Complaints

What is a complaint?

A complaint is when you raise a concern about the University’s services, facilities, staff, or the behaviour of other students.

The process is there to make sure your concerns are listened to, investigated fairly, and resolved wherever possible.

What can I complain about?

Examples include:

• Academic or administrative services (e.g. course organisation, timetabling).
• University facilities (e.g. library, IT, accommodation, estates).
• Treatment by staff.
• Behaviour of other students where the behaviour can be considered as a breach of the student Code of Conduct.

What can’t I complain about?

Complaints cannot be made about:

• Decisions of an Award Board (these fall under the academic appeals process).
• Matters already dealt with under another procedure (e.g. disciplinary, ECs).
• Issues that happened more than 3 months ago, unless there’s a good reason for the delay.

What are the stages of a complaint?

• Early Resolution
• Raise the issue directly with the staff member, service, or School involved. You should do this within 20 working days of becoming aware of an issue.
• Formal Complaint
• If you are unhappy with the response or the complaint has not been resolved at Early Resolution complete the University’s Complaint Form (CS1).
• You should clearly explain what went wrong, the steps you have taken to resolve this via early resolution and the outcome you are seeking.
• Provide evidence to supprt your claim.
• Formal complaints should be submitted within 20 working days of the early resolution outcome.
• Review
• If you’re still dissatisfied after the formal complaint outcome, you can request a review of the decision (CS2).
• You can submit a CS2 on the following grounds: the decision making did not follow ARU process and/ or, the decision making was unreasonable and / or, new facts / evdience is known after the CS1 outcome was provided.
• Reviews must be submitted within 20 working days of the CS1 outcome. If you require more time you should request this.
• External Review
• If you have exhausted the University’s process and remain unhappy, you can take your case to the Office of the Independent Adjudicator (OIA).

How long will it take?

1. The University aims to resolve complaints within 20 working days of receipt at each stage of the process.
2. If they require longer, they will inform you of this to your student email

Tips for writing your complaint

• Be clear, factual, and specific about what happened.
• Provide dates, times, and names where possible.
• Attach relevant evidence (emails, letters, photos).
• State what outcome you are seeking (e.g. an apology, explanation, or improvement in service).

Where can I get help?

• UNION Advice – we can review your complaint statements, provide written feedback and advise you on the process.
• External support – the OIA provides independent advice once ARU’s process is complete.