Student Complaint Procedure

  • You should submit a completed Complaints and Appeals Form via email to studentdisputes@brookes.ac.uk, or by handing it in or posting it to: 

    Student Disputes Officer
    Student Central
    JHBB, Headington Campus
    Oxford Brookes University 

    The process and timescales can be found in the table below or in the Complaints and Appeals Flow Diagram (PDF).  

    Timescales for complaint responses

    University 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 Complaints and Appeals Form

    5 working days from Submission of Complaints and Appeals Form

    Student Disputes Officer

    Student Disputes Officer  Response (Admissible or not)

    10 working days from Submission of Complaints and Appeals Form

    Student Disputes Officer

    Student Request Review of Student Disputes Officer  Decision

    10 working days from SDO Response letter

    Student

    Acknowledgement of review request

    10 working days from Student Request

    Academic Registrar

    Academic Registrar Response to Review Request

    20 working days from Student Request

    Academic Registrar

    Level 1 Response

    20 working days from SDO Response letter or AR Response Letter
    (30 working days if extension allowed by SDO)

    Faculty/Directorate Senior Staff Member

    Student Request Progress to Level 2

    10 working days from Level 1 Response letter

    Student

    Response to Level 2 request

    5 working days Level 2 Request

    Student Disputes Officer

    Level 2 Response

    20 working days from Student Request to go to Level 2

    2 Senior Staff Members outside the faculty.

    Suspension of procedure

    Within 10 days of the suspension

    Academic Registrar

    * The University defines a ‘working day’ as Monday-Friday excluding bank holidays and other periods the University is closed.

    If you get a response that is not satisfactory at Level 1, or you do not get a response at all, you may refer your complaint to Level 2 of the complaint procedure, where it will be considered by the relevant senior members of staff. To do this the you must write to the Student Disputes Officer within 10 working days from the Level 1 response letter or the deadline for the Level 1 response, if a response has not been received. The request must clearly state:

    1. that the student would like the complaint to be considered at Level 2 of the complaint procedure.
    2. the reasons why the student believes that the response is unsatisfactory;
    3. the remedy the student is seeking;

    You should normally receive an acknowledgement that your complaint has been referred to Level 1 or 2 within 5 working days. If you do not receive such a response in that timescale, you should contact the relevant Student Disputes Officer to find out why. For more information, please refer to the regulations or speak to a Student Disputes Officer or the Brookes Union Advice Service.