Student Complaints

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In this section we explain how the Complaints Procedure works.

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

Please read our Complaint Guidance – the Student Complaints Procedure can be used to raise most concerns, but it may not be possible to deal with complaints about decisions being taken by the College to deal with the Covid-19 emergency.

Complaints 

This has been a distressing time for everyone and we hope that students and their families are coping with the changes to routines and the restrictions that are in place. The Appeals & Complaints team is still open, but responses may be delayed.

You can contact us by email or by phone at our 'Drop-in' times.

Heads of Department and senior staff help us to investigate complaints and at the moment they are busy preparing on-line teaching and preparing new modes of assessment as a result of Covid-19 - so it is difficult to give priority to ongoing cases. We are trying to conclude all ongoing matters as quickly as possible. 

Students can still use the Complaints Procedure to raise concerns - but please remember that the first step with any complaint is to try to resolve with the department or service area directly. Please email your Head of Department or Senior Tutor, and copy your request to the department office or Business Manager. You may prefer to get in touch first with your Personal Tutor or someone who has helped you with your studies this year. Please use email - and please be patient as everyone is working in unusual circumstances, so responses may be delayed.

If you feel that on-line teaching will not work for you, because of a disability or learning difficulty, because you have caring responsibilities or even because you do not have access to good broadband or study space - then please contact your Head of Department or Senior Tutor for advice about your options. You can also contact the Disability Service.

You may have been unwell or the uncertainty over the last few weeks may have affected your health or well-being - please contact the Wellbeing Team for support with decisions or plans.

Some concerns as a result of Covid-19 - for example the decisions about changing to on-line teaching and closures on campus - may not come under the Complaints Procedure. These are policy matters or beyond the control of the College and going through the Student Complaints Procedure is unlikely to lead to any changes.

We will be able to investigate concerns about the way changes affect you - but it will be really important to look for practical solutions to help you, and there will be limits to what can be put in place to help. All complaint outcomes need to be fair and reasonable - and not all requested resolutions can be put in place.

The flowchart below explains the procedure.

Students wishing to submit a Stage Two complaint- please consult our guidance before submitting a complaint.

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 applicantfeedback@gold.ac.uk

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)

 

Stage One

Contacting the department or team to resolve matters is often the best way to address concerns. It may help to raise the issue with the member of staff concerned, or with a personal tutor or Departmental Senior Tutor first (or with the service manager if it is not a departmental matter), with the aim of resolving things locally. We call this first stage “Front-Line Resolution”. 

If students remain dissatisfied with the response to the complaint at Stage One, or if matters have not been satisfactorily resolved within two weeks of the problem having been raised, they should progress the matter to Stage Two.

Any enrolled or interrupted student can make a complaint. Complaints should normally be raised within 3 months of the events you are complaining about.

Former students and graduates can also make a complaint under this procedure, but must raise the complaint within two-months of leaving Goldsmiths.

Stage Two

This is the formal stage of the complaints procedure. If matters can't be resolved by Front-Line Resolution, or if the results of Stage One are unsatisfactory, students can progress to Stage Two.

Please have a look at our guidance before you submit a complaint. Please use our on-line Stage Two Complaint Form.

Complaints Regarding Industrial Action

See our section on submitting complaints in relation to the impact of Industrial Action.

Stage Three

Students dissatisfied with the outcome of a Stage Two investigation may submit a Stage Three request for review. This must be done within one-month of the date that they are notified of the Stage Two outcome. A review request can only be considered if it is based on one or more of the following grounds:

  1. There were procedural irregularities in the investigation of the complaint; or
  2. Fresh evidence can be presented which could not reasonably have been made available with submission of the Stage Two Form; or
  3. The outcome of the investigation was not reasonable in all the circumstances.

 

Students who wish to escalate matters to Stage Three should complete the form below, attaching any relevant evidence, and send it to complaints (@gold.ac.uk).

If you require an alternative format, please contact complaints (@gold.ac.uk) or call 020 7919 7962.