In this section we explain how the Complaints Procedure works.
If you are experiencing problems, it often helps to contact your department first to try to resolve things. If it is a concern about support services then you should ask to speak to the manager of that service. If it is not possible to resolve matters you can set out your concerns in a formal complaint.
The flowchart below explains the procedure.
Students should consult our guidance before submitting a complaint. We set out what can be dealt with under this procedure, how we will take matters forward for you and also the grounds for requesting a review if you are still not satisfied after the investigation has been concluded.
If you would prefer a copy of the Complaints guidance in PDF format please contact us by email (complaints (@gold.ac.uk)
The General Regulation concerning student complaints can be found here.
Download our Complaints Flow Chart (PDF) for an overview of the process.
Goldsmiths is committed to ensuring that students can raise matters of concern knowing that these will be looked at carefully and dealt with fairly. Students should not be fearful that they will be put at a disadvantage because they decide to complain. If you are concerned then please contact the Complaints Team.
Problems you may raise a complaint about:
- academic complaints, such as concerns about module delivery, administration, teaching or feedback;
- personal complaints about a member of staff, or another student or group of students;
- non-academic and non-personal complaints relating to accommodation, or general non-academic or professional services.
Speak to someone as soon as you can - to help resolve things quickly. If you are making a complaint normally you should do so within 3 months of the events you are complaining about.
You may feel that a number of problems have contributed to poor performance in your academic performance. If you are unhappy about a decision made by a Board of Examiners, you need to make an appeal against assessment. We may decide that it is appropriate to investigate those problems under the Appeals Procedure rather than as a stand-alone complaint.
We cannot deal with complaints about admissions to Goldsmiths - if you have a question about your application or admission decision please contact email@example.com.
We recommend that you consult our guidance before submitting a complaint. We set out what can be dealt with under this procedure, how we will take matters forward for you and also the grounds for requesting a review if you are still not satisfied after the investigation has been concluded.
Please use our on-line Stage Two Complaint Form. If you would prefer a copy of the Complaints guidance in PDF format please contact us by email (complaints (@gold.ac.uk)