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Finance Charter

Bank note

Making a complaint

If you are unhappy with the service provided by Finance and wish to complain then please make an initial complaint via the complaints form.

Once you have made your complaint:

  • a preliminary investigation will take place
  • you will receive a response within 10 working days to remedy the situation.

Once we have handled your complaint, please fill in our online complaints monitoring form to let us know how we dealt with your complaint. If you are not satisfied with the outcome of your informal complaint you are entitled to a review by the Senior Management of Finance.

You will receive:

  • an acknowledgement of your request for a review of your complaint within 3 working days
  • a full response sent to you within 20 working days.

If you remain dissatisfied after you have received a response from the Senior Management Team within Finance, you can escalate your complaint through the University complaints procedure.


Compliments and feedback

It is always good to hear if you have found our staff and services we provide helpful since this ensures that we will continue doing what you want us to do. It is also helpful for us to receive feedback/suggestions about how a particular area of service might be improved. Please take the time to record your feedback on our online feedback form.

We have also introduced student surveys to be carried out during the months of September and May, this was started from December 2008 within the Student Centre Finance counter area. This survey is carried out monthly at ad hoc times and published quarterly every 3 months available on our websites.

The aim of this survey is to gather an understanding of our students customer needs in respect of the Finance counter service we offer and their opinion of the level of customer service it provides.

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