We aim to provide high quality support to all students using our services. However, we appreciate that, on some rare occasions, you may feel that your expectations have not been met.

We really value your feedback – if you have any comments (positive or negative), a concern or a complaint related to Wellbeing Support, please raise it as soon as you can. Where possible, we will use this feedback to improve our services for others.

We encourage all comments, concerns or complaints to be raised with the colleague in question in the first instance, but you can also complete an online form if you feel that:

• The service delivered to you by Wellbeing staff is unsatisfactory
• A member of staff responsible for delivering this service did not act appropriately
• Wellbeing and Student Support policy is wrong or unfair

There are 3 stages to the University’s Student Complaints’ Procedure.

Stage 1

Frontline/local resolution
The relevant member of staff or Head of Service will deal with complaints received in their area and wherever possible, put things right immediately. If it is not possible to address the matter in the way you wish, the relevant member of staff or Head of Service will explain the reasons.

Stage 2

The formal departmental investigation and resolution stage is appropriate where a student is dissatisfied with the outcome of informal resolution attempted at Stage 1, or where informal resolution is not possible or appropriate due to the complexity or seriousness of the case.

Stage 3

The formal institutional review and final resolution is where the student 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 made was reasonable.

If you are a member of staff, the process is outlined here.

Contact details: 024 7657 5570, wellbeing at warwick dot ac dot uk.
Postal address: Wellbeing and Student Support, University House, Coventry, CV4 8UW.