Complaints

The University has a duty to maintain and enhance the quality of its provision and to provide an effective system for handling complaints. This section of the website explains the procedures for investigating and resolving complaints where the complaint does not relate to an academic decision on progress, assessment or award directly affecting the complainant. A complaint concerning an academic decision of this nature is considered under the Appeals Code.

A complaint is defined as an expression of grievance or dissatisfaction to the effect that the University (including its employees and its students) has failed in its dealings with the complainant to meet either its own promised standards or standards that could reasonably have been expected.

Any person, including a registered student, former student, graduate of the University or applicant may raise a complaint. Prior to submitting a formal complaint, complainants should discuss the matter with the Head of the relevant Academic School or Administrative Department or Support Service, an Adviser of Studies, Supervisor, Course Coordinator, College Administrator or other member of staff in an attempt to resolve the matter informally.

If a complainant acts in an unacceptable manner, the response of the University will be guided by our Code of Practice on Unacceptable Behaviour.

Please see our FAQ for more information on submitting a complaint and how your complaint will be handled.

• Complaints Procedure [pdf]