COMPLAINTS PROCEDURE (Regulation26) Guidance Notes - Keele University
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Student Complaints: Guidance for Students

(Please note that these are Guidance Notes only and not official University regulations)

All complaints should be submitted by using the appropriate form (Student Complaint Form).

 

Introduction

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

 

If you feel dissatisfied with some aspect of your dealings with the University, it is important that an appropriate procedure is in place to resolve problems as quickly as possible and this guidance is designed to assist you in doing so.

 

The University aims to investigate complaints in a way that:

  • encourages informal resolution of problems and facilitates their early resolution if possible
  • is fair
  • treats complaints with appropriate seriousness and confidentiality

 

Who can complain?

Anyone who is a current student and also those accepted into a course of study at the University is able to make a complaint under Regulation 26: Student Complaints. You are able to make a complaint up to three months following your graduation from the University.

 

A group of students is also able to make a complaint under Regulation 26: Student Complaints providing that it is individually signed by each student in the group.

 

In exceptional cases, complaints can be made anonymously; however, this must be done via the Students’ Union Independent Advice Unit or Elected Officers.

 

Sources of advice and assistance

If you are dissatisfied and feel that you may wish to make a complaint, it is strongly recommended that you first contact any of the below sources:

 

  • Students’ Union Advice & Support at Keele
  • Student Support & Development Services
  • Personal Tutor / supervisor
  • StAR (Student Academic Representative)

 

These sources are able to provide guidance and advice as to which level it would be most appropriate to make the complaint at and, if necessary, they may also be able to provide assistance in preparing the complaint. If you are asked to attend any meetings or hearings, they would be able to accompany you, as would any member of the University (as defined by Statute 2 (this can be found at http://www.keele.ac.uk/ps/governance/actcharterstatutesordinancesandregulations/statutes/section2/)

 

Summary of stages

The procedure for making a complaint is structured into the following stages:

 

Informal Resolution

In all cases, you are strongly encouraged to attempt to resolve your issue at the lowest level possible. Attempting to resolve the issue informally by speaking to the member of staff concerned enables the issue to be dealt with effectively and may help to avoid the need for further escalation; if the issue is raised with the member of staff directly they can often provide an immediate explanation of solution.

 

In order to raise an issue informally, you are advised to contact the staff of staff most concerned with the issue orally. If you are not able to do so, you may raise the issue with any of the sources of advice and assistance listed above who will take the matter forward on your behalf.  The member of staff will then provide a response to you (or your representative) orally as soon as possible.

 

Stage One

A complaint may be submitted to Stage One if it was not possible to resolve it informally.

 

Complaints to Stage One must be submitted within three months of the event concerned to the member of staff who is concerned with the issue. The recipient of the complaint will then investigate the matter and will provide a written response to you within fourteen working days, unless otherwise specified.

 

In order to submit a complaint to Stage One, you must complete a Student Complaint Form (if you cannot download the form, you may request one from the Student Discipline & Complaints Officer, Planning & Academic Administration Directorate) and submit this to the member of staff concerned. If you find a direct approach to the member of staff problematic, you should consult any of the sources of advice listed above. Remember to include any relevant documentation in support of your complaint. You will then receive an acknowledgement from the member of staff advising you of how they intend to investigate your complaint. Once your complaint has been investigated and an outcome reached, you will receive a formal written response to explain this to you.

 

Stage Two

A complaint may be submitted to Stage Two if it is inappropriate to contact the member of staff directly, it is of an appropriate level of seriousness or it meets the required grounds for escalation (as detailed in Regulation 26: Student Complaints) from Stage One.

 

Complaints to Stage Two must be submitted within three months of the event concerned to the Head of School or Department. The recipient of the complaint will then investigate the matter and will provide a written response to you within twenty eight working days, unless otherwise specified.

 

In order to submit a complaint to Stage Two, you must complete a Student Complaint Form (if you cannot download the form, you may request one from the Student Discipline & Complaints Officer, Planning & Academic Administration Directorate) and submit this to the Head of School or Department. Remember to include any relevant documentation in support of your complaint. You will then receive an acknowledgement from the Head of School or Department advising you of how they intend to investigate your complaint. Once your complaint has been investigated and an outcome reached, you will receive a formal written response to explain this to you.

