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So…what is a complaint?
A complaint can be defined as an expression of dissatisfaction about an aspect of the services provided to you as a student of University of the Arts London. Complaints may be based on procedural errors, failure to fulfil educational or other service commitments or failure to act on the above within a reasonable period of time.
It is important to remember that a complaint cannot be made about the academic judgement of an examiner. However, dissatisfaction with such matters can be logged through an appeals procedure if you have grounds, and we advise you to speak to an Advice Worker in the Students’ Union.
How do I complain?
There are a number of steps to making a complaint, and these should be available in your Course Handbook and the University Rules and Rules Regulations for Students, as well as in the Secretary Section on the University website - click here.
At any stage you can contact an Advice Worker at the Students’ Union:
E: advice@su.arts.ac.uk
T: 0207 514 6720
The Students' Union
University of the Arts London
65 Davies Street
London
W1K 5DA |
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Is it worth complaining?
The complaints procedure may seem complex, however it is there to ensure you can freely express any issues you may have.
If you have a legitimate concern and wish it to be resolved then it is worth raising, as well as making your learning experience more enjoyable it may help the University to identify ways in which they can help students’ experience at University of the Arts London.
Before you make a formal complaint, you should think about other ways of making your views known. You may wish to contact your Students’ Union or your Course Representative, both of whom may be able to provide advice and raise issues at relevant college meetings. Your School/Course Office may also be able to help you identify who to talk to, or advise on the best approach to your problem.
If your complaint is with an individual and you feel able talk to the person responsible you may be able to resolve your complaint fairly swiftly. However, if you remain unsatisfied, talk to your Course Director or the Head of Service to explore whether or not further discussion and explanation can resolve the problem. Most complaints will be resolved informally and in most cases are the best way of resolving issues for students.
If you do not feel comfortable dealing with your complaint informally, or have and remain dissatisfied, you can speak to an advice worker at the Students’ Union to complete a formal complaint form (see the formal complaints procedure in your handbook).
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Steps to follow when making a complaint
Step 1: Approach the person responsible for the area about which you have a complaint. This may be your Tutor or a person immediately responsible for a service. As mentioned above many complaints can be dealt with informally by explanation and discussion.
It is important that you make your complaint as soon as is reasonably possible after the event. By doing this it is usually possible to sort out the problem quickly. It may be difficult to put things right if you delay.
You can seek advice if you do not know whom to approach, or you are unable to resolve the complaint informally or you are reluctant to approach the person(s) responsible for some reason. Your Course Director, Personal Tutor, Course Representative or the Students’ Union Advice Service may be able to help you.
Step 2: If you remain dissatisfied after taking the first steps or approaching the person immediately responsible, talk to your Course Director, Dean, or the Head of the Service. It may be possible to deal with your complaint informally.
Step 3: If you are unable to resolve your complaint informally by discussion and explanation, you can lodge a formal complaint with your College. It is advisable to contact an Advice Worker at the Students’ Union before you submit the complaint. The complaint should then be submitted to either your School Office or your Head of College. For a printable version of the Complaints Form click here.
Step 4: Once you have submitted the complaint form you will receive a confirmation in writing, and the next step will be to meet the Head of College or appropriate Pro Rector in order to investigate your complaint and establish the facts. This will take place within four weeks of the submission of the complaints form.
Step 5: The Head of College/Pro Rector or delegated staff member involved may investigate your complaint further, and you will receive a response from the Head of College in writing with in one week of the meeting, explaining if your complaint has been upheld or not.
In exceptional circumstances timeframes can vary but you should be kept fully informed by your College.
Step 6: You may have to submit an Extenuating Circumstances form to your School Office depending on whether the complaint would affect your academic performance.
Step 7: If you are not satisfied with the outcome of your complaint either way from Step 5, then you may be able to take this further depending on your case. If you feel that the decision in Step 5 as wholly irrational or you feel there has been an irregularity with the formal complaint stage, then you may submit a Exceptional Scrutiny Form. For more information on this process click here.
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