Academic Appeals and Student Complaints
Academic appeals and student complaints The university’s procedures follow a...
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Last updated: 4 September 2025
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Within this procedure, by ‘student’, we also mean applicant who is not yet enrolled to the University.
1.1 For the purpose of this procedure, and in line with the revised UK Quality Code for Higher Education, a complaint is defined as the: ‘a specific query about an aspect of experience of the provider.’
1.2 The University of Gloucestershire is committed to providing a high-quality educational experience, fully supported by a range of academic and administrative services and facilities. The Student Charter sets out the entitlements and responsibilities of students and is based upon a spirit of partnership between staff and students. If students believe they have a legitimate complaint, they should first refer to the Student Charter to clarify what is reasonable for them to expect in the relevant area, and whether they have discharged the corresponding expectations.
1.3 The University welcomes the opportunity to correct mistakes, clarify misunderstandings and to respond positively and constructively on any occasion when students feel the need to express dissatisfaction with a particular service or other aspect of University provision.
1.4 Further guidance for students wishing to submit a student complaint can be found on the Academic Appeals and Student Complaints webpage.
2.1 The procedure is based on the principles of fairness and transparency and is in keeping with the Quality Code, and the Office of the Independent Adjudicator (OIA) for Higher Education’s Good Practice Framework for Handling Complaints and Academic Appeals.
2.2 The University will make reasonable adjustments at any stage of the proceedings to accommodate the needs of students.
2.3 Students making complaints will not suffer any disadvantage or discrimination as a result of making a complaint in good faith. However, if a complaint is judged to have been made frivolously, vexatiously or with malice, disciplinary action may be taken against the student.
2.4 It is expected that students, and those acting on their behalf, should act reasonably and fairly toward staff and treat University processes and procedures with respect. Whilst it is recognised that people may act out of character in times of trouble or distress, behaviour which is deemed to be unacceptable, verbal or written, will not be tolerated and may result in a student’s access to a procedure, service or member of staff being limited or withdrawn. The Student Community Code of Conduct sets out how the University will approach unacceptable behaviour.
2.5 If a student is claiming a financial loss, they must be able to substantiate their loss to the University and provide appropriate evidence that clearly demonstrates this loss.
2.6 The University does not pay any expenses incurred by a student as a result of a complaint.
2.7 The outcome of a student complaint may include practical remedies or, in certain circumstances, financial redress. If the outcome of a complaint results in a financial remedy being offered, and the student has outstanding debt(s), the University may reserve the right to apply that amount towards that debt.
3.1 All information obtained within the process of the complaint will be held in accordance with Data Protection legislation and the Student Privacy Notice.
3.2 Students must note that their information will be dealt with sensitively and will be kept confidential, except where the disclosure is necessary to progress the complaint or implement a decision on the complaint, or where it is required by law or in the public interest. All parties (including complainants) are expected to maintain confidentiality of complaints.
3.3 In submitting a complaint the student understands that their complaint will be shared with the staff member responsible for conducting the investigation into the matters raised, and that the content of their complaint may need to be disclosed to relevant staff for the complaint to be investigated and/or resolution sought. Also, it must be understood that an individual against whom a complaint is made has the right to be made aware of any allegations and evidence against them. If there are elements of a student’s complaint which are particularly sensitive and they have concerns about their confidentiality, they are welcome to raise this with the Governance and Legal team by email to [email protected], who will discuss if / how disclosure can be minimised.
3.4 Students should avoid disclosing unnecessary personal information (e.g. medical conditions etc.) in their complaint unless they feel that it is relevant to the issues raised. Students must also avoid disclosing personal data of another person/s in their complaint unless they have been given permission by them to do so.
4.1 The Student Complaints Procedure may be used by anyone who is, or was in the last 3 months, an applicant to the University, and anyone who is, or was in the last 3 months, an enrolled student at the University. Section 10 of this procedure outlines specific timescales within which complaints must be lodged.
4.2 The University expects that students with concerns should be responsible for raising these concerns themselves. A complaint received from a third party, for example, from a parent or spouse will only be accepted in exceptional circumstances, at the discretion of the Head of Governance and Legal where it is deemed reasonable for the student to not be able to submit the complaint themselves. The student must provide valid reasons for this request, complete a third-party consent form (available from [email protected]), and confirm that the complaint submitted by the third party accurately reflects the issues of concern. The student would still be expected to be involved in the process, with support from the third party where needed.
4.3 Student complaints which are received anonymously are only accepted at the discretion of the University. Students who wish to raise a concern anonymously should be aware that doing so could impede the investigation and communication of the outcome. If a member of staff receives an anonymous complaint, they will be expected to seek advice from the Governance and Legal team as to how the complaint should be dealt with. In addition, the University will not normally consider witness statements, where the witness requires that they remain anonymous.
