Raising a concern or making a complaint
The University recognises that there might be times when students, staff, applicants and members of the public wish to raise concerns about the services that we provide. We value all feedback, good or bad, and aim to learn from any negative comment to help us improve the service that we offer.
Our commitment to you
- Handle all complaints sensitively and confidentially
- Take all complaints seriously
- Treat you with respect at all time
- 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 is a complaint?
An expression of dissatisfaction about a University action or lack of action or a specific concern about the provision of a programme of study, support service, administrative system or policy operated by or on behalf of the University or any specific concern about the activities of University students whilst on University owned property or University staff engaged in University business.
When do I complain?
It would be helpful to make your concern known at the time that the incident/event happened with the person/area concerned. In most cases we will be able to resolve your concern. Delays sometimes mean that it can be difficult to investigate properly. The University will not normally accept complaints more than 3 months after the event in question.
Complaint procedure (Appendix 10 to the General Regulations)
How do I complain?
If you have experienced or witnessed incidents of harassment motivated by race, age, sex, gender identity, sexual orientation, disability, faith or any other reason, you can report it.
Please be aware that if you are a landlord in a tenancy or rent dispute with a student tenant, the university cannot assist in what is a contractual arrangement between landlord and tenant.
If you need us to make any reasonable adjustments to our complaints procedure, please contact Group Resolution Unit in the first instance at firstname.lastname@example.org or on +44 (0)24 7765 2191.