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Stage 1: Frontline / Local Resolution

We encourage students to raise complaints as soon as they become aware of them. The University aims to resolve straightforward complaints as quickly as possible using local resolution. You can raise a complaint in the following way:

  • You should contact the area of the University in which your problem arose.
  • You can do this in person, by email, in writing or by phone to register your complaint.
  • We will then investigate your complaint and you will receive a response typically within 20 University working days.
  • You can then submit a Stage 2 complaint if you are not happy with your Stage 1 outcome. You should submit this within 10 University working days of receiving the Stage 1 outcome.

We would encourage you to familiarise yourself with the Student Complaints Resolution Procedure before raising your complaint including the specific information about the Stage 1 process.

Useful Links

Current Student Complaints Resolution Procedure (with effect from 30 September 2019)

Previous Student Complaint Resolution Procedure (expired 29 September 2019 and for historical reference only)