Student Complaints

 If you feel that the University has treated you unfairly, not been supportive of you, has discriminated against you or not provided services which you would expect, you are entitled to make a complaint.  The complaints procedure is separate from academic appeals and bullying & harassment procedure but if you’re unsure which process to follow ASK   will discuss your case with you and make sure you’re following the right route.

Depending on your complaint there may be other people who can help you for example if it is an issue with something on your course you class representatives might be able to bring it up at the departmental staff/student meetings.  Alternatively you can bring your complaint to the attention of The Union’s Student Representative Council (SRC) and they may be able to bring it to the attention of various University committees.

The Complaint procedure has three stages -which are explained in a bit more detail in the leaflet attached or you can check out the University's full policy.

Stage one: 

This is an informal stage whether you can try and resolve the problem by speaking to the person/people involved and try and get things straightened out.  This stage is useful if there has been a bit of miscommunication or a misunderstanding.  It can also mean that things get resolved pretty quickly and everyone can move forward from the situation.

Stage Two: 

At this point you need to start putting things in writing, this goes to the person who is responsible for the service you have a complaint about e.g the Dean if it is academic or the Director of a particular Univeristy service if it is about another University service.

Stage Three: 

This is where the Student Complaints Appeal Committee come into play, obviously to appeal you have to have already been through the pther stages but still be unsatisfided with the result of the Univeristy's investigation.  This stage also has a meeting which you can attend -with someone from ASK if you wish- so that you get a chance to have your say and answer any questions the committee have.

We would strongly advice that you speak to someone at ASK before making your complaint and so that you have some support while it is being investigated as it can be a difficult and stressful experience for some people.