Information about

The University Complaints

Procedure

Independent Advice, Support and Representation

The Procedure

The University has a Student Complaints Procedure which all registered students are

able to use if they have a complaint about educational provision and related services.

The University website sets out a comprehensive outline of the policy and procedure

and the following can be read in conjunction with this, or of course before calling into

the Students’ Union office and speaking to someone from the Advice Service.

There are two main parts to the procedure – Informal and Formal – and students

should decide which of these options should be applied.

Informal Complaints are recommended wherever possible and relevant as it means

issues can often be resolved very quickly to everyone’s satisfaction. This might include

arranging to have a chat with a relevant member of staff or writing a letter outlining the

concerns. If the student doesn’t feel satisfied with the outcome then s/he could choose

to use the formal part of the Student Complaints Procedure.

Formal Complaints can be made at any time by a student. There is a framework for

this process which can in some instances be progressed by the student through three

different stages. At each stage the following is required:

A Student Complaints form can be picked up from the Students' Union offices, Student

Services, Heads of Faculty Administration or Heads of Service. Students then need to

complete all details of the Complaints Form, clearly marking whether they are making an

INFORMAL or FORMAL complaint.

Students must write a statement outlining the nature of the complaint, indicate what

supporting evidence they are attaching and what they would like to see happen as a

result of making the complaint. This must be realistic and reflect the complaint itself.

The Students’ Union can give students advice about possible forms of redress if they are

unsure.

The Complaint must be forwarded to the relevant Complaints Officer (refer to the

appendix in the complaints booklet), or call in to the Students' Union and we will

forward it on behalf of a student.

Writing a statement

The statement should be a factual outline of the incident or event that has taken place

and we suggest that students take a logical and chronological approach in ordering it.

Students should balance the amount of information well so that enough information is

given for the reader to make sense of the complaint whilst keeping it concise. If a

complaint gives names, students must be aware that these people will be contacted in

the course of any investigation. Even if you do not feel that the situation itself is 'fair',

the other party must be given the opportunity to respond to the information you have

provided.

Processing the Complaint

Once the complaint has been submitted, a student should normally receive an

acknowledgement within 10 working days of the Complaints Officer receiving it. The

Complaints Officer then has a responsibility to check that the complaint is legitimate –

or if there is another process more applicable. If the complaint does progress it will be

passed on to a relevant Investigating Officer who will be a member of staff within the

Service or Faculty. Students may be asked to meet with this member of staff to fully

discuss the situation. Staff will aim to complete any investigations within one month and

respond in writing as soon as possible.

Complaint Outcomes and the stages of the Process

When investigations are complete the student will be contacted in writing to be told of

the decisions made and whether all aspects of the complaint have been resolved. If a

student is happy with the outcome, they can move on and put it out of their mind! If

however, a student is not happy with the response, they can choose to take the

complaint to the next stage.

If students are dissatisfied we suggest that they should evaluate carefully what it is that

they are unhappy with. For example, have some points not been acknowledged at all, is

it that certain information has not been fully taken into consideration or the

recommendations don’t match the concerns that were outlined? Students should put

together a ‘covering letter’ explaining what they feel still needs to be addressed or re-

looked at, and explain the reasons that they feel this way. Students should comment on

the impact – this might be a continuation of how they felt originally or circumstances

may have changed for the worse. Students really need to relate back to the original

concerns. And not forget to state what they would like to see happen should their

complaint be successful.

Essentially there are three stages that a Complaint can go through. If you are dissatisfied

with the outcome of an investigation of your complaint, and you wish to take it to the

next stage in the complaints process, it is your responsibility to submit the relevant

documents to the same Complaints Officer and request an investigation at the next

Stage. You must do this within 10 working days of the date you received the formal

response about your complaint.

The Complaints Officer will again carry out an assessment to ensure it is correct and

proper to proceed with the complaint. If your request is accepted, the Complaints

Officer will forward the relevant paperwork to an appropriate member of staff for

investigation. If the Complaints Officer does not feel the complaint should be

progressed, s/he will write to the student and explain why. If a student disagrees with

the reasons given they could appeal to the Vice Chancellor.

Stage 1

At Stage One the investigation of your complaint is undertaken by a Head of School or

Programme, or by a senior member of a Service, who acts as an Investigating Officer.

The Investigating Officer will report the findings of the investigation to the Complaints

Officer, who will notify you whether the complaint is accepted or rejected. You will

receive a written report from the Complaints Officer, to explain why any decisions

were made. The Complaints Officer will inform you of any action(s) and/or redress

taken, or that will be taken, as appropriate.

If you are unhappy with the results from a Stage 1 investigation, you can contact the

Complaints Officer (in writing within ten days of receiving a response about the

outcome of your complaint at stage 1) and request your complaint proceeds to the next

stage (Stage 2).

