Student Complaints

The University is committed to providing high-quality education and support to its students. However, we recognise that sometimes you may have concerns about the provision of your course and/or related services.

Concerns must be raised no longer than three months after they first arise. This makes it much easier for us to investigate them thoroughly. We may decide not to progress your complaint if you do not raise it within the three-month period and we do not believe you have offered a good reason for the delay.

Our Regulations and Procedure outline the process we use for dealing with a complaint. 

Regulations and Procedure 2025/26

Forms

You may also find the following guidance documents helpful:

Previous years’ regulations are available on request from the Student Casework Unit. Please email: [email protected].

Student Complaints Regulations

  • ‘Malpractice or Impropriety’ has been removed as an admissible issue for complaint and redirected to the University’s Whistleblowing policy.
  • At 3.10, clarification of wording around anonymous complaints to stipulate that independent evidence must usually be provided; the decision to investigate an anonymous complaint will lie with the Head of Student Casework (or nominee).
  • There is a change to process under Complaints against members of staff. Students who raise complaints against staff may be referred to HR; however, it will be for Student Casework to facilitate an outcome for the complainant, in light of OIA best practice guidance.
  • At 3.23, clarification is provided on processing group complaints relating to more than one issue and/or cohort. This change has arisen from a recommendation made at Student Casework Group 2023-24 in respect of group cases and ensuring that groups are organised in such a way that allows the University’s procedures to be conducted efficiently.

Student Complaints Procedure

  • At 2.4, clarification is added that Student Casework may refer a complaint for early resolution on receipt, where appropriate and if it is felt there is opportunity i.e. the team may possess an insight into resolving cases that it would not be possible for the student to have.
  • The grounds for requesting a review are clarified slightly for enhanced accessibility for students.
  • At 4.4, there is a change in wording from University Secretary (or nominee) to Head of Student Casework (nominee), as the initial review for eligibility would sit more appropriately under Student Casework and allow for potential escalation.
  • Changes to request for review stage have been added to make the process more efficient and remove bureaucracy. Following the initial review of eligibility, a Senior Officer/Academic will be able to recommend a revised outcome to a complaint (any revisions will be approved by the original decision maker e.g. the Dean or Nominee).

The University aims to ensure that its quality standards are adhered to in the conduct of its examinations. Consequently, a separate process has been put in place to allow you to report any issues related to the conduct of an examination with which you were unhappy. This should be submitted within five working days of the examination taking place.

Further details on how to report an issue with an examination can be found here.

The General Data Protection Regulations (GDPR) have now replaced the Data Protection Act. An explanation of how the University will use your data can be found here and in the Communication Plan at the top of this page. Please note that in accordance with GDPR Regulations any third-party supporting evidence will only be accepted if it is accompanied by a completed Third-Party Consent Form (available under Forms).