Student Complaints Procedure

You should read the Student Complaints Procedure and then submit a Complaints and Academic 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. To submit a request, fill in Eligibility / Level 2 Request form

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.