Student Complaints Procedure

 

Before making a complaint you should speak to the school or service that you would like to complain about. We also encourage you to seek advice from the Students’ Union Advice Centre and/or one of the student conciliators because they have experience of resolving complaints. We will try to resolve your concerns informally through conciliation. Conciliation is the informal consideration of your concerns with a view to finding a positive resolution. The process will depend on the nature of the concern you have raised.

The Students’ Union Advice Centre can provide you with independent advice and you can be supported by one of their advisers at any stage of the student complaints procedure.

There are deadlines within this procedure and we expect you to keep to these unless you have compelling independent evidence to show why you could not do this. We are also expected to meet our deadlines but there will occasionally be times when we are unable to do this for good reason. If so, we will let you know why and keep you informed of progress.

 

Stage 1 School-level Resolution

If you remain unhappy you should complete Stage 1 of the student complaints form. Please give us the details of your complaint and tell us the solution you would like in order to resolve your complaint.

You should make your complaint at Stage 1 as soon as possible and no later than one calendar month of the incident which has caused you to complain, unless you can provide compelling independent evidence which shows why you could not raise the complaint sooner.

If you are complaining on behalf of a group of students you must attach a sheet to the student complaints form, containing the names and signatures of the students who form part of the group raising the complaint. You should ensure that the members of the group have agreed the content of the complaint and any supporting evidence that is sent to us.

If you would like someone to complain for you, you will need to provide us with your written authority by emailing us from your university email account to confirm who will be making the complaint on your behalf.

You should send your completed student complaints form to your School Manager and it will be passed to the relevant person within the school or service who will investigate your complaint. This person may invite you to meet with them to discuss your complaint.

You should receive a response, providing reasons for the outcome, no later than 20 working days of the date that we received your Stage 1 complaint.

 

Stage 2 University-level Resolution

If you are unhappy with the Stage 1 response you should complete Stage 2 of the student complaints form. You should ensure that Stage 1 also remains completed from the earlier stage of your complaint.

You should email the completed student complaints form to Registry via studentcomplaints@hud.ac.uk no later than 10 working days of the date you were issued with the Stage 1 response.

Registry will investigate your complaint unless your complaint is about Registry. If your complaint is about Registry we will ask a senior member of staff within the University to investigate your complaint.

As part of our investigations we may ask to meet with you and other people involved in your complaint.

We will send you a written response providing reasons for the outcome no later than 20 working days of the date that we received your Stage 2 complaint.

 

Stage 3 Request for Review

If you are unhappy with the Stage 2 response you can request a review by emailing studentcomplaints@hud.ac.uk no later than 10 working days of the date you were issued with the Stage 2 outcome. You will need to explain why you are unhappy with the Stage 2 response when requesting the review.

We will review your complaint to consider whether the student complaints procedure was followed correctly and whether the outcome reached at the formal stage was reasonable. The reviewer will be someone who has not been involved in the previous stages of this procedure and their decision will be approved by a Pro Vice Chancellor.  

We will send you a written response, providing reasons for the outcome, no later than 20 working days of the date we received your completed complaint review request form.

The reviewer’s decision will be final and will bring to an end the University’s internal procedure. There are no further stages and we will issue you with a completion of procedures letter at this stage.

 

Independent review of student complaints

You can request an independent review of our final Stage 3 decision. You will need to send your completion of procedures letter to the Office of the Independent Adjudicator (OIA) within 12 months of the date of the completion of procedures letter.