7. Timescales for making complaints
Complaints should be raised with the most relevant service area or member of staff as soon as possible to ensure prompt investigation and, wherever possible, swift resolution. Complaints must be raised within three months of the problem becoming apparent.
Once an outcome has been provided at Stage 1 Frontline/ Local Resolution Stage, a complainant or their representative has 10 University working days to escalate their complaint to Stage 2, together with supporting evidence, should the complaint or elements of it not be satisfactorily resolved at Stage 1 (see below for further information).
Following the communication of the written outcome from the formal Stage 2 Departmental Investigation and Resolution Stage, the student or their representative has 10 University working days to escalate their complaint to Stage 3, stating the grounds on which a review is requested (see below for further information).
A request by a complainant or their representative to the Academic Registrar to consider a complaint beyond the above time limits will not normally be granted unless there is evidence that the student was precluded from raising or escalating the complaint within the normal timescales.
International students must make themselves aware of immigration implications should consideration of their complaint extend beyond their permission to stay. A complainant would not typically be required to be present at the University for a complaint to be investigated, though participation in an investigatory interview via the phone or other means may be necessary.
Go to Section 8 of the Procedure.