There are three steps to making a complaint:
Step 1: Early Resolution
Try to resolve the issue informally by speaking directly to the people involved or seeking support from university staff. You can approach your personal tutor, Director of Education, Programme Director, or other Professional Services staff in the relevant area. If you don't feel comfortable with this, you can book a chat with the SU Advice Team here for guidance.
An informal resolution must be attempted before making a formal complaint. The university may not consider a formal complaint unless you have evidence of trying to resolve it informally.
Timeframe:
It is crucial to address the problem as soon as it occurs and initiate the process promptly to allow sufficient time for resolving the issue informally. This will ensure that you still have the opportunity to submit a formal complaint within 30 calendar days of the incident that triggered the complaint.
QUICK TIP: Keep a written record of everything. It's best to use your university email account for communication. This way, you have a clear record of who you spoke to and when. If you talk to someone in person or on the phone, send them a follow-up email summarising what you discussed. These records can be useful evidence if you need to move to the next step.
It may also help to put your thoughts in writing to take to meetings and to take notes during meetings.
Step 2: Formal Complaint
If your issue remains unresolved or you're not satisfied with the response in Step 1, you can make a formal complaint. It's important to provide evidence of all the communication and steps you took in Step 1, so be sure to keep a record of everything.
Timeframe:
You should be starting this stage within 10 working days of the conclusion of the informal stage.
The University typically doesn't review complaints filed more than 30 days after the incident. If you have a valid reason for the delay, you must provide a written explanation supported by verifiable evidence from a credible professional (e.g., a GP or registered expert).
When you make a complaint, this is how the process works:
TO NOTE: Evidence is crucial for investigating your complaint effectively. So, it's really important to provide as much evidence as possible.
For help writing the complaint itself, please see our ‘SU Guide to Writing an Effective Complaint’ and if you still need support please book an SU Advice appointment with us here.
- Complaints against Students: An investigating officer (IO) will be assigned to investigate complaints against students. Any accused party will be informed of the allegations and given an opportunity to respond.
- Complaints against Staff: Complaints involving staff will be reviewed by the HR Casework Manager. The staff member will have access to relevant documentation, but you will not receive a copy of the investigation report.
- Acknowledgment:
You will receive an acknowledgment within five working days, confirming the receipt of your complaint. The acknowledgment will hopefully provide you with the name of the person who will handle your case.
- Investigation:
Your complaint will be investigated thoroughly to gather all relevant facts. Meetings and evidence will be documented, and all parties involved should have access to the shared information.
- Outcome:
You will receive a written decision explaining the conclusion. If recommendations are made, you may be informed of their content and implementation plans.
The University aims to resolve formal complaints, within 30 calendar days of receiving them. If a complaint is complex it may take longer, but you should be informed of the reasons and expected timescales.
If you believe your complaint requires urgent resolution or has a specific deadline, please inform the Faculty Cases Team at penryn-facultycases@exeter.ac.uk as soon as possible and provide a detailed explanation for your request. Please note that the team will prioritise cases only if they believe there is a valid reason to do so. An example of a valid reason could be a student facing significant health issues.
Step 3. Review
If you are not satisfied with the outcome of your complaint, you can request a review within 10 working days of receiving the Final Response Letter.
You will need to send copies of all relevant documentation with the Complaint Form - Request for Review which can also be found on the ‘Student Complaints Procedure’ webpage here to the University Student Cases Office at penryn-studentcases@exeter.ac.uk.
When requesting a review of your complaint, there are certain grounds that can be considered:
(a) New information:If you have new and important information that wasn't available before but should be considered now.
(b) Procedural failure:If the university didn't follow its own procedures properly during the initial handling of your complaint.
(c) Bias or prejudice:If you feel that the investigation into your complaint was unfair or biased against you.
(d) Unreasonable decision:If the decision made during the initial stage is one that no reasonable person would agree with, considering all the relevant facts.
The university aims to complete the Review Stage within 60 calendar days after receiving your complaint. If there's a chance of any delay, they should let you know.