Academic Registry
A Guide for Members of the Public on Making a Complaint to the University of Portsmouth
The University of Portsmouth is committed to education of the highest possible quality and to contributing to the best of its ability to the well-being of the city of Portsmouth, the county of Hampshire and wherever its work may touch on the lives and quality of life of others.
We realise though, that there may be times when you feel it is necessary to complain about something related to the University. The information below sets out how to go about making a complaint to the University. Please be assured that we will treat your complaint with all seriousness and deal with it as soon as possible.
Withdrawing your formal complaint
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Any member of the general public whether living in Portsmouth or not, including parents of a student at the University.
Your complaint might be about a student or a member of staff, about goods and services provided by the University, or any other area e.g. health and safety.
In the first instance you can contact the University’s Complaints Officer, Samantha Hill, on 02393 843642 or by e-mail at complaintsadvice@port.ac.uk.
The Complaints Officer will discuss your complaint with you and will contact other members of staff to try to resolve your concerns.
If your complaint relates to students in your community, you will be directed to the Student and Neighbourhood Liaison Service at the University (contact details at the end of this Guide). We have a firm commitment to solving this type of complaint through goodwill and co-operation.
We hope that most complaints can be resolved in this informal way, but if that is not possible, you can still make a Formal Complaint.
If you wish to lodge a Formal Complaint you should write to the Complaints Officer (contact details at the end of this Guide) providing the following information:
i) the background to your complaint
ii) the informal attempts you have made at resolving the complaint and who you discussed the matter with at the University;
iii) why the outcome of the informal attempts is not considered to be satisfactory, and
iv) the desired outcome of your formal complaint.
The Complaints Officer will decide whether, on the information in your complaint form, an investigation into the matter is warranted.
If an investigation is not warranted, because the Complaints Officer believes you have not exhausted the informal complaints procedure, you will be told within ten working days of receipt of your complaint.
If an investigation is warranted, you will be told that one will be carried out and given a date by which you should receive a report on your complaint. The investigation will be carried out by the Head of the Department / School from which your complaint arises, within 30 working days of receiving your formal written complaint. Once the investigation is completed, you will receive a written report of findings and conclusions, including, if appropriate, recommendations for action to resolve the complaint.
Where the report contains actions for the University in resolving the complaint, the member of staff charged to look at the recommendations will do so within ten working days of the receipt of the report and decide whether to follow the recommendations or take other action to remedy the complaint. You will be sent a letter outlining his/her decision, at which point the matter is closed.
Withdrawing your formal complaint
You may withdraw your formal complaint at any time, at which time the matter is closed.
University Complaints Officer
Academic Registry
University House
Winston Churchill Avenue
Portsmouth
Hampshire PO1 2UP
Tel: 023 9284 3642
e-mail: complaintsadvice@port.ac.uk
Student and Neighbourhood Liaison Service
Student Housing
The Nuffield Centre
St Michael’s Road
Portsmouth
Hampshire PO1 2ED
Tel: 023 9284 3214
e-mail: student-neighbourliaison@port.ac.uk