Staff feedback and complaints
Introduction to the University Complaints and Feedback Procedure
The University is committed to providing its staff with high quality services which will be managed efficiently and which will be publicised with clarity and precision. We strive to deal with all staff in a manner which is fair, efficient and courteous, and within the letter and spirit of the University’s Dignity Principles policy.
However, there will be rare occasions where a member of staff feels that their expectations have not been met. In these circumstances as a staff member you are entitled to give feedback or make a complaint about the department or service in question. The below procedure in section 3 outlines how to go about doing this.
Please be aware that this procedure outlines the correct process for providing feedback or for making a complaint about a particular service you have received from the University. While we welcome the contribution of staff to wider ideas for improving institutional policies and practices, if you wish to submit such an idea you are asked to use the appropriate consultative processes for doing so.
1. How to give feedback or make a complaint
3. Complaints or feedback relating to other matters
4. What you need to know about submitting a complaint or providing feedback
5. What you can expect from the complaints and feedback process
1. How to give feedback or make a complaint about a service you have received
The route you take for providing feedback or making a complaint is outlined below in section 3. If the matter relates to the University's Disciplinary Regulations, the Dignity Principles policy, Staff Grievances, the Code of Practice for the Investigation of Research Misconduct or the Whistleblowing Code of Practice then links to the separate procedures for those are set out below in section 2.
2. Complaints relating to disciplinary issues, harassment issues, staff grievances, research misconduct or whistleblowing
These complaints each have their own particular policies. Please consult the following links if considering making complaints of this nature:
Disciplinary Regulations - these deal with student misconduct which interferes with the proper functioning or activities of the University, with those who work or study at the University, or which otherwise damages the University and the process to be followed in relation to this.
Dignity Principles policy for staff and students - these set out our expectations of how we behave as a community, both as individuals and as an institution, and inform our approach to taking appropriate action when these expectations are not met. They set out that discrimination, harassment and bullying will not be tolerated and how to report concerns in relation to this.
Staff Grievances - The people team Grievance Procedure applies to all University staff. Grievances are concerns, problems or complaints that employees raise with their employer regarding their employment.
Code of Practice for the Investigation of Research Misconduct - this includes but is not exclusive to concerns relating to the fabrication or falsification of research data, the use of another person’s ideas, work or research data without appropriate acknowledgement and/or misleading ascription of authorship to a publication. If an individual has a complaint about the way the Research Misconduct process itself is being operated and have tried to resolve it directly with the individual(s) responsible but have not been able to, they should contact the Director of Human Resources (see below) on behalf of the Registrar.
Whistleblowing Code of Practice - this makes provision for University staff to raise concerns about serious malpractice within the University and to do so with the knowledge that their action will be viewed positively and that they will be protected from victimisation.
If you are uncertain as to whether your particular complaint falls under one of the above you should consult your People Partner.
3. Complaints or feedback relating to other matters
If you are a member of staff who wishes to provide feedback/make a complaint about any area of University service that you have received that is not covered above in section 2, please take the following steps:
1. If your comment involves a specific feedback or complaint, you should call the general departmental enquiries number or email as listed on the appropriate departmental website. Some University departments specifically provide guidance on their departmental websites about giving feedback or making a complaint. You should contact your People Partner if you are a member of staff for further advice.
2. If your feedback is of a general nature and/or you are not aware of a more direct or local route to provide it, please do use the University's General Feedback Form. This form is not to be used for complaints, but for your views (compliments or concerns) on the University's services or operations for which you are not expecting a response or action in relation to your particular case.
3. If after communicating your concerns to the relevant department you feel that the issue has not been resolved to your satisfaction in a timely way and you wish to complain, you should write to the relevant Head or Director of the department who will provide an initial response typically within twenty University working days of receipt.
4. If after the Head or Director has investigated your complaint it has still not been resolved to your satisfaction, you are advised to submit a formal complaint, together with any supporting evidence or documentation, via complaints@warwick.ac.uk. Your complaint will be acknowledged within three University working days of receipt and we aim to provide an initial response to your complaint within twenty University working days of receipt.
5. If you remain dissatisfied with the final outcome (and proposed resolution) of your formal complaint, you will have exhausted the University’s internal complaints procedure.
4. What you need to know about submitting a complaint or providing feedback
- Don’t be afraid to give feedback or make a complaint. We are committed to ensuring we deliver the best service possible and your comments help us to do that.
- Members of staff are advised to contact their People Partner for advice before making a formal complaint.
- Please ensure that you follow the route for complaints or feedback outlined above. Occasionally the nature of your complaint may mean that it will require the immediate attention of the Head of Department/Director, and in a smaller number of cases, and in a smaller number of cases, a senior colleague, on behalf of the Registrar. However, in the large majority of cases your complaint will be dealt with more quickly if it is first directed to the relevant member of staff or local front-line service provider.
- Please be patient. We take seriously all feedback and complaints. You should expect a prompt initial response to any complaint, but where a complaint requires investigation it may take more than a few days.
- Complaints from members of staff in relation the University's Disciplinary Regulations, the Dignity Principles policy, Staff Grievances, the Code of Practice for the Investigation of Research Misconduct or the Whistleblowing Code of Practice have separate processes for appeal or independent review and the applicable policy or procedure should be consulted for details, see section 2 above.
5. What you can expect from the complaints and feedback process
- Feedback will be used as part of a ongoing process of improvement.
- All complaints will be taken seriously and every effort will be made to resolve the complaint to your satisfaction at an early stage.
- You should expect a response within a reasonable time frame and for your contact with the University to be characterised by courtesy and respect at all times.
- Where a formal written complaint (via email at complaints@warwick.ac.uk), you should receive an acknowledgment normally within three University working days of receipt.
- Where a complaint is made, you should expect to be kept informed as to the steps taken and progress made in resolving the issue that gave rise to the complaint.
- Where a particularly serious complaint is made, eg harassment, you should expect that the matter will receive the utmost attention and be handled with sensitivity and that your confidentiality will be respected - if at any stage in the complaints process it becomes necessary to reveal your identity to progress the matter further, your permission will be sought.
Guidance for staff who deal with student feedback and complaints