We set ourselves high standards and do our best to ensure you have a positive and successful university experience. However, we recognise that this doesn’t always happen. Sometimes, circumstances both in and out of our control may cause you to complain.
You can make a complaint if you are enrolled on a course at the University, but you must make it within three months of the matter affecting you. You can also make a complaint within one month of leaving the University.
There are three stages to the complaints process
Stage one – early resolution
We strongly encourage you to try and resolve your complaint at a local level first. You need to identify a member of staff to direct your complaint to. This will usually be one of the following:
- Your course tutor
- Your module leader
- The programme leader
- The faculty administration manager
- A manager in the University service involved
Stage two – formal investigation
If early resolution does not resolve your complaint, you can ask for a formal investigation.
For more information please read the student guidance or the University’s Student Complaints Procedure.
Stage three – review
If you are dissatisfied with the outcome of stage two, you can ask for a review if you believe one or more of the following apply:
- the investigation was not conducted fairly
- the investigation failed to take account of relevant material
- you have new evidence which would have affected the stage two decision had it been available
- the stage two decision was wholly unreasonable
Office of the Independent Adjudicator (OIA)
If your complaint remains unresolved after these three stages, you can take it to the OIA.
The OIA is an independent body whose role is to review individual complaints from students. You must complete the University’s complaints procedure before contacting the OIA.
Please go to the OIA’s website for more information on how to take your complaint further.
For more information, you can
- read Making a complaint – a guide for students
- read the University’s complaints procedure
- contact the Students’ Union Advice Centre
- contact the Student Casework team
Please follow the University’s specific procedure for complaints against its governors.