Quality Assurance and Enhancement

Student Complaint Procedure

Integral to our University's approach to the monitoring and enhancement of all aspects of its operation are students' views.

The views of students are sought by a variety of means, however, UEL believes that students should be provided with the opportunity to express concerns about all aspects of its operation through making a complaint.

• What does the procedure cover?
• What is not covered by the procedure?
• Before you complain
• If you decide to complain
• Further information

What does the procedure cover?

The regulations are intended to cater for situations where a student has a serious complaint concerning:

• the conduct of a member of staff towards him or her;
• the delivery of a programme upon which he or she is enrolled, which cannot be resolved by informal processes;
• a service provided by our University which cannot be resolved by informal processes.

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What is not covered by the procedure?

Please note that the Complaints Procedure does not cover the following categories, for which separate procedures exist:

• appeals against the decision of Assessment Boards;
• appeals against the decisions of the Extenuation Panel;
• complaints against the Students' Union;
• appeals against decisions taken under disciplinary proceeding;
• complaints about businesses operating on University premises, but not owned by our University;
• complaints about the behaviour of other students;
• appeals against the decision of Investigating Panels.

Please note that no complaints can be made that relate to a matter of academic judgment.

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Before you complain

Before submitting a complaint students are advised to consider whether there are other more suitable ways for them to express their concerns.  For example, this may be through programme committees, module evaluation questionnaires, or discussing the matter with the Head of Student Compliance and Responsibilities or relevant School Registrar.

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If you decide to complain

You are strongly advised to seek the advice of the Students' Union Advice and Information Service before proceeding with your complaint. You may contact the Advice and Information Service on 020 8223 7025 or email studentadvice@uel.ac.uk

All students are encouraged to attempt to resolve their complaint informally and conciliate on the issue with the member of staff most directly concerned (Stage 1) before submitting a formal complaint (Stage 2).

If you believe that your complaint cannot be resolved through conciliation (Stage 1) or you wish to proceed directly to Stage 2 by submitting a formal complaint then please complete the Complaint Form and return it to Quality Assurance & Enhancement.  Please note that there are time limits for submitting your formal complaint and an extension to these time limits is only possible in exceptional circumstances.

For a summary of the University Complaints Procedure and the various stages please view the following flowchart.

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Further information

Students wishing to put in a complaint should carefully read the following guidelines detailing the Complaints Procedure, before submitting a Complaint Form. Please ensure that your completed Complaints Form clearly specifies the outcome that you are seeking to your complaint.

Word version of the Complaints Form

PDF Version of the Complaints Form

If you require the Complaints Form in a different format to that available then please contact Quality Assurance & Enhancement.

If you are a student studying at a partner institution or studying your programme by distance learning and have a query to do with the Complaints Procedure or who to direct your complaint to then please contact Quality Assurance & Enhancement who will be able to advise.

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© 2007