Issues which may not be raised through the Student Complaint Procedure

  • In general, the University will not consider any issues raised through the Student Complaint Procedure (PDF) either where it has no control over the service or facility being provided or where there is an alternative procedure that is more appropriate to the nature of the issue being raised.  Some specific examples of the latter are set out below.

    Circumstance which is excluded from the Student Complaint Procedure:

    Permissible alternative:

    Disagreement with and challenges to a decision of an Examination Committee

    Use the University Regulations: C3 Academic Appeals

    Disagreement with and challenges to the process or outcome of the Disciplinary Procedure

    Use the appeal mechanisms within the Disciplinary Procedure

    Disagreement with and challenges to the process or outcome of regulations or procedures relating to professional practice or standards

    Use the appeal mechanisms within the professional practice/standards regulations/procedure

    Complaints relating to events that occurred before the complainant became an enrolled student

    Raise the issue with the Academic Registrar (for issues relating to an application, raise the issue with the Deputy Academic Registrar (Admissions) (see section 20 of the Admissions Policy)

    Complaints relating to events that occurred after the complainant ceased to be an enrolled student

    Raise the issue with the manager responsible for the relevant area of provision or of the member of staff involved

    Complaints relating to the provision of services or facilities by another institution as part of a franchised, collaborative or other partnership course with Oxford Brookes

    Use the Student Complaint Procedure of the other institution – at the conclusion of that procedure in some circumstances some students may be able to raise the matter within Oxford Brookes

    Complaints relating to certain commercial operations of the Student Union

    Raise the issue with the Student Union General Manager

    Complaints relating to the Student Union acting as a licensee

    Raise the issue with the Student Union General Manager

    Challenges to the Student Union election process

    Use the appeal mechanisms within the Election Procedure

    Most complaints against other students

    Use the Student Conduct Regulations & Disciplinary Procedure

    Individuals excluded from using the Student Complaint Procedure:

    Permissible alternative:

    Individuals submitting anonymous complaints

    While the University will investigate such complaints insofar as it is possible, it will not take any action unless it finds independent evidence that it should do so

    Applicants

    Raise the issue with the Deputy Academic Registrar (Admissions) (see section 20 of the Admissions Policy)

    Relatives of students

    Encourage the student to raise the issue themselves

    Others raising issues on behalf of students

    Encourage the student to raise the issue themselves

    Students on franchised, collaborative or other partnership courses where the matters complained of are the responsibility of the other institution

    Use the Student Complaint Procedure of the other institution – at the conclusion of that procedure in some circumstances some students may be able to raise the matter within Oxford Brookes