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The University has a detailed complaints process that deals with anything that affects a students’ learning experience, from an academic issue to bullying. A link to the complaints process can be found at page 112

The stages of the complaints process include:

Informal Complaint/mediation

This stage is recommended but not compulsory. It is an opportunity for the matter to be investigated informally and to agree on a resolution for all parties concerned. Contact the university conciliators to discuss your issue – a list of trained conciliators can be found here.

Stage 1 Complaint

A written formal complaint – Complete the stage 1 complaint form which can be found on the registry website. The stage 1 complaint form is submitted to the dean of the school who will identify who will investigate the matter. The IO (investigation officer) will be independent and will aim to respond within 20 working days.

If the complaint progresses – parties and witnesses may be interviewed and if the complaint relates to misconduct of another student and it is proven – the appropriate disciplinary procedures will follow. See page 102 https://www.hud.ac.uk/media/policydocuments/Student-Handbook-of-Regulations.pdf

Stage 2 Complaint

If the IO decides not to progress the complaint after investigation, then the student can progress the complaint to stage 2 and refer it to the Head of Registry. Registry will aim to investigate the complaint within 2 months. This stage could include a complaint hearing chaired by the Pro Vice Chancellor.

Stage 3 Complaint

Finally, if the student doesn’t feel that the complaint has been resolved at stage 2 they can invoke stage 3 – a review of the decision. This must be done within 10 working days of the notification of outcome to the Head of Registry.

Once all university procedures are exhausted, a ‘completion of procedures’ will be issued and the student has the option of taking the complaint to the Office of Independent Adjudicator (OIA).

Tips for making a complaint

Keep a journal with:

- Dates and times of events
- A description of incidents and how it made you feel
- Names of witnesses
- Your response/actions to incidents
- Keep copies of emails/messages etc.

Filling in the complaint form:

It is important that you structure your complaint so that the person reading it can follow what has happened in a logical and concise manner and that you back up what you are saying with evidence.

- Start with an introduction as to why you are putting in a complaint
- What steps have you taken to attempt to resolve the issue (Meeting with Head of Department, supervisor, School Support Service and SU Advice Centre)
- Write a Step by step account of the complaint in chronological order – backed up with evidence to support your points
- Think about a realistic outcome that you are hoping for and conclude your complaint with this.

Support Services:

If the issue that you are making a complaint about has impacted on your wellbeing and you need support – there are a number of services available.

- The SU Advice Centre
- Report and support (to report and receive help for antisocial behaviour and hate crime)
- University Wellbeing Service

We have a handy guide that explains all of the processes available to read and take away in the Advice Centre.

The SU advice team are happy to support you through the complaints process. We can also accompany you to meetings with the University to provide support.

Contact us at advice-centre@hud.ac.uk or by phoning 01484 473446  to book an appointment.