Student complaints

Oxford Brookes University aims to provide the highest quality services and facilities to all of its students. We hope you find that this happens throughout your time at University. However, if there are areas which concern you, or you wish to complain about an incident, let us know as soon as possible.

If you can informally talk to the person (or those in charge of the provision) involved, then please do so. If you cannot do this, you may need to raise a complaint. Please see guidance and speak to a staff member about how to do this.

It is easier to investigate a complaint soon after the event has occurred. Though we realise it may not be possible to raise a complaint immediately, the University expects students to submit any complaints that they have within 2 months of the event. Students should be aware that if they do not do so within 2 months of the issue or circumstance arising, it is likely that their complaint will be dismissed without further investigation or consideration due it to being late. The University will not normally consider complaints made after this, unless there is a good reason (with evidence to support) for the delay.

Students in the Forum, JHBB

Help and advice

Before engaging in the formal complaint procedure, you may wish to discuss the issue informally with an appropriate member of staff and raise a concern and we encourage you to do so. If you speak to someone in person (or by phone or email), you may get the chance to have a comprehensive dialogue, raise concerns fully, receive answers and if possible, some remedies.

If you need any further advice on how the Student Complaints Procedure works, you should contact:

If a complaint alleges harassment and/or bullying by one or more members of staff, the provisions of the Policy and Procedure on Harassment and Bullying shall apply (with the complainant having the same rights as an aggrieved member of staff under that policy). The Student Complaint Procedure does not cover matters relating to conduct.

How to submit a complaint

If the above advice is not appropriate, or you are unhappy with the response, you will need to formalise your complaint through the Student Complaint Procedure. While these notes explain in general how to do this, the specific details are set out in the Student Complaint Procedure itself. You are advised to read the Student Complaint Procedure and, if necessary, seek support from the Brookes Union Advice Service who can support you to complete your complaints form. They provide confidential advice, independent of the University. 

If you wish to submit a formal complaint, then you will need to complete a Complaints and Appeals Form. 

Things to consider

Other policies that might be more appropriate

Suitable submissions

Oxford Brookes does not allow vexatious or frivolous complaints or appeals. This means submissions will not be accepted if they are deemed to be:

  • obsessive, harassing, or repetitive
  • abusive in tone or language
  • insistent on pursuing unrealistic or unreasonable outcomes
  • designed to cause disruption or annoyance
  • demanding disproportionate redress, which lacks any serious purpose or value

For advice about writing your complaint or appeal, please speak to Brookes Union Advice Service.

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