The purpose of the complaints procedure is to provide an opportunity for students to resolve the problems, concerns or a complaint they have. Where concerns relate to academic programmes, students should raise them through these procedures so that they can be resolved before the assessment stage.
Any concerns you may have should be raised either verbally or in writing with the person responsible, or if you still have concerns, with the appropriate campus advice centre.
You can now access a confidential and impartial mediation service aimed at assisting you to resolve any concerns you may have with regard to the provision of a course or academic or administrative services. If you are interested in this service you should contact your campus advice centre or the Student Casework Unit.
It is anticipated that it will be possible to resolve many concerns at this stage before it becomes necessary to take a complaint to a formal investigation.
Information for students and staff on the process of mediation is available here.
A Student Complaint Form should be used when submitting a formal complaint. At the formal investigation stage an investigating officer will investigate your complaint. The investigating officer will have no prior knowledge of your case.
If a complaint is submitted on behalf of a group, then the following form must also be completed.
A Request for Review Form should be submitted following the outcome of the formal investigation, if you remain dissatisfied. You can only submit a complaint for review if either there is evidence that the procedures at the formal investigation stage were not conducted in line with the regulations; you have evidence that there were specific issues of the complaint which they raised during the formal investigation which were not considered; you have new material evidence that they were unable, for valid reasons, to provide earlier in the process or you have evidence that the outcome was not reasonable in the circumstances