Thinking of making a complaint?

If you’re in conflict with the University, and feel that you have been treated unfairly the process for making a complaint can consist of two stages;

Informal (where appropriate)

An attempt to resolve the issue informally with those most closely involved. It is important to make this attempt to demonstrate that you have already exhausted all options before submitting a written complaint. If after this stage you do not get a response that you feel considers and responds appropriately to your concerns, you can go ahead with a formal complaint.

Formal

If the issue cannot be resolved informally, a formal complaint to escalate the matter within the University can be initiated. This should ideally be done within 3 months of the latest event relating to the complaint. Once you have sent this letter, your complaint will be considered, and further investigations may take place.

What do we offer?

If you feel the University has failed to deliver the appropriate standard in some way, LSU Advice can guide you through each stage of the complaints process. Our support can include:

• Talking through your situation with you
• Seeking an informal resolution where possible
• Reviewing two drafts of your response to the committee (one in depth, and a second final check)
• Advising on what evidence may be necessary

We can also support with preparing complaints to the Office of the Independent Adjudicator if you have exhausted appropriate University processes.

To find out more about how we can help, please watch our complaints video below:

We will be able to give you more specific and personalised advice once you have got in touch with us directly. You will be allocated an advisor, who can provide advice via email and can guide you through the process and your options.

Do get in touch as soon as possible if you feel there is an issue arising. Complaints are typically easier to resolve the sooner they are raised.

Please note that as part of the Students' Union, unfortunately we cannot provide advice on LSU complaints procedures. There are also specific processes for the appealing of results and outcomes of disciplinary or academic misconduct cases in the first instance.

If you haven’t done so already, please visit the following University links which outline further information about the complaints process: