The code of values and principles establishes the framework within which members of the ARO are encouraged to set the highest standards of professionalism, innovation and efficiency. In order to demonstrate this professionalism, commitment and contribution to the aspiration of the ARO, staff are expected to:

1. Provide high quality professional services
2. Develop an appreciation of academic culture, of the tradition and values of the organisations and institutions through which it is sustained, and of the roles of colleagues at all levels and in all branches of higher education.
3. Be sensitive to the multiplicity of clients served by higher education administration and to the need to balance conflicting demands.
4. Act with integrity, honesty, fairness, professional impartiality and diligence and without discrimination.
5. Observe due care, objectivity and respect for confidentiality.
6. Be explicit and straightforward (whilst exercising tact and diplomacy) in dealings with colleagues and clients.
7. Ensure that personal interest does not override the needs of clients.
8. Accept responsibility for their actions.
9. Challenge existing practices and ideas where necessary.
10. Be committed to their own personal and professional development by seeking new knowledge and skills to enhance professional performance.
11. Foster the development of others by sharing expertise and good practice.

Having outlined our responsibilities, this is what we expect in return:

1. That you will treat us with respect. We will not tolerate rude or inconsiderate behaviour. If you call or visit us and behave in a threatening or abusive way, or use rude or abusive language, we may terminate the telephone call or ask you to leave the office. If you write to us using rude or abusive language, we may not respond fully to your enquiry.
2. That you will be on time for appointments we arrange with you – or let us know if you are delayed or unable to attend.
3. That you will be polite and considerate to other colleagues and customers.
4. Let us know if you have any special requirements so that we can accommodate you effectively.
5. Give us more information if we ask you to.

Feedback, Complaints and Appeals

The Academic Registrar’s Office welcomes feedback as this will help inform our service delivery. There are several methods for providing feedback on our services, some informal and some formal.

If you have general comments about our services, please email p.c.griffiths@warwick.ac.uk in the first instance and we will do our best to take your comments on board.

From 29 September 2014, the University has introduced a new Student Complaints Resolution Pathway to provide a clear route to resolve complaints quickly and effectively; ideally as close as possible to the area in which they arise. The Pathway and associated formal Procedure has three clear internal stages:

Stage One: Frontline / Local resolution
Stage Two: Formal Departmental Resolution
Stage Three: Formal Institutional Review and Final Resolution

Further information and guidance about the University’s Student Complaints Resolution Pathway is available here these webpages also include links as to how your complaint can be escalated externally to the Office of the Independent Adjudicator (OIA).

If you not a student and you wish to submit a complaint, please see the University External Complaints Procedure (web link is https://warwick.ac.uk/services/feedbackcomplaints/external/)

For Academic Appeals, please see our Appeals Pages:

• Undergraduate Appeals
• Postgraduate Appeals