This is the University’s formal complaints procedure under the Student Charter. It is intended to allow students to make a complaint about a service, a member of staff or another student within the University.
This complaint procedure should apply to all formal complaints – including those related to harassment to racial equality.
Grounds
A complaint can be made on any aspect.
Students should be prepared to provide evidence to support their allegation.
Note: a complaint cannot be used to seek to overturn the academic decision of examiners.
Process
In all cases you should consider trying to resolve the complaint informally with the individual concerned. Usually, before a formal complaint is accepted, you should have sought to resolve the issue informally.
The completed Student Complaint Form (with accompanying statements and evidence) should be sent to Student Progress Service. Complaint forms can be submitted by email to casework@ncl.ac.uk.
A complaint will not be investigated if it is not signed, or if it is anonymous. When you submit a complaint form you will normally be invited to discuss the issues raised and at the end of the investigation you will receive a written response.
Advice
Impartial advice on the complaints procedure may be sought from Student Progress Service. Assistance with submitting a formal complaint may be sought from the appropriate Officers of the Students’ Union, from the Student Advice Centre (Students’ Union – www.unionsociety.co.uk/sac) or from a Personal Tutor.
