Student Complaint Procedure

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Student Complaint Procedure

We want every student to have a positive experience at the University. If you have concerns about your course, services, or facilities, please let us know as soon as possible. This guide explains:

  • What you can complain about
  • What issues are not covered
  • How the complaints process works (3 stages)
  • How to take your complaint further if you’re still unhappy
  • You can read more about the full complaints procedure in part 10 of the Manual of General Regulations

What can you complain about?

You can make a complaint if you have serious concerns about:

  • How your course or teaching is being delivered (including at partner institutions)
  • Poor quality of learning resources or facilities
  • Poor services provided by the University

What’s not covered by this complaints process?

Some issues are handled through other procedures:

  • Appealing academic decisions (such as grades, progression, or awards) - see Manual of General Regulations, part 6
  • Academic misconduct (such as cheating or plagiarism) – see Manual of General Regulations, part 7
  • Fitness to Practice issues – see Fitness to Practice Policy (Manual of General Regulations, part 13)
  • Complaints about the Students’ Union – UELSU operates its own procedure (see their website)
  • Issues that are fully the responsibility of a partner institution (unless they affect academic matters overseen by UEL)
  • Complaints about another student - see Dignity at Work and Study Policy
  • Personal or private matters that are not the University’s responsibility. If they involve a breach of University regulations, they should be reported to the relevant Dean or Service for possible disciplinary action

How does the complaints process work?

The Student Complaints Procedure has three stages.

Stage 1: Local resolution

  • When? Within 1 month of the issue.
  • Who to contact? The staff member closest to the issue (e.g. your tutor, course leader, or service staff).
  • What happens? They will look into the matter and try to resolve it quickly and informally.
  • Response time: You should receive a written outcome within 1 month. If more time is needed, you’ll be told.

If you submit a complaint late and it is not accepted as exceptional, you will receive a letter confirming that your complaint is out of time. This is not a Completion of Procedures letter.

Use the Stage 1 complaint form

Stage 2: Formal complaint

If you are not satisfied with the Stage 1 outcome, you may escalate to Stage 2. In some exceptional cases, you may be allowed to go straight to Stage 2.

  • When? Within 1 month of the Stage 1 outcome.
  • How? Complete the Stage 2 Complaint Form and submit it.
  • Who handles it? An Investigating Officer (a staff member not previously involved).
  • What happens? They may meet with you to discuss the complaint and possible solutions.
  • Response time: You should receive a written outcome within one calendar month. If more time is needed, you will be informed.

Stage 3: Review

If you are unhappy with the Stage 2 outcome, you may request a Stage 3 Review.

  • When? Within 14 calendar days of receiving the Stage 2 outcome.
  • What it is: A review of how the University handled your complaint – not a re-investigation.
  • Who handles it? The University Secretary (or nominee).
  • Possible outcomes:
  • The Stage 2 complaint outcome is to be overturned, with the proposal of new recommendations, or
  • The complaint is to be rejected, and the Stage 2 Formal Complaint outcome decision is upheld.
  • Response time: You will receive a written outcome within 1 month.

At this point you will also receive something called a Completion of Procedures (COP) letter, confirming that you have completed the University’s internal processes.

Use the Stage 3 Review form

Taking your complaint to the Office of the Independent Adjudicator (OIA)

If you remain unhappy after completing Stage 3, you can take your complaint to the Office of the Independent Adjudicator (OIA).

  • You must first have received a Completion of Procedures letter from the University.
  • You have 12 months from the date of the letter to submit your complaint to the OIA.
  • The OIA is free and independent. More information can be found on their website.

Need help or advice?

  • The Students’ Union: Free, independent advice is available from the East London Students’ Union (UELSU) at any stage.
  • Accessibility: To request forms in Braille, large print, or paper copies, email complaints@uel.ac.uk. We aim to respond within 5 working days.
  • Are you a partner institution or distance learner? Email complaints@uel.ac.uk for guidance.