Navigating the complaints process can feel daunting, but we've got you covered! From understanding deadlines to knowing who can submit a complaint, proofreading drafts and more - read on for all the details!

Where can I view the full Student Complaints Procedure?

You can find that here:

Who can make a complaint?

Complaints can be accepted from:

  • Current registered students, or groups of students
  • Students recently registered with the university

Complaints will not be accepted:

  • From parents or other third parties (unless expressly authorized to act on behalf of the complainant);
  • Where the complaint is made anonymously.
  • Where it is a repeat of a complaint previously considered or investigated under this procedure, unless new evidence is available.
Can I make a group complaint?

Yes, as long as you all agree and you are happy to nominate 1 or 2 people to act on behalf of the group.

I think I want to make a complaint, what do I need to do?

Most complaints can usually be resolved quickly by speaking with members of staff providing the service you're not happy with. This is called the Early Resolution stage.

If you're not satisfied with the response or feel unable to resolve your complaint directly with the school or service, you may submit a formal complaint. You should do this within 15 working days of whatever prompted your complaint.

I want to make a formal complaint, what do I need to do?

If you are not satisfied with the response you receive at Early Resolution Stage; feel unable to contact the person (or department directly) and/or consider the matter to be too serious for this stage to be appropriate, then you can then consider whether or not you wish to progress the matter further via the Formal Complaints stage by completing a Complaints Form.

What’s the deadline for making a formal complaint?

Students wishing to invoke the formal procedures are required to lodge their complaint within 10 working days of the end of the Early Resolution Stage or within 10 working days of the event that triggered the complaint to be made.

Where can I get advice on the complaints process?

Students can seek advice on any stage of the process by contacting the LBSU Advice Service via our contact form here.

When you contact us place attach copies of all relevant correspondence.

Can I get feedback on my draft complaint before I submit it to the university?

Yes, The Complaint form is online but if you want us to provide feedback on a draft before you formally submit the online form then you will need to fill out this form, which is a word version of the online form.

We aim to get back to you with feedback within 72hrs on a working day.

Student with laptop

Useful links:

Student Complaints Procedure Admissions Complaints Procedure Office of the Independent Adjudicator for Higher Education (OIA)

Still need help? Contact our LBSU Advice Service!

Fill in the Contact Form