Should I make a complaint?
- aspects of your learning and teaching experience
- service issues
- University-managed accommodation.
Find out more about which issues can and cannot be resolved by our student complaints procedure and how to make a formal complaint if you need to
Early resolution stage
Raising your complaint informally often provides the quickest and most effective way to resolve an issue.
You should raise your complaint via email to your Faculty Registrar, Doctoral College Manager or Accommodation Services within 40 working days of the issue arising, who will refer it to the appropriate member of staff.
Faculty of Arts, Humanities and Business
Faculty of Health
Faculty of Science and Engineering
Postgraduate research (Doctoral College)
To seek a quick and effective resolution to an issue with University-managed accommodation, please contact firstname.lastname@example.org.
If you are studying at a partner institution, you should raise your complaint at the early resolution stage directly with your college through your tutor, programme lead or Head of Higher Education.
Your concern may relate to a service or facility not directly provided by any of the above i.e. Estates, Student Services or the library. In such circumstances, please raise your concern to email@example.com.
Further information when seeking informal resolution
When raising your concern make clear what outcome you would like. You may be asked to attend a face-to-face meeting with the person considering your concern, where the circumstances make this appropriate. You are entitled to bring a member of the University community (student or staff member) or representative of UPSU to the meeting for support. You will not be entitled to bring a legal representative to the meeting.
You can take advice from UPSU’s Advice Centre, or an equivalent at a partner institution, at any stage of the process.
If you are not satisfied with the proposed resolution at the early resolution stage then you are eligible to submit a formal complaint online.
As part of the formal submission of your complaint, you will be required to provide:
If you require any help or advice before submitting your formal complaint, you can take advice from UPSU’s Advice Centre (or an equivalent at a partner institution).
We aim to resolve all issues quickly and effectively during the early resolution stage, but for some cases that are slightly more complicated, or you feel the best outcome hasn't been reached, there are additional steps that you will need to take.
Complaints submitted will be reviewed only if you are able to demonstrate at least one of the following grounds:
If you are not satisfied with the outcome of your formal complaint, and you fall into one of the categories above, you may submit a request for review. This will need to be submitted within ten working days of the University’s response with the outcome of your formal complaint.
Being unhappy with the University’s response to a formal complaint is not sufficient grounds for the matter to be considered for review.
If you remain unhappy with the outcome once you have completed the University’s internal procedures, you may refer your complaint to the Office of the Independent Adjudicator (OIA). This must be done within 12 months of the date of the Completion of Procedures letter you will receive once you have completed the University’s internal procedures.
Further information is available via the OIA.
Academic decision taken by an assessment board
Please refer to our academic appeals information.
Please raise your concern directly with the Head of Student Recruitment and Admissions.
Bullying or harassment
Please refer to our bullying and harassment information.
Please raise your concern directly with the Student Support and Conduct Manager.
The University’s annual Student Perception Questionnaire (SPQ) is an opportunity to provide critical feedback. Most final-stage undergraduate students are also asked to participate in the National Student Survey (NSS), the results of which are used to help the University improve its support for the student learning environment.
Consult with UPSU Advice (or equivalent at partner institutions) or a Student Union Officer who can deal with matters directly or raise issues through their representation on University committees.
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