Corporate Governance

Complaints

The University is committed to providing high quality service and encourages anyone to raise issues where they have cause for concern about the University.

The University aims to resolve as many issues as possible in an informal and timely way. However, we accept there will be times when a more formal process of investigation may be necessary and the University has a formal complaints procedure that can be used in the situations listed below.

If you wish to raise an issue where you have cause for concern about the University, click on the link in the list which best describes you, to access the information you need to raise your concerns. We have also provided a list of other sources of help both within and outside the University, that may be helpful in trying to resolve any concerns.

The University aims to handle concerns in a way that:

  • Treats complaints with appropriate seriousness, sympathy and confidentiality
  • Is fair to all parties involved
  • Allows the University or particular section or department to benefit and learn from the process.

We will ensure that complainants are not discriminated against or suffer any disadvantage as a result of raising genuine concerns. 

It is important to remember that complaints will not always produce the outcome that you are seeking, as all points of view have to be considered. Whatever the decision, your concerns will receive serious consideration and if we are not able to resolve the problem we will explain the reasons for the decision. If your formal complaint is upheld, we will meet your reasonable, documented expenses in making the complaint.

Records of all complaints made to the University are kept in accordance with the principles of the Data Protection Act 1998 and for the time period specified in the University of Portsmouth‘s record retention schedule – that is, six years after the last action on the case.

Anonymous details of the number of complaints received and the subject and outcomes of the complaints will be included in an annual report made to the University’s senior management for quality purposes and equality monitoring. The relevant monitoring data will be collected from the student database.

The complaints procedures are designed to be accessible to everyone who may need to use them. If you have any special needs that mean you are unable to use the complaints procedure in the way set out, please contact the Complaints team using the contact details at the bottom of this page for advice on how to pursue your complaint.

In order to have the best possible chance to resolve any issues, please note that you should generally raise your concerns with the University within 20 working days of the date of the event about which you are complaining. If you have any general queries about making a complaint, please feel free to contact the staff in the Complaints team:

Samantha Hill
Title: Information Disclosure and Complaints Manager
Tel: +44 (0)23 9284 3642
Email: Samantha.hill@port.ac.uk

Helen Hill
Title: Assistant Complaints and Information Disclosure Officer
Tel: +44 (0)23 9284 3103
Email: Helen.hill@port.ac.uk 
Email: complaintsadvice@port.ac.uk

Which procedure to use

We have separated out the procedures for making a complaint to match your circumstances.

Therefore, to access information relevant to you, please click on the link which best describes your situation.

Are you: