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Where can I view the full Student Complaints Procedure?
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.