Complaints help us to learn and improve the work we do.

Whether you're an applicant, a student, graduate or a member of the public we take your complaints seriously and treat you with respect.

You'll never be disadvantaged as a result of raising a genuine concern and we treat all parties fairly in our investigations.

Our complaints procedures are designed to be accessible to everyone who may need them. If you aren't able to use the complaints procedures as described, please contact our Casework team at [email protected].

Working Together Respectfully

We recognise that casework and complaints processes can sometimes be challenging. To support constructive engagement and help ensure a safe and respectful environment for everyone involved, we have published our Working Together Respectfully Guidance. This guidance explains the standards of behaviour we expect, our commitment to respectful communication, and how to request reasonable adjustments.

Read the Working Together Respectfully Guidance (PDF)

 

 

Making a complaint

Find out how we deal with complaints:

Applicant complaints

Making a complaint as a University applicant

Members of the public complaints

Making a complaint as a non-student

Student complaints

Making a complaint as a current student

Research Misconduct complaints

How to raise a concern about Research Misconduct at the University

If you are studying with one of our partner institutions and would like to make a complaint, you should first use the partner's internal complaints procedure. If you are unhappy with the result you can make a complaint to us as a current student.

Freedom of Speech and Academic Freedom Complaints

The University is committed to protecting freedom of speech within the law and academic freedom. If your complaint relates to freedom of speech or academic freedom, it should be submitted through the appropriate University procedure for your circumstances. Students should use the Student Complaints Procedure, members of staff should use the relevant staff or HR procedure, and visitors, visiting speakers, applicants and members of the public should use the Complaints Procedure for Members of the Public. Complaints will be considered in accordance with the relevant procedure and with due regard to the University's legal obligations relating to freedom of speech and academic freedom. Following completion of the University's procedures, some complainants may be able to seek review by an external body, including the Office of the Independent Adjudicator or, where eligible, the Office for Students' Free Speech Complaints Scheme.

Potential Outcomes

The outcome of a complaint will depend on the circumstances of the case and the remedies available under the relevant procedure. Where a complaint is upheld, the University will consider what action is reasonable and proportionate in the circumstances. Outcomes may include explanations, apologies, corrective action, service improvements or other appropriate remedies.

Support and advice

Your first step to resolving a complaint is to raise your concerns informally, by either speaking or writing to a member of university staff in the area in which the complaint has arisen or by contacting the Student Casework team. If that doesn't lead to an adequate resolution, your next step will be to register a formal complaint.

These services can help you to discuss your concerns or support you in making your complaint:

If your concerns cannot be resolved informally, or informal resolution is not appropriate in the circumstances, you may be able to raise a formal complaint under the relevant University procedure. Please click on the relevant button to review the procedure most suited to your situation. 

The Office of the Independent Adjudicator for Higher Education (OIA) provides an independent review scheme for eligible student complaints once the University's internal procedures have been completed. Information about access to the OIA is provided within the relevant student procedures. You can see how complaints about the University to the OIA are handled, and the outcomes following OIA investigations, at the OIA website.

We keep records of all complaints made to us in accordance with the principles of the Data Protection Act 2018 for the time period specified in our record retention schedule – in this case, either 3 or 6 years after the last action relating to the complaint, depending on the type of complaint made.

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