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Student Complaints Procedure

How do I make a complaint?

Students are encouraged to raise complaints at the first opportunity over any of the following issues:

  • the quality and standard of service provided by the University, including teaching and learning provision;
  • failure to provide a service; unsuitable facilities or learning resources;
  • inappropriate behaviour or treatment by a staff member, student or individual associated with the University (including contravening the University’s Dignity at Warwick Policy);
  • failure of the University to follow an appropriate administrative or academic process.

The History Department and the University aim to resolve straightforward complaints as quickly as possible using local resolution; problems with particular members of staff can generally be resolved satisfactorily in an informal manner.

However, should an informal process not resolve matters, or if the nature of the complaint is such that you feel you cannot approach the member of staff directly, then a formal approach (see below) may be required.

How does the University handle complaints?

The University has a three-stage Student Complaints Resolution Pathway for informal and formal concerns or complaints:

Stage 1: Frontline / Local Resolution

Complaints should initially be registered on a local level with the History department if possible, using our Student Complaint form; we aim to provide a response within 10 university days. If you find the response to be unsatisfactory, or you feel an informal approach is not appropriate, you should proceed to Stage 2.

Stage 2: Formal Departmental Investigation and Resolution

Stage 2 formal complaints are handled by the University, pending submission of the Stage 2 Departmental Resolution Complaint form, alongside any relevant documentation or evidence. If you find the response to be unsatisfactory, you should proceed to Stage 3.

Stage 3: Formal Institutional Review and Final Resolution

A Stage 3 review of your complaint response should be requested within 10 university days of the Stage 2 outcome, pending submission of the Stage 3 Formal Complaints form, alongside any relevant documentation or evidence.

More information can be found on the University's Student Complaints page.