4.4 Students may be accompanied by, supported or advised at any stage of the procedure by another member of the University community, (which is a person who is a currently enrolled student at the University, or a member of staff of the University, or a member of staff / elected officer of the University of Gloucestershire Students’ Union. If a student is under 18 years of age they must be accompanied by a parent, guardian or other responsible adult.
5.1 Where issues of complaint affect a number of students, those students may submit a complaint as a group. Any complaints affecting a module or course and its delivery should be raised with the relevant Module Tutor or Academic Course Leader as soon as they arise.
5.2 In order to manage the progression of the complaint in such circumstances, all members of the group must agree to nominate one student to act as the spokesperson for those students complaining and complete a Group Complaint Consent Form which must be submitted alongside the Student Complaint Form. In agreeing to act as spokesperson, the student accepts responsibility for representing the views of the entire group and to act as key contact in relation to the complaint, including communication relating to the complaint outcome and decision of the group.
5.3 In agreeing to be part of a group complaint, each member of the group is agreeing (and can demonstrate) that they have been affected by the same issues outlined within the complaint, and that they understand and agree that they would be required to collectively agree whether or not they accept the complaint outcome, including any proposed practical remedy or financial redress (if appropriate).
5.4 Once all students have agreed to be members of a group complaint they cannot at any stage subsequently choose to withdraw from the group complaint and pursue an individual complaint in relation to the same issue because they are seeking a different outcome or are unhappy with the outcome accepted by the group.
5.5 If it is determined that any member of the group has not been affected by all the issues raised in the complaint, the University reserves the right to exclude them from the group complaint. In the event of this, the Governance and Legal team and/or the Student Complaints Officer will inform the spokesperson of the member(s) of the group that is to be excluded and why, and they will be advised to inform the member that they would need to submit a separate, individual complaint if they wish to progress it.
6.1 Students studying at collaborative partner organisations, who are enrolled on University of Gloucestershire awards, should refer to the collaborative partner’s complaints procedure in the first instance. Collaborative partners are responsible for investigating both academic and non-academic student complaints initially and, where possible, resolving them under their own procedures. .
6.2 If a student is unhappy with the outcome of an academic-related complaint after completing the collaborative partner’s procedures, they may ask to have the matter reviewed by the University under this procedure. Academic-related complaints may include alleged inadequacies in the provision of a programme of study, tuition, supervision, learning support materials etc. In these circumstances, the student should submit a Student Complaints Form to the Governance and Legal team within 10 working days of the final decision of the collaborative partner organisation. The student should attach a copy of the collaborative partner’s decision to the Student Complaint Form.
6.3 The University will not review non-academic complaints which have exhausted a partner’s procedures. Non-academic complaints normally relate to alleged inadequacies in other non-academic services provided to students.
7.1 Complaints can be academic or non-academic in nature. Academic-related complaints may include alleged inadequacies in the provision of a programme of study, tuition, supervision, learning support materials, etc. Non-academic complaints normally relate to alleged inadequacies in other services provided to students by the University such as a failure to provide appropriate reasonable adjustments related to a disability, or failure to meet contractual or other legal obligations.
7.2 If a student submits a complaint that is considered should be more appropriately dealt with as an academic appeal, the University may decide to follow the Academic Appeals Procedure instead of, or as well as, the Student Complaints Procedure, depending on the nature of the issues raised. Students will be advised accordingly if this is the case.
7.3 If a student submits a complaint that should be handled under a different University procedure (e.g. harassment and bullying procedure, disciplinary procedure etc) the Governance and Legal team will inform the student and direct the matter to the appropriate team.
8.1 The Student Complaints Procedure cannot be used for any of the following matters, for which separate policies and procedures exist:
9.1 For independent advice and guidance students are directed to the Students’ Union ([email protected]). For any other support needs students should contact the Student Centres. If students have any questions about how the complaints process works, they can contact the Governance and Legal team by email to [email protected].
10.1 To enable the University to investigate and resolve complaints in a timely manner, students should raise issues of complaint as soon as they occur and make reasonable attempts to resolve the matter informally at a local level (Stage 1). If the matter is not resolved and the student wishes to pursue a formal complaint, this should be raised no later than 3 months after a student has completed the year of study in which the complaint arose or within three months of the date of withdrawal or beginning of an approved leave of absence from their programme of study, whichever is earlier. Student complaints received shortly after this period will only be accepted at the discretion of the University and where there is good reason supported by evidence for late submission.
