Student Complaints

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In this section we explain how the Complaints Procedure works.

Complaints 

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 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.

If you need a copy of the Stage Two complaint Form in Word or PDF form then please contact the Complaints Team complaints@gold.ac.uk  or call 020 7919 7962.

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.