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

To help you decide whether your query would be an Appeal or Complaint, please refer to the Complaint or Appeal Flowchart

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?

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.

What is not covered by the procedure?

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

 

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

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 your module or programme leader.

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

Students are requested to make every reasonable effort to resolve their complaint informally (Stage 1 - Early Resolution) before submitting a formal complaint (Stage 2).

Any complainant who has not attempted to resolve their complaint through early resolution (Stage 1) will be asked to explain on the complaints form why they have not completed Stage 1 of the Complaints Procedure e.g. if there were exceptional circumstances that prevented the early resolution attempt.

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 ‌.

Further information

Students wishing to put forward a complaint should carefully read the following Part 14 Manual of General Regulations Complaints Procedure 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. The current Complaints Procedure is to be applied to any complaints which are received by the Complaints and Appeals Officers from 1st September 2017. To view archived versions of the policy, please follow the links below:

If you require the Complaints Form in a different format to that available then please email Institutional Compliance.

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 Institutional Compliance who will be able to advise.   

Guidance for Investigating Officers   

This document may be of assistance when investigating complaints. For further assistance please contact the complaints and appeals office: complaints@uel.ac.uk

Handling Complaints - Guidance for staff