We work to resolve complaints quickly and provide guidance for staff to help them do this. Below are the principles that underpin our complaints procedure.
These are that:
We take complaints seriously
This means that no complaint should be dismissed without due consideration of the facts, testimonies and basis for concern.
This does not mean that students are allowed to log frivolous, vexatious, or malicious complaints, or request unreasonable outcomes.
We listen to concerns without bias
This means that staff handling informal complaints take the time to listen to the student, without prejudice, to understand the basis for concern and what can be done to put things right.
This does not mean that students are permitted to act unreasonably or harass staff members during a complaint.
We aim to reach a fair outcome
This means that students can always expect that their complaint will be investigated properly, and where there are failings that these are remedied appropriately.
This does not mean every complaint should be upheld, or that the student’s request will always be agreed.
We support students throughout their complaint
This means that, whenever possible, staff members should look to assist students to achieve an amicable agreement and to remedy the issue even where no error has occurred. It also means that staff should allow the student to seek independent advice where needed.
This does not mean that staff members are responsible for managing the student’s engagement with the complaints process. It also doesn’t mean that a complaint should be left unresolved for an unreasonable period of time due to delays either on the student’s or the University’s side.
We inform students of next steps
This means that students can disagree with the outcome of an informal complaint and request it be escalated to the next stage of the complaints process. Wherever possible, staff should signpost this clearly and provide any necessary assistance to allow the student to do this.
This does not mean that a student can request specific people review their complaint, or that they can ask for repeated reviews at the informal stage.