Student Complaints Procedure

Early Resolution

Early Resolution can involve you speaking with an appropriate member of university staff, such as an Academic Advisor or Engagement Support Officer within your School. Complaints at this stage can be submitted face-to-face, by phone, in writing, or by email. Normally a discussion between you and the appropriate member of staff will then take place.    

Formal Complaint

If a complaint cannot be resolved through Early Resolution or it is not appropriate for the complaint to be considered at the Early Resolution stage, a student may submit a formal complaint by completing a Student Complaints Form or by contacting the Appeals, Conduct and Complaints Office.    

Review

If a student is dissatisfied with the outcome of a formal complaint investigation on the grounds stated in the Student Complaints Procedure they can request a review of the complaint outcome.

Grounds for review are: 

• There has been a procedural error or other irregularity in applying the Procedure when the complaint was considered at the formal stage.

And/or

• There is new evidence that could not be made available when the formal complaint was submitted that could have affected the outcome of the complaint.

And/or

• The outcome decision was upheld or partially upheld but the decision or the proposed remedy was unreasonable or disproportionate.

OIA

Once all stages of this procedure have been exhausted, the student has the right to refer the case to the Office of the Independent Adjudicator for Higher Education for further review.