10.2 The University is committed to dealing with complaints as quickly as possible, and to complete the processing of a formal complaint and any associated review within 90 calendar days. Within that 90 calendar day timeframe, students must meet any University deadlines for the submission of documentation and attending meetings. There may occasionally be circumstances when the timeframe needs to be extended for different stages of the procedure for good reason, particularly if the complaint is complex, extensive, or was submitted at a time when key staff are away from the University. If this is the case, the student will be notified and regularly informed of progress.
11.1 Students are expected to attempt to resolve issues or concerns directly with the appropriate member of staff best able to deal with the matter as soon as possible. For example, this may be the Module Tutor or Academic Course Leader or member of staff from the relevant professional services department.
11.2 Informal resolution enables the University to resolve as quickly as possible concerns which are straightforward and require little or no investigation. Concerns raised at this stage can be handled by a discussion between the student and an appropriate staff member. If necessary, another staff member or trained mediator, can assist in handling issue. If a staff member is contacted by a student regarding an issue that should be handled by another team, they should liaise with the relevant team to ensure that the student’s concerns are received.
11.3 Staff should make every effort to resolve complaints informally but, in the interests of the student, may suggest the matter is directly progressed to Stage 2 if they regard the matter to be highly complex, believe that a solution cannot be reached within the required timeframe for informal resolution (10 working days), or believe that only part of the complaint can be resolved at the informal stage.
11.4 Students must have tried to resolve the issue informally at a local level (Stage 1) first wherever possible before moving to the formal stage of the procedure.
12.1 If the complaint is not resolved informally to the satisfaction of the student at Stage 1, the student has the right to pursue a formal complaint by submitting a Student Complaints Form by email to [email protected].
12.2 It is a requirement that the Student Complaints Form is completed so that: the matter can be carefully managed; that it is clear as to what the matters of concern are; how the student has attempted to resolve the matter informally at a local level; and what resolution the student is seeking in remedy of their complaint.
12.3 The Student Complaints Form must be fully completed with the following key details:
12.4 Wherever possible, the Student Complaint Form should be accompanied by evidence to support the issues of complaint. This may be for example, copies of relevant correspondence. For more guidance on this please visit the Academic Appeals and Student Complaints webpage.
12.5 It is the responsibility of the student to ensure that they raise all relevant issues on the Student Complaint Form and that they provide all the necessary information and supporting documentation at the point of submission. The Governance and Legal team may ask the student to provide further information or evidence and will set an appropriate time limit for this to be made available by the student.
12.6 Students should expect to receive an email acknowledgement to their formal complaint usually within 3 working days of receipt. If you have not received an acknowledgement within 5 working days, please contact [email protected] to check that your complaint has been received.
12.7 Upon receipt of the Student Complaints Form, the Governance and Legal team will normally contact the relevant School or professional services team to see if there is an opportunity to settle/resolve the complaint informally by mutual agreement (if appropriate), before a formal investigation is conducted.
12.8 Stage 2 of the procedures allows for the complaint to be independently investigated by a Student Complaints Officer on behalf of the relevant Head of School/professional services team. The Student Complaints Officer will not have had any prior connection with the student or be from the same School/team that are the subject of the complaint.
12.9 Upon concluding their investigation, the Student Complaints Officer will make a recommendation to the Head of School/professional services team (or nominee) on whether the complaint should be upheld, not upheld, or partially upheld. They will also make recommendations in terms of any remedy that may be appropriate and/or any actions to be taken.
12.10 The student will be sent a letter from the relevant Head of School/professional services team (or nominee) detailing the decision at Stage 2, along with any offer of settlement (if appropriate). This letter will be emailed to the student from [email protected]. Students will also be advised on the grounds for progressing their complaint if they remain dissatisfied following Stage 2.
13.1 If the complaint is not resolved to the satisfaction of the student at Stage 2, the student has the right to have the complaint considered by a Student Complaints Review Panel on the following grounds:
13.2 If the student wishes to progress their complaint to Stage 3 they must present notice of this in writing to the Head of Governance and Legal. This should be sent by email to [email protected] within 10 working days from date of the outcome of Stage 2. The student must include a statement explaining why they remain dissatisfied and on what grounds they are progressing their complaint, and what the desired outcome of their complaint is.
13.3 A student is unable to introduce new grounds for complaint at this stage, unless it relates to evidence that could not have been provided sooner.
13.4 Once it is confirmed that a complaint is to be progressed to Stage 3 a Student Complaints Review Panel will be established consisting of:
13.5 No members of the Student Complaints Review Panel will have a connection with, or will have previously advised, the student or be part of the School or professional services team involved in the complaint (with the exception of Governance and Legal staff advising the student on the complaints process).
13.6 The Governance and Legal team will make arrangements for the hearing of the Review Panel at the earliest opportunity. This will normally be within 20 working days of receipt of the formal request for a review.
