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Student feedback and complaints A-Z


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A

Academic appeals

Advice on undergraduate and postgraduate academic appeals.

Admissions

The Student Admissions and Recruitment Office has its own complaints procedure which may be viewed here and complaints from applicants regarding the service they receive during the admissions process will be handled according to this procedure.

Applicants do not have the right to appeal against the academic judgement made on their application.

Advice

For sources of advice and support please see Support below.

Anonymous complaints

Complaints submitted anonymously will only be considered if sufficient information is provided to enable the University to investigate the complaint. Please see Section 5 of the Student Complaints Resolution Procedure.

C

Complaint

A complaint is defined for this Procedure as “an expression of significant or sustained dissatisfaction where a student seeks action to address the problem”.

The Procedure lists types of complaint that may arise, and examples of what is NOT classed as a complaint under the Procedure in Section 3.

E

Early Resolution

Early resolution of complaints should be sought and it is expected that the vast majority of complaints will be resolved at Stage 1.

The Student Complaints Resolution procedure aims to resolve complaints in a timely, effective and fair manner and to resolve complaints as close as possible to the area in which they arise.

Options to help early resolution, such as facilitated discussion (see below), should be considered wherever possible.

F

Facilitated Discussion

Facilitated Discussion (previously referred to as 'mediation' in the procedure) in the context of complaint resolution is a structured joint attempt to clarify and resolve an incident or problem through dialogue and negotiation, facilitated by a trained facilitator with no connection to the complaint or the other individuals involved. For more information see Section 9 of the procedure.

Feedback

Students are encouraged to provide feedback on all aspects of campus life and teaching and learning at Warwick. This can be done using the University's General Feedback Form.

Framework

There is an overarching Student Feedback and Complaints Resolution Framework within which there is a Student Complaints Resolution Pathway that has 3 clear internal stages and the latter is formally articulated in the Student Complaints Resolution Procedure.

L

O

Office of the Independent Adjudicator

The Office of the Independent Adjudicator (OIA) considers complaints from students who remain dissatisfied at the conclusion of the University's internal complaints handling procedures. Further details can be found on the OIA's website.

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Pathway

There is an overarching Student Feedback and Complaints Resolution Framework within which there is a Student Complaints Resolution Pathway that has 3 clear internal stages and the latter is formally articulated in the Student Complaints Resolution Procedure.

Procedure

The current Student Complaints Resolution Procedure can be found here.

S

Stages

The University's Student Complaints Resolution Procedure has three stages. Further information on each of these stages can be found in Section 8 of the Student Complaints Resolution Procedure.

Students' Union

The Students' Union has its own Procedure for complaints relating to the quality of support or gudiance provided by the Students' Union.

Support

If you have queries you are advised to seek support from one or more of the following:

T

Timescales

Complaints must be raised within three months of the problem becoming apparent. Please see Section 7 of the Student Complaints Resolution Procedure.