► Complaints

The student experience is hopefully a positive one for most students. However, there are times when problems do occur, such as a complaint regarding your University accommodation or a complaint regarding your department's facilities. At these times you may want to make a complaint to the University. The University's Student Charter sets out the general entitlements and responsibilities of students. To read the Student Charter and the Student Complaints Procedure click here

If you would like guidance on how to submit a complaint or guidance when writing a letter of complaint this can be received from the LGoS Academic Adviser. Contact The Base to book an appointment. Below is a step by step guide to how a student can to complain informally and formally to the institution. To read the University's Complaints Procedure in full click here - you should ensure you read this fully before submitting any complaint.

Informal Complaints

First you should try to raise your complaint with the individual in writing or orally. Make sure you say how you would like to see the situation fixed.
You should try and make your complaint within one month of the actions (or lack of actions) taken. If for what ever reason this has not been possible this should not put you off complaining.
You should expect a response within ten working days of making the complaint. If the respondent is unable to do this they should inform you and give you a timescale
If the response involves a meeting then both persons shall be entitled to bring a long a friend, colleague or other member of the University (which includes the LGoS academic adviser)
If the person who has had the complaint made against them rejects the complaint, they must state their reasons for doing so.
If the complainant is dissatisfied with the response s/he receives from the person to whom a complaint has been made, or if s/he feels unable to approach directly the person against whom s/he has a complaint, s/he should submit a written complaint to the Head of Department (if it relates to an academic matter) or to the line manager for the service concerned.
If the head of an academic department is the subject of the complaint, then the written complaint should be made to the Dean of the Faculty.
If the complainant is unsure whom to approach at this stage, s/he may seek advice from the Director of the Student Administration and Support Division (SAS) or contact the LGoS Academic Advisor.
The written complaint should set out briefly: the nature of the complaint and the remedy sought; the informal steps already taken (if any); details of the response received; a statement as to why the complainant remains dissatisfied; and, without prejudice to any formal remedy which might be determined, the remedy s/he is seeking.
The Head of the Department or line manager for the service shall investigate the complaint and shall submit a written response to the complainant normally within fifteen working days of the receipt of the complaint. If it should prove impossible to respond fully within fifteen working days, the complainant shall be informed in writing of the timescale for the receipt of a full response.
If the investigation involves a face to face meeting between the Head of Department/line manager for the service and the complainant and/or person against whom a complaint has been made, the latter two shall both be entitled to be accompanied by a friend or colleague or other member of the University.
If the complaint is not upheld, the reasons for this decision must be stated in writing to the complainant and to any person against whom a complaint has been made.

Complaints about programmes, courses, facilities and services

You should raise the complaint with the person responsible for the area concerned. Make sure you say how you would like to see the situation fixed.
You should try and make your complaint within one month of the actions (or lack of actions) taken. If for what ever reason this has not been possible this should not put you off complaining.
You should expect a response to your complaint within ten working days of making the complaint. If the respondent is unable to this they should inform the complainant and give them a timescale.
If the response involves face to face contact then both persons shall be entitled to bring a long a friend, colleague or other member of the University (which includes the LGoS Academic Adviser).

Formal Complaints

It is always preferable to try to resolve complaints informally before reaching the stage of submitting a formal complaint. If you feel however your complaint has not been resolved informally below outlines formal complaint.

You should submit a complaint formally in writing to the Chief Operating Officer and should include copies of any informal correspondence .and evidence of any claims you make.
The Chief Operating Officer shall acknowledge the receipt of the complaint within five working days
If they are satisfied that you have taken the complaint as far as possible following the informal complaints procedure they will appoint a person/s without any material interest in the complaint to carry out an investigation.
The investigator(s) may seek to resolve the issue on the basis of what you have sent in, after having sought further information from the members of staff involved in the informal investigation of the complaint. The investigator may also wish to meet with you to clear up any queries they may have.
Or the investigator(s) may decide to call a hearing at which the complainant and any other persons involved may submit their respective cases.
At the hearing the complaint and the person who has had a complaint against them may bring a friend, colleague or member of the University (which includes the LGoS Academic Adviser) along with them, who may speak on their behalf.
If either party is unavoidably unable to make the hearing it will be postponed. If either party has voluntarily decided not to attend the hearing will still proceed.
Any hearing which a complainant is invited to will take place during semester time. If in exceptional circumstances hearings have to take place outside of semester time the University will reimburse reasonable travel and subsistence expenses.
After the investigation of the complaint the investigator(s) shall determine whether the complaint is justified or not and shall submit a report to the Chief Operating Officer containing recommendation they feel are appropriate.
The Chief Operating Officer will determine what action, if any, should be taken and shall communicate this in writing to you and all other relevant parties within 30 working days of the date of acknowledging receipt of the formal complaint.
If you remain unhappy with the resolution to the complaint you may appeal to the Vice Chancellor. The Vice-Chancellor or his/her nominee shall consider the circumstances of the case on the basis of the documentation and, having taken such advice as s/he deems necessary, shall determine whether there is prima facie evidence to support the complainant’s appeal that the case had not been handled properly or fairly. If s/he determines that no prima facie evidence exists, then the appeal shall be dismissed. If, however, the Vice-Chancellor or his/her nominee is satisfied that there is prima facie evidence to support the appeal, then s/he shall review the case. S/he shall inform the complainant, normally within 30 working days of receipt of the appeal, either that there is no prima facie evidence to support the appeal and therefore that the appeal has been dismissed, or that the case is to be reviewed. The Vice-Chancellor will acknowledge receipt of an appeal within five working days. The Vice-Chancellor or his/her nominee shall consider the circumstances of the case on the basis of the documentation and, having taken such advice as s/he deems necessary, shall determine whether there is
If you remain unhappy with the outcome of the internal complaints procedure you may then appeal for consideration of their case by the Office of the Independent Adjudicator for Higher Education (OIA). Further details and advice on how to do this can be obtained from the OIA website at www.oiahe.org.uk.

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