Stage 2

At Stage two the investigation of your complaint is undertaken by the member of the

University’s Senior Management Team who has responsibility for the Faculty or Service

relevant to your complaint (usually a Faculty Dean). The Investigating Officer will report

the findings of the investigation to the Complaints Officer, who will notify you whether

the complaint is accepted or rejected, and any action(s) and/or redress that has been, or

will be taken, as appropriate.

If you are unhappy with the results, you have the right to contact the Complaints

Officer (again in writing within ten days) and ask them to progress your complaint to

the next stage (Stage 3).

Stage 3

At Stage three, the investigation involves a Complaints Hearing by an independent and

impartial committee, chaired by a member of the University Management Team. The

committee also includes another senior member of University staff and a member of the

Students’ Union Executive. You can attend the Hearing and will have the right to

question others attending as well as to present the reasons for your complaint. The

Students’ Union can attend this hearing with you to support or represent you. The

Hearing committee will report their findings to the Vice Chancellor who will notify you

about whether your complaint is accepted or rejected and about any action(s) or

redress to be taken as appropriate.

If you are dissatisfied with the results from the Stage 3 investigation you have the right

to appeal through the OIA (Office of the Independent Adjudicator). For more

information about the OIA contact the Students’ Union Adviser using the contact

information at the end of this information guide.

The Role of the Students’ Union

There are a range of ways we can support you in this process. We can:

• explain the full process to you and guide you through the stages

• help put together a statement

• forward your completed complaint to a Complaints Officer and monitor it.

• go with you to a meeting where we could either help to represent you, provide

support or act as a minute taker.

It is important to remember that the complaints procedure is intended to be used to

complain about University Services or provision that do not meet the standard or fulfil

elements that you feel were promised to you or you are entitled to. If your complaint

is about a member of staff, then please come to speak to us in the Students’ Union as

the complaints process may not be the most applicable route as it may become a matter

for Human Resources rather than for Complaints.

Complaints Procedure Timescales

The table below is taken directly from the University procedures and outlines the

normal timescales in the complaints process, though not all of these ‘events’ will be

necessary, in every complaint.

Who Description When and in what form Student complainant

Submits a formal complaint Within 2 months of the pertinent event, using form

Complaints Officer (CO)

Acknowledges receipt of the complaint. Conducts a validity assessment and decides if the complaint does/does not warrant investigation.

Within 10 working days, in writing

Investigating Officer (IO)

Undertakes an investigation of a complaint and reports findings to the Complaints Officer

Within one calendar month of receipt of complaint information (from the Complaints Officer)

Complaints Officer (CO)

Provides student with a report on the outcome(s) of an investigated complaint

Within a calendar month of receipt of complaint, in a written report

Student Optional process

Requests CO to move to next stage in Process eg Stage 1 to Stage 2 if response at stage investigated is dissatisfactory

Within 10 days of notification of Complaints Officer’s report, in writing

Complaints Officer

Conducts another assessment when student requests move to next Stage. CO decides if the complaint does/does not warrant a new/further investigation

Within 10 days of receipt of student’s request

Complaint Committee Chair

Convenes Complaints Hearing at Stage 3 Within 28 days of notification from Complaints Officer

Complaint Committee Chair

Notifies the student of date/time/place for Complaints Hearing

10 working days notice

University Directorate

Notification of outcome(s) of Complaints Committee Hearing

Within 20 working days of the Hearing

Relating to validity assessment Student Optional process

Appeals to the University Directorate if the complaint is rejected at the assessment, via the Student Quality Adviser in LISS

Within 10 days of notification of rejection, in writing

Student Optional process

Can appeal to University Directorate (via SQA in LISS) if CO decides complaint does not warrant a new investigation

Within 10 days of notification from the Complaints Officer

Student Quality Adviser (SQA)

Forwards a ‘rejected’ complaint to a member of the University Directorate for consideration

Within 10 days of receipt from student

University Directorate

Notifies student ‘on appeal’ if the complaint should be investigated (further) and at which Stage (1/2/3) OR that the complaint is not accepted and the internal process is closed

Within 20 working days of appeal being notified to the SQA

Contacting the Advice Service

If you would like any further information, would like to arrange

an appointment or want to speak to a Students’ Union

Advice Service staff member then contact:

Students’ Union Student Advisors:

email: suadvice@cumbria.ac.uk

Trish Lee: 01524 526567

Chloe Merna: 01228 616272

You can also drop in to your local Students’ Union Office on each

main Campus to speak to arrange to speak the Student Advisor

in person, on the telephone or to arrange a suitable appointment.

If you’d prefer it you can arrange an online chat with the

Student Advisor using the virtual receptionist at:

www.thestudentsunion.org.uk/advice

email: suadvice@cumbria.ac.uk to arrange an appointment or

why not visit the Advice Service section of the Students’ Union

website to see what other information and advice we can offer?

If you would like this document in an

alternative format please contact Trish Lee

On Tel:01524 526576 or

e-mail:suadvice@cumbria.ac.uk