February Start 2005

The Student Charter for Collaborative Partners of the University of East London (UEL)

If you are unhappy or have a problem

We are all committed to handling any complaint you may have in a fair and efficient way.

Often, the best way to sort out a problem is to take it up as quickly as possible, dealing only with the people involved. If this is not possible, or proves to be unsatisfactory, there will be other options that you should explore. It might be appropriate, for example, to raise the matter with:

• your programme tutor or module leader;
• the Head of School or Department or equivalent within the institution;
• the Students' Union (where appropriate).

You can expect:

• to be provided with advice and information on how procedures work;
• that complaints are treated seriously and fairly, and respect confidentiality at all times;
• support and encouragement to get help through the Students' Union where appropriate;
• that, if you complain, you will not be discriminated against because you have complained; and
• that the number of complaints received and their outcomes are monitored.

Our partners expect you to:

• if you feel able to do so, approach the person who is causing the problem and give them the chance to put things right;
• try to sort out problems informally and, if this is not possible, let the appropriate person know before the problems develop into greater difficulties; and
• if needed, get help and support from either your friends, the Students' Union, tutors or managers.

 

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© 2006