set out the kind of behaviour which is unacceptable during the complaints process, and the action we will take in response.  The Policy will apply to everyone who interacts or communicates with the University, including prospective and current students, former students, their representatives and other higher education providers.  We will consult with staff and students’ representatives about the Policy.  The Policy will be subject to approval by the University’s Academic Board.

15. Completion of procedures

When the University’s Student Complaints Procedure is complete, we will send you a letter called a Completion of Procedures Letter.   In it we will advise you of your right to ask the Office of the Independent Adjudicator for Higher Education (OIA) to review the University’s decision.

Please note:  The OIA cannot review a complaint made by a prospective student about an application for admission to the University.  The exception to this is where you are a former student of the University applying for re- admission and your complaint is directly connected to your time as a student.

16. Office of the Independent Adjudicator for Higher Education (OIA)

You can ask the OIA to review the University’s final decision on your complaint.  You must complete the OIA’s on-line complaint form which is available on the OIA’s website.  If you require a hard copy form, or have any other accessibility requirements, you can contact the OIA’s accessibility team by emailing accessibility@oiahe.org.uk or by calling on 0118 959 9813.

The OIA will not usually accept a case for review unless you have completed all stages of the University’s Student Complaints Procedure.

There is a time limit to refer your matter to the OIA.  You must apply within 12 months from the date we issued the Completion of Procedures letter to you.

17. Improving the student experience

We will use the learning from individual and group complaints to make improvements for all students.

Key to relevant documents

Constitution:

Articles of Government

Procedures:

Student Complaints Procedure

Student Guidance:

Early Resolution – where to start?

Requesting a Formal Investigation

Requesting a Review

Forms:

Formal Investigation Complaint Form

Group Complaint Form – Early Resolution or Formal Investigation

Review Request Form

Group Complaint Review Request Form

Other documents:

Staff Guidance – A guide for Investigators

Staff Guidance – A guide for Reviewers

Student Charter

OIA Good Practice Framework: handling student complaints and academic appeals

OIA Good Practice Framework: handling student complaints and academic appeals – delivering learning opportunities with others

OIA Good Practice Framework: supporting disabled students

UK Association for Accessible Formats – Creating clear print and large print documents

OIA Policy on Frivolous or Vexatious Complaints

OIA Behaviour Policy

OIA Guidance on Completion of Procedures Letter

Endmatter

Title Student Guidance

Complaints: General Guidance

 

Current Version v1.0 October 2018

 

Policy Owner Academic Registrar

 

Approved by Subject to approval by Academic Board

 

Date of Approval Awaiting approval

 

Date for Review To be reviewed and submitted to Academic Board for approval in July 2019
Change Notes: Not applicable, new document.

 

 

 

Annex 1: Glossary

Term Notes on definition
Academic Quality Expectations for the quality of our academic provision are that University courses are:

well-designed; provide a high-quality academic experience for all students; and enable a student’s achievement to be reliably assessed.  From admission through to completion, all students are provided with the support that they need to succeed in and benefit from higher education.

Academic Standards Expectations for the academic standards of our courses are that they meet the requirements of the relevant national qualifications framework. The value of University qualifications awarded to students at the point of qualification and over time is in line with recognised standards in the Higher Education sector.
Complainant A student or Former Student who has made a complaint under the Student Complaints Procedure.
Complaint An expression of dissatisfaction by one or more students about action or lack of action by the University, or about the standard of service provided by the University or by others on the University’s behalf.
Completion of Procedures Letter A letter which advises you that internal procedures have been completed and of your right to ask the Office for the Independent Adjudicator to review the University’s decision.
Edge Hill Community When we refer to a member of the Edge Hill Community, we mean a current student, a current staff member, and officers of the Edge Hill Students’ Union.
Former Student

 

Students who have left the University can make a complaint under the Student Complaints Procedure provided they do so within one month of leaving.  Complainants in that situation are referred to as Former Students.
Investigator The person investigating a complaint at either the Early Resolution stage or by conducting a Formal Investigation.
Reasonable Adjustments The University has a duty under the Equality Act 2010 to make reasonable adjustments where a provision, criterion or practice puts a disabled person at a substantial disadvantage in relation to a relevant matter in comparison with persons who are not disabled. The University’s duty is to take such steps as it is reasonable to take to avoid the disadvantage that would otherwise be caused.

This could mean making reasonable adjustments to the Complaints Procedure.

Representative An individual who is authorised by a student to make a complaint on their behalf and to represent the student during the process.
Review Means the process of considering how a complaint was dealt with at the Formal Investigation stage; whether any of the grounds for review have been established; and if upheld, explore the means of settlement or other resolution.
Reviewer The person conducting a Review of a Formal Investigation into a complaint.
Student ‘Student’ means:

  • a person who is or was registered on a course at Edge Hill University;
  • a person who is or was studying for an award granted by Edge Hill University, for example at a partner institution; or
  • a prospective student.

The term ‘student’ also includes trainees and apprentices registered on programmes at Edge Hill University.

Students who have recently left the University can make a complaint under the Student Complaints Procedure.  Students have recently left if it is no more than one month since they left the University.