General Regulations 2009-10

Regulation 14: Student complaints

14.1 A student who wishes to make a complaint must determine to which of the three categories listed below the complaint refers, and follow the procedure as laid out in the various stages:

1 academic complaint, eg perceived deficiency in teaching/supervision; poor feedback etc;

2 personal complaint, eg about a member of staff, or about another student or group of students;

3 non-academic and non-personal, eg relating to accommodation, or general non-academic services.

A student must have followed Stages 1 and 2 before proceeding to Stage 3. Research students should follow the procedure for Stage 1 and Stage 2 as laid down in the Research Student Handbook. In addition students are encouraged to seek informal advice and help from the Students Union Welfare and Education Officer.

14.2 Council, on the recommendation of Academic Board, shall approve procedures to be followed when a Complaints Committee is convened.

14.3 Stage 1: Informal Complaint

14.3.1 Academic Complaints

A student must initially raise the issue with the member of staff concerned; it may be possible to settle the matter immediately. If, for any reason, discussion with that person is not appropriate or possible, the student must raise the issue with his or her Personal Tutor.

14.3.2 Personal Complaints

A student must initially raise the issue with his or her Personal Tutor; it may be possible to settle the matter immediately. If, for any reason, discussion with that person is not appropriate or possible, the student must raise the issue with his or her Senior Tutor.

14.3.3 Non-Academic and Non-Personal Complaints

A student must initially raise the issue with the manager of the relevant service; it may be possible to settle the matter immediately.

14.4 Stage 2: Formal Complaint at Departmental Level

14.4.1 Academic and Personal Complaints

A student who fails to resolve the issue at the informal stage may raise the issue with the relevant Head of Department, who will investigate the complaint promptly. The Head of Department will keep a record of the complaint, including a note of the substance of the complaint, and how it was resolved. If the complaint relates to the Head of Department then a student may raise the issue with the Senior Personal Tutor.

14.4.2 Non-Academic and Non-Personal Complaints

A student who fails to resolve the issue at the informal stage may raise the issue with the Head of the relevant administrative service, who will investigate the complaint promptly. The Head of the service concerned will keep a record of the complaint, including a note of the substance of the complaint, and how it was resolved.

14.5 Stage 3: Formal Complaint at Institutional Level

If the issue has not been resolved at either of the above stages a student may within a period of 21 calendar days following a meeting with the Head of Department or Head of Service make a formal complaint at institutional level by writing to the member of the staff appointed by the Registrar and Secretary to assess cases of this kind, spelling out the details of the complaint and the steps already taken to get the matter resolved. Only in the most exceptional of cases will the designated member of staff consider a complaint where Stages 1 and 2 have not been followed.

If the designated member of staff concludes that the complaint is wholly without substance or merit he or she may dismiss the complaint.

If that is not the case, the designated member of staff will investigate the complaint by consulting with the relevant staff and making such enquiries deemed necessary to cover all the issues raised.

The designated member of staff will notify the student, in writing, of the outcome of the investigation and of any action the College has taken. Normally this decision will be made within four weeks; if this is not practicable the designated member of staff will write to the student to inform on the progress in the matter.

Any complaint concerning perceived deficiency in teaching / supervision, even if accepted, will not constitute grounds for amendment of the examination marks or results of the student, but may be brought to the attention of the relevant Board of Examiners and to the attention of the of the Pro-Warden identified by the Warden for this role.

14.6 Stage 4: Appeal

If the decision on his or her complaint fails to satisfy the student, he or she may, within a period of 14 calendar days following notification of that decision submit an appeal to the designated member of staff, for consideration by the Pro-Warden appointed by the Warden for this role.

The responsible Pro-Warden will consider whether Stage 3 was conducted in accordance with the policy and whether the final decision was reasonable and in accordance with the facts of the case.

The Pro-Warden may, at his or her discretion, establish a Complaints Committee to be chaired by a member of the Academic Board and comprising a Pro-Warden and another member of the academic staff appointed by the Warden, and a disinterested student appointed by the President of the Students Union.

The decision of the responsible Pro-Warden or of the Complaints Committee shall be final.

There is no further procedure internal to the College for a complaint to be pursued. A student will automatically be issued with a 'Completion of Procedure' letter which will confirm that internal procedures have been exhausted; list the issues involved and dealt with, and the outcome; and informing the student of his or her right to approach the Office of the Independent Adjudicator.

14.7 Stage 5: Complaint to the Office of the Independent Adjudicator

If still dissatisfied with the decision, a student may appeal to the Office of the Independent Adjudicator, an independent agency established to consider complaints from students. The Office of the Independent Adjudicator will only consider a complaint once the College's own internal procedures have been exhausted. In order to submit a complaint to the Office of the Independent Adjudicator a student must submit the 'Completion of Procedures' letter, which shall contain the contact details of the Office of the Independent Adjudicator.