Complaints Procedure

Complaints Procedure

 

Uni can be the best three years of your life (and they often are!) but occasionally things might not go as smoothly as you would like. If you’re unhappy with any aspect of your student experience at the University of Suffolk, then your SU can assist you in making either an informal or formal complaint.

 

SU Advice encourages all students to try and settle complaints informally if possible, and we can help you do just that. However, it might be that the nature of your complaint requires a formal resolution. If this is the case, we can guide you through the complaints procedure and how to fill in and submit the formal stage complaints form. You can make a formal stage complaint so long as it is within three months of the issue arising. Complaints about something which happened more than three months ago will be reviewed if there has been good reason for the delay.

 

If you are being bullied or harassed by another student or member of staff, then please refer to the Dignity at Study policy here. You may still have to submit a formal complaint, but this policy details what information you should provide and what behaviour is expected of our students and staff. We advise you to try to resolve the issue informally if it is appropriate.

 

How can we help?

 

  1. Most importantly, we’ll listen. We’re your SU, and it is likely that whatever it is your complaining about will have upset you. We have your back and we have a confidential and quiet space where we can chat.
  2. We’ll talk you through the Complaints procedure here and Dignity at Study policy.
  3. So long as you give us all the facts, have any evidence or examples that you can draw from and you’re happy for us to do so, we’ll liaise with staff on your behalf and get initial talks going for any informal complaints.
  4. If you want some feedback on your complaint, we can read a draft of it for you. Please see the formal stage form here.
  5. We’ll be a supporting hand at any meetings you might be asked to attend and we can review any minutes of those meetings with you. We can also support you in requesting a meeting with the investigating officer.  

 

If you’re not happy with the outcome of your complaint at the formal stage, you can submit a review stage complaint within 10 working days of receiving the written outcome of your formal stage complaint. Please see the review stage complaint form here.

 

If your complaint is eligible for review, it will go to the Head of Quality Enhancement or nominee to be investigated.

 

If you’re still unhappy with the outcome of your complaint at the review stage, you have the right to submit a complaint to the Office of the Independent Adjudicator (OIA) within a year of receiving the outcome letter. They will independently review all the evidence you have submitted and will request your case file from the University before making their recommendation to the University. For more information on the OIA, please click here.

 

Relevant links:

Complaints Procedure

Complaints Form (Formal Stage)

Complaints Form (Review Stage)