Am I able to make a complaint?

The University has a three stage complaints process.

Stage 1: Early Resolution

Complaints made by students are dealt with locally in the first instance, either within a Faculty, Department, School or service area. A student wishing to make a complaint should do so at the time, or as soon as possible after, they experience poor service or support.

If the complaint is related to your course, please discuss the issue with your School or Department.

If the complaint is related to a service, please discuss the issue with the person or persons providing the service, i.e. Accommodation, Campus Safety or the Library.

Stage 2: Formal Written Complaint

In the event that you are still unhappy with the resolution provided by the School, Department or service area, or if the School, Department or service area does not respond, you should progress the complaint to the Office of Student Complaints, Appeals and Regulation (OSCAR). This will be treated as a formal written complaint and will be assigned to a Complaint Handler.

Stage 3: Complaint Review Panel

In the event that you are still unhappy with the outcome of the Formal Written Complaint, you can submit a request for a Complaint Review Panel within 10 University working days of receiving the outcome. A Complaint Review Panel is formed of three members of staff from the pool of trained panel members who consider the complaint. Students do not attend this hearing unless requested by the Panel.

For more information on complaints, including how to submit a complaint, please visit our complaints page.