Student Complaints

A complaint is the expression of a specific concern about the provision of a service, either academic or non-academic, by the University - as governed by regulation 26.

The procedure covers complaints relating to:

  • Any University Policy, Procedure or Regulation
  • The provision of both academic and non-academic services (excludingacademic assessment and judgement)
  • The provision of both academic and non-academic facilities
  • The conduct or actions of a member or members of staff
  • Misinformation regarding academic programmes

 

Submitting a Complaint

At all levels of the complaints procedure, the complaint should be submitted by the student within three months of the date of the event(s) concerned.

An informal complaint should initially be addressed to the member of staff who is most directly concerned with the issue: if the problem is explained to them they can often provide an immediate explanation or solution.

A formal complaint should be submitted in writing, using the Student Complaint Form

Detailed guidance on the complaints process, including who to submit a complaint to, can be found here.

Additonally the Complaints Procedure Flowchart gives an overview of the complaints process.

 

Information for Staff

Guidance for members of Staff in reciept of a complaint can be viewed by clicking on Guidance for members of Staff .

A copy of the Completion of a Student Complaint form can also be accessed by clicking on the link.

 

Contact Details for Complaints

Mrs Clare Whitehurst, Student Discipline & Student Complaints Officer

Tel: 01782 734632

Email: complaints@keele.ac.uk

Address: Planning and Administration, Keele University, Staffordshire, ST5 5BG

 

Further information can be found in Regulation 26: Student Complaints, which can be found on the web at: http://www.keele.ac.uk/regulations/regulation26/