KeyActsComp

Complaints and Appeals

Complaints and Resolution Procedure

The University has established procedures for complaints about a service, member of staff, or another student. A complaint may be made by any student, including a research student.

The University provides a clear three-stage procedure for students to complain about the level of service or treatment which may have fallen short of what might reasonably be expected. At Level 1 (informal stage for resolution), complainants are expected to make every effort to resolve informally a problem with the individual(s) concerned or to seek help/advice in writing from the complainant’s tutor/supervisor/Head of School, or appropriate Head of Service

Only when the steps taken under Level 1 of the procedure have failed, or when the complainant considers that their complaint has not been resolved may Level 2 of the procedure be invoked by submission of the Complaints Form, together with full details of the complaint and any supporting evidence.

Level 3 is the formal review of the Level 2 outcome, where the complainant requests a review of the outcome of their complaint at the Level 2 stage.

Details of the complaints procedure can be found here:

Student Complaints Procedure

Academic Queries and Appeals Procedure

The University has established procedures for appeal against a recommendation by a progression panel and examiners of research degrees.

The University provides a clear three-stage procedure for students making Academic Queries and Appeals requesting reconsideration of Board of Examiners/ Personal Extenuating Circumstances (PEC) and/or Degree Programme Director (DPD) / Progress Decisions.

Level 1 is the informal stage for querying academic decisions. Appellants are expected to make every effort to raise their assessment/progress query, in writing, with the School/Faculty directly concerned in the first instance.  Graduate School Administrators are the nominated contact for Research Degree programmes/students at Level 1.

Only when the steps taken under Level 1 of the procedure have failed, or when the Appellant considers that their query has not been resolved, may Level 2 of the Academic Queries & Appeals Procedure be invoked by submission of the Academic Appeal Form together with full details of the formal appeal and any supporting evidence.

Level 3 is the formal review of the Level 2 outcome, where the Appellant requests a review of the outcome of their academic appeal at the Level 2 stage.

Details of the appeals procedure can be found here:

Academic Appeals Procedure