Complaints Procedure

Complaints Procedure

 

If you think that the University has acted unfairly towards you, or you are unhappy with the standard of service provided by or on behalf of the University, whether your complaint is regarding the University’s facilities or your course, you can make a complaint.

We encourage you to attempt to resolve any concerns informally and we can help you do this, but recognise that sometimes you might need to go down a more formal route if you aren’t satisfied with the outcome. Course feedback can highlight student concerns before a complaint is necessary.

 

The Formal Stage

You will need to submit a completed Complaint formal stage form, which is available on MySuffolk, along with any supporting documents within three months of the matter arising.

An Investigating Officer will be appointed to consider the complaint and speak to those involved while considering relevant documentation. If your complaint is against another student, the officer may discuss the complaint with the alleged perpetrator, however if it is a member of staff your complaint may be referred to the Human Resources Department.

Once the Investigating Officer has conducted their research into the issue, they will provide a written response you within 20 working days. This will include the decision made, the reasons for the decision and notice of any specific action to be taken.

 

Review Stage

If you’re not happy with the outcome of your formal complaint, you can submit a completed Complaints (review stage) form along with any new evidence to OSACC within 10 working days of receipt of the outcome of the formal stage.

Following this stage, if it is decided that there is no further basis for the complaint, you will have exhausted the internal procedures. However, you can then take your complaint to the OIA.

Alternatively, if it’s decided that there may be basis for your complaint, it will be referred internally to the Head of Quality Enhancement. They, or a nominee, will review your evidence and produce a report. You will then receive a written response within 15 working days of the report’s completion, and this will include the decision made.

Relevant links:

Complaints Procedure

Complaints Form (Formal Stage)

Complaints Form (Review Stage)