 

Stage Three

A complaint may be submitted to Stage Three if it is inappropriate to contact the Head of School or Department, it is of an appropriate level of seriousness or it meets the required grounds for escalation (as detailed in Regulation 26: Student Complaints) from Stage Two.

 

Complaints to Stage Three must be submitted within three months of the event concerned, using the appropriate form, to the Pro Vice-Chancellor (Education & Student Experience). The Pro Vice-Chancellor (Education & Student Experience) will then investigate the matter and will provide a written response to you advising you of the outcome.

 

In order to submit a complaint to Stage Three, you must complete a Student Complaint Form (if you cannot download the form, you may request one from the Student Discipline & Complaints Officer, Planning & Academic Administration Directorate) and submit this to the Pro Vice-Chancellor (Education & Student Experience). Remember to include any relevant documentation in support of your complaint. You will then receive an acknowledgement from the Pro Vice-Chancellor (Education & Student Experience) informing you who will be investigating your complaint. Once your complaint has been investigated a copy of the report will be sent to the Students’ Union Vice-President (Welfare) (if you are an undergraduate student) or the Keele Postgraduate Association Chair (if you are a postgraduate student) for his/her comment.  The Pro Vice-Chancellor (Education & Student Experience) will then make a decision as to the final outcome and recommendations (if any) and you will receive a formal written response advising you of this.

 

Stage Four

If you have submitted a complaint to Stage Three but are not satisfied with how the complaint was dealt with, providing that you have the required grounds to do so (as detailed in Regulation 26: Student Complaints), you may submit a grievance to the University Council.

 

You may submit a grievance to Council within twenty eight days of the date of the complaint investigation outcome letter, to the Secretary to Council by email or in writing. You are advised to provide as much information about the background of your case as possible; stating which or the grounds for grievance is fulfilled and include any documentary evidence in support of your case. You will then receive an acknowledgement from the Secretary to Council advising you if you have a prima facia case for a grievance and if so, how this will be taken forward and investigated.

 

What to do if you receive an unsatisfactory response

If you have submitted your complaint to Stage One or Stage Two and feel that the outcome and response that you have received are not satisfactory, you are able to escalate your complaint to the next stage providing that you can satisfy one, or both, of the follow criteria:

  

  • There was a procedural irregularity prior to or in the conduct of the complaint investigation.
  • There is new evidence that can be substantiated, including extenuating circumstances, which was not known at the time, and may have affected the outcome had it been known that there is a valid reason for not making it known at the time.

 

If you have submitted your complaint to Stage Three and feel that the outcome and response that you have received are not satisfactory, you are able to submit a grievance to the University Council as explained under the previous heading, providing that you are again able to satisfy one, or both, or the criteria above.

 

What to do if you not receive a response

If you raise an issue or submit a complaint at any stage of the process and you do not receive any acknowledgement, it is recommended that you first attempt to contact the member of staff to whom you addressed the issue or complaint. If you continue to receive no response, you should contact the Student Discipline & Complaints Officer who will attempt to progress the matter for you.

 

If at any point during the investigation of your complaint you are advised that you will receive contact or correspondence within a specified time scale, should you not receive this, it is again recommended that you first attempt to contact the member of staff investigating your complaint for an update. If you are unsuccessful in doing so, please contact the Student Discipline & Complaints Officer, who will look into the matter for you.

 

Who to contact for further information on the process

For further information and guidance relating to Regulation 26: Student Complaints, contact the following:

 

Mrs Clare Whitehurst

Student Discipline & Complaints Officer

Planning & Academic Administration

Tel: 01782 734632

Email: complaints@keele.ac.uk

 

For information and guidance relating to Grievances to the University Council you should read the information on the web at:

 http://www.keele.ac.uk/paa/governance/disciplinecomplaintsgrievancesappeals/grievancescomplaints/

 

This includes details of who to contact if you have any queries.

 

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