Appeals & Complaints

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During your time at Goldsmiths, you may experience dissatisfaction, or even be involved in an issue about conduct. These matters are dealt with by the Appeals and Complaints team. Information about the team's work and contact details can be found below.

If you are worried about the impact that strike action in November and December 2019 may have on your studies, please read our Industrial Action Complaints guidance.

In term time we are available twice each week - on Monday 11 am - 12 noon and on Thursday from 3 pm until 4 pm. Visit the Student Centre and ask to speak to a member of the Appeals & Complaints team.

You can drop in and discuss questions you may have about the College's procedures for dealing with appeals or complaints. We offer a confidential service to all students.  

We can also make appointments to meet with students during those times to discuss how to try to resolve concerns informally, and the procedure for making a formal complaint or appeal. We will help you to understand the procedures and how to get support if you need it. 

Making the process accessible, simple and fair is what we aspire to do. Our aim is to ensure that an early resolution is made between affected parties.

Contact us

Email:  appeals (@gold.ac.uk) or complaints (@gold.ac.uk)

Pauline Dall, Appeals & Complaints Manager

020 7078 5062 

David Jenkins, Appeals & Complaints Officer

020 7896 2133

Anthony McKay, Appeals & Complaints Officer

020 7919 7962

Matthew Broderick, Appeals & Complaints Officer

020 8228 5654

Matthew Brooks, Head of Governance & Legal Services

020 7717 3313

 

Academic Appeals

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Students have the right to request a review of a decision made by an Exam Board which concerns their progression, assessment or award.

If a student believes their assessment(s) to have been compromised by extenuating circumstances which they were unable to communicate to the examiners at the appropriate time, by administrative or procedural error, or by prejudice or bias on the part of the examiners, they may submit an appeal against assessment.

Students must have received their Transcript of Results or Outcome Letter (PGR) before they can appeal. 

Students can also appeal a decision of Academic Progress Committee, or challenge academic misconduct decisions.

Student Complaints

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Though every effort is made to ensure that all students have a positive experience during their time at the College, it is recognised that sometimes students may be dissatisfied with an aspect of their experience here. Should a student wish to, they may submit a complaint. Complaints may be academic, for example, relate to problems with module delivery or study. They may also be non-academic, for example about issues with support services or accommodation. Personal complaints about behaviour of staff or students can also be raised through the complaints procedure (and we will let you know how these complaints will then be looked into). Further information on student complaints and the complaints process. Further information on student complaints and the complaints process.

Student Conduct

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Goldsmiths expects a certain standard of behaviour from its students. Those students who prejudice the good order and discipline of the College, or by their conduct bring the College into disrepute, may have formal misconduct proceedings initiated against them. Misconduct offences may be academic or non-academic. More information here.

Fitness to Practice

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A student’s conduct may also call into question their fitness to practice, where the student is enrolled on a programme of study which leads to an entitlement to practise as a member of a profession. A student who has an allegation regarding their fitness to practice brought against them by their department will be summoned to appear before a Fitness to Practice Committee.

Mediation

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Mediation is a method of conflict resolution which attempts to resolve a dispute between two parties by introducing an impartial ‘mediator’ to assist them in negotiating a settlement. The role of a mediator is to assist the parties in understanding each other's needs and facilitating communication, whilst also introducing new perspectives on the issue in dispute. A student can at any point request mediation from the Mediation Coordinator through the Appeals and Complaints Department.

Attendance & Academic Progress Committee

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Students who continually exhibit poor attendance are referred by their departments to Academic Progress Committee [APC] with a recommendation for dismissal. APC is a committee of Academic Board, and though it is distinct from the Appeals & Complaints Department its administration is run out of our office. Students dismissed by APC may submit a request for review to the Appeals & Complaints Department within three weeks of being notified of the Committee's decision.