{"id":111,"date":"2020-08-10T13:42:32","date_gmt":"2020-08-10T13:42:32","guid":{"rendered":"https:\/\/www.glos.ac.uk\/information\/?post_type=ht_kb&p=111"},"modified":"2026-10-28T11:15:09","modified_gmt":"2026-10-28T11:15:09","slug":"student-complaints-procedure","status":"publish","type":"ht_kb","link":"https:\/\/www.glos.ac.uk\/information\/knowledge-base\/student-complaints-procedure\/","title":{"rendered":"Student Complaints Procedure"},"content":{"rendered":"\n
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If you require this document in an alternative format please contact appealsandcomplaints@glos.ac.uk<\/a><\/p>\n\n\n\n

1. Introduction<\/h2>\n\n\n\n

1.1<\/strong> Within this procedure, the term \u2018student\u2019 also includes applicants who have applied to study at the University but are not yet enrolled.<\/p>\n\n\n\n

1.2<\/strong> The University is committed to providing a high-quality student experience and recognises that, on occasion, things may not go as expected. We welcome feedback and complaints as an opportunity to resolve concerns, address issues and improve the services we provide.<\/p>\n\n\n\n

1.3<\/strong> Where possible, you are encouraged to raise concerns as early as possible with the relevant member of staff or service area, as many issues can be resolved quickly through discussion. Our Student Charter<\/a> explains what you can reasonably expect from the University and what we expect from you.<\/p>\n\n\n\n

1.4<\/strong> Further guidance on submitting a student complaint is available on the Academic Appeals and Student Complaints webpage<\/a>.

1.5<\/strong> A glossary explaining some of the terms used in this procedure is available at Appendix 1<\/a>.<\/p>\n\n\n\n

2. Principles<\/h2>\n\n\n\n

2.1 <\/strong>This procedure is based on the principles of fairness, transparency and proportionality and is aligned with the UK Quality Code for Higher Education, and the Office of the Independent Adjudicator for Higher Education (OIA) Good Practice Framework for Handling Complaints and Academic Appeals.<\/p>\n\n\n\n

2.2<\/strong> We will consider and implement reasonable adjustments at any stage of the complaints process to support you to engage with the procedure.<\/p>\n\n\n\n

2.3<\/strong> You will not be disadvantaged or treated unfairly for submitting a complaint in good faith.<\/p>\n\n\n\n

2.4<\/strong> We expect you, and anyone supporting or representing you, to engage with the complaints process reasonably and respectfully. We recognise that you may be experiencing difficult circumstances when using this procedure. However, we expect all communications and interactions will remain courteous and appropriate.  We have a duty to provide a safe and respectful environment for staff and students.  We will not accept behaviour that is abusive, threatening, harassing, intimidating, vexatious or otherwise inappropriate towards staff or others involved in the complaints process.  Where behaviour affects the wellbeing of others or prevents the effective operation of the