UNIVERSITY COMPLAINTS PROCESS
DOWNLOADABLE RESOURCES: PROCEDURES AND FORMS
The Complaints Procedure is outlined fully in the 'Student Complaints Procedure' document. Complaints have three stages:
1. Informal;
2. Stage 1 (Formal); and
3. Stage 2 (Formal)
You also have the option to submit your Complaint to an external body (OIA) if you are unsatisfied with your resolution at Stage 2 and you receive a "Completion of Procedures" letter from the University. You can download the procedures and forms below.
1. Informal;
2. Stage 1 (Formal); and
3. Stage 2 (Formal)
You also have the option to submit your Complaint to an external body (OIA) if you are unsatisfied with your resolution at Stage 2 and you receive a "Completion of Procedures" letter from the University. You can download the procedures and forms below.
| Student Complaints Procedure |
| Student Complaint Form Stage 1 |
| Student Complaint Form Stage 2 |
INFORMAL PROCESS
Before you can submit a formal Complaint, you should try and resolve it informally first- this could be through mediums such as an informal conversation with the person/s, or a mediated meeting with a third party present, to discuss the issue and attempt to resolve it.
STAGE 1: FORMAL
If you have tried to solve it informally, and not come to a successful outcome, you can then progress onto submitting a formal, Stage 1 Complaint. For this, it's important to include any evidence you have to support your claim. Also, you should try and be solutions focused- when writing your potential resolution, be realistic.
STAGE 2: FORMAL
If you submit your Stage 1 (Formal) Complaint, and are not satisfied with the response given at that stage, you can move onto a Stage 2 (Formal) Complaint. The University will review the response given at Stage 1 and decide whether any further appropriate action will be taken.
KEY THINGS TO REMEMBER WHEN SUBMITTING A COMPLAINT
1. The University may not review your case if you do not attempt to resolve the issue informally first (please provide details of how you've attempted to do so on the form you submit).
2. The University will try to resolve your Complaint quickly (within 20 working days, or less).
3. Information that you share on the Complaints form will be shared with the individual/s that the Complaint is about- this is to identify the route of the problem, and to attempt to provide a solution. Therefore, the University does not accept anonymous complaints.
4. Once your Complaint has been submitted through the Complaints policy, and a resolution has been found, or your case has been dismissed, you cannot have the same case heard through a different route.
5. The Students' Union, and Student Advice Clinic, can provide you with help to fill out a Complaints Form, however they have no jurisdiction over the outcome of the case.
6. You can, if you are unhappy with the result of the Universities Complaints process, submit a final copy of the Complaint to the OIA (Office of the Independent Adjudicator). The OIA are an independent body, who review Complaint cases from Universities across the country. The Student Advice Clinic can signpost you to the OIA, and how to submit your Complaint to them, however this is the only involvement that the SAC can have.
If you have any questions about the Complaints procedure, or would like assistance completing the form, please contact a member of the team using the online form on the "contact an advisor" page.
2. The University will try to resolve your Complaint quickly (within 20 working days, or less).
3. Information that you share on the Complaints form will be shared with the individual/s that the Complaint is about- this is to identify the route of the problem, and to attempt to provide a solution. Therefore, the University does not accept anonymous complaints.
4. Once your Complaint has been submitted through the Complaints policy, and a resolution has been found, or your case has been dismissed, you cannot have the same case heard through a different route.
5. The Students' Union, and Student Advice Clinic, can provide you with help to fill out a Complaints Form, however they have no jurisdiction over the outcome of the case.
6. You can, if you are unhappy with the result of the Universities Complaints process, submit a final copy of the Complaint to the OIA (Office of the Independent Adjudicator). The OIA are an independent body, who review Complaint cases from Universities across the country. The Student Advice Clinic can signpost you to the OIA, and how to submit your Complaint to them, however this is the only involvement that the SAC can have.
If you have any questions about the Complaints procedure, or would like assistance completing the form, please contact a member of the team using the online form on the "contact an advisor" page.