The student charter of the University of East London (UEL)

If you are unhappy or have a problem

We are 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 personal tutor;
• your programme leader or module leader;
• the head of your school;
• the Counselling Service; or
• the University of East London Students’ Union.

If you have tried all these approaches and you feel that your concerns have not been dealt with adequately, you can use our formal complaints procedure. You can find this in our Manual of General Regulations and Policies, which is on our website. (You can also get a paper copy from reception.)

You can expect us to:

• provide advice and information on how our procedures work;
• treat complaints seriously and fairly, and respect confidentiality at all times;
• support and encourage you to get help through the Students’ Union;
• make sure that, if you complain, you will not be discriminated against because you have complained; and
• monitor the number of complaints we receive and their outcomes.

We 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 us know before they develop into greater difficulties; and
• if needed, get help and support from either your friends, the Students' Union, Student Services staff, tutors or senior staff.

We would like to hear from you as to how we are doing in keeping our promises to you and how we could do even better, please contact us on charter@uel.ac.uk

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© 2010