13.7 The University expects the student requesting the Student Complaints Review Panel to attend the hearing (usually held via Microsoft Teams) and requires all parties to make reasonable efforts to find a mutually suitable date within the desired timeframe. If a hearing date cannot be found within the desired timeframe or has to be delayed, all parties will be kept informed as to the reasons for this.
13.8 The student may be accompanied at the hearing by a member of the University community, (which is a person who is a currently enrolled student at the University, a member of staff of the University, or a member of staff or elected officer of the University of Gloucestershire Students’ Union). The student must make their own arrangements for this and confirm the name and status of the person accompanying them by emailing the Governance and Legal team at [email protected] no less than 4 working days before the hearing and keep them informed of any changes. Students under the age of 18 must be accompanied by a parent or guardian.
13.9 On the basis that reasonable steps have been taken to find a mutually suitable date for the hearing, the University will not normally rearrange the date of a hearing due to the absence of the student.
13.10 Documentation presented to the Student Complaints Review Panel relating to the complaint will be provided to the Panel, the student, and to the relevant members of School or professional services team staff to which the complaint relates. Any additional communications or documentation received after the deadline set by Governance and Legal will not be accepted for consideration by the Panel, except in exceptional circumstances and at the sole discretion of the Chair of the Panel.
14.1 A quorum of the Student Complaints Review Panel will be two voting members including the Chair.
14.2 In the interest of natural justice, both the student requesting review and those responding to the complaint will normally be invited to be present at the hearing at the same time, so that both parties will hear all the evidence presented to the Panel and have the opportunity to comment on it.
14.3 The University will normally expect that if the student is happy for all parties to be present, that staff members will also agree to be present. However, the University recognises that this may not be reasonable in all cases and a member of staff as well as the student may request to be heard separately by the panel if they have particular grounds for making the request. The appropriateness of an invitation for both parties to be present at the same time is a matter on which the Chair may exercise discretion depending on the nature of the case.
14.4 The Student Complaints Review Panel will normally take place via Microsoft Teams, unless the student wishes for it to be held in person and it is possible for the University to accommodate the request.
14.5 The Chair will provide the Panel will an initial briefing, before the student and those responding to the complaint join the meeting.
14.6 The student will be invited to present their case and to answer any questions of clarification by the Panel Representative(s) from the School/professional services team will then be invited to make an initial statement on behalf of the School/professional services team responding to the complaint and will also be asked questions of clarification. If the student is accompanied by a member of the University community, the representative may speak on behalf of, or otherwise represent the interests of the student, but may not give evidence except on matters of which they have direct knowledge.
14.7 The Panel may call any other members of staff or students it considers might assist it in reaching a decision. Any such persons shall be notified in advance of the hearing.
14.8 The Panel will consider the responses given at the hearing, will review the documentation and evidence submitted, and will reach a decision. The possible decisions arising from the hearing are that:
14.9 There may be occasions on which the Panel cannot make its decision without re-convening at a subsequent date and time or by correspondence. In such cases, the student and representative(s) from the School/professional services team will be notified.
14.10 Considerations of the Panel will be confidential and, where necessary, its decision will be reached by ballot. The Chair will have a casting vote in the event of a tie.
14.11 The decision, along with any remedy agreed (where appropriate) will be communicated to the student and all other relevant parties, including the relevant Head of School/professional services team, in writing (via email), normally within 5 working days. If this timescale is to be extended for any reason, the student will be advised in writing. This concludes the University’s internal procedures.
15.1 If a student has completed the University’s internal Student Complaints Procedure and they remain dissatisfied with the outcome, they may be able to submit their complaint for review to the Office of the Independent Adjudicator for Higher Education (OIA), providing that it is eligible under the OIA’s Rules.
15.2 Where a student has exhausted the University’s internal complaints procedure, they will be issued a Completion of Procedures letter by the University. If a student chooses to refer their complaint to the OIA for review, they must do so in writing to the OIA within 12 months of the receipt of their Completion of Procedures letter, using the Scheme Application form. The procedures and the form are available from the Governance and Legal team, or they can be accessed from the OIA’s website: http://www.oiahe.org.uk/
16.1 The University will record student complaints in sufficient, proportionate detail for analysis and management reporting to allow the causes of complaints to be identified, addressed and, where appropriate, for training opportunities and improvements to be introduced.
16.2 On an annual basis, an anonymised report on the number and nature of formal student complaints considered and outcomes will be presented to the Academic Board and to University Council. An anonymised annual summary report of Stage 2 complaints will also be considered by each School. This process will ensure appropriate monitoring of all complaints and related outcomes and is intended to facilitate learning from complaints.
16.3 The University will keep and dispose of records relating to student complaints in accordance with its Data Protection Policy and Records Retention Schedule.
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