Student Complaint Procedure

  • You should submit a completed Complaints and Appeals Form

    If you need the form in an alternative format, or need support, please contact the Student Investigation and Resolution Team. 

    The process and timescales can be found in the table below.

    Timescales for complaint responses

    Stage of Procedure

    Timescale

    Responsibility

    Submission of Complaints and Appeals Form As early as possible, but within two months of the incident or omission Student
    Acknowledgement of receipt of Complaints and Appeals Form 5 working days from Submission of Complaints and Appeals Form Student Investigation and Resolution Team
    Student Investigation and Resolution Team member admissibility outcome response 10 working days from Submission of Complaints and Appeals Form Student Investigation and Resolution Team 
    Student Request Review of admissibility decision 10 working days from Response Letter Student
    Acknowledgement of Review Request 10 working days from Student Request Student Investigation and Resolution Team
    Response to Review Request 20 working days from Student Request Independent SIRT member
    Level 1 Response 20 working days from referral to Level 1 Student Investigation and Resolution Team
    Student Request Progress to Level 2 10 working days from Level 1 Response letter Student
    Response to Level 2 request 5 working days from Level 2 Request Student Investigation and Resolution Team
    Level 2 Response 20 working days from referral to Level 2 Student Investigation and Resolution Team
    Suspension of Procedure SIRT member

    Requesting a review of a decision that your complaint is inadmissible

    If you are dissatisfied with a decision that all or part of your complaint is not eligible, you may request an eligibility review within 10 working days of the date the decision, stating the reasons why you think the decision was not in accordance with the complaints procedure. Late requests for a review will be considered only if evidence is provided to demonstrate that there was good reason this could not have been made earlier.