Our Student Complaints Resolution Procedure has 3 Stages.

• Stage 1: Frontline / Local Resolution

The initial stage in the complaints procedure allows for straightforward complaints to be resolved quickly and effectively at the point at which the issue occurred.

• Stage 2: Formal Departmental Investigation and Resolution

The second stage of the complaints procedure may be used if you are not satisfied with attempts to informally resolve your complaint. Alternatively this stage can be used if the complaint is so complex or serious that informal resolution would be inappropriate.

• Stage 3: Formal Institutional Review and Final Resolution

If you are not satisfied with your Stage 2 outcome then, if you meet the published criteria, you can apply for a review of the Stage 2 process to include previously unavailable evidence or determine that appropriate processes were followed and that the Stage 2 decision was reasonable.

Useful Links

Student Complaints Resolution Procedure (with effect from 2 November 2022)

Previous Student Complaints Resolution Procedure (expired 1 November 2022 and for historical reference only)