Raising a concern or making a complaint

Welcome to the CU London complaints page — a platform for students, staff, applicants and members of the public to share comments and concerns. Your feedback is essential, and we are committed to addressing and resolving concerns to help us improve our service.

Our commitment to you

We will:

• handle all complaints sensitively and confidentially
• take all complaints seriously
• treat you with respect at all times

• not treat you differently because you have made a complaint
• be fair to all parties involved
• encourage local resolution in as many cases as possible.

What qualifies as a complaint?

We understand that everyone’s experiences with CU London may differ. You might have a concern about the provision of a programme of study, support service or administrative system, or be concerned about the activities of our students. All concerns raised will help us to build a more supportive community and service.

When do I complain?

In all cases, we encourage you to informally address any concerns as soon as possible after the problem arises either with the person directly or with a member of staff in the relevant school or service area.

Where it might be more appropriate, CU London offers a Conciliation Scheme allowing students to informally resolve complaints with a conciliator providing impartial advice and support.

Raising a concern as soon as possible after the problem occurs makes resolving issues easier. Delays often mean it can be difficult to investigate properly. Complaints received more than three months after the event will normally not be investigated.

Find out more about our full complaints procedure.

How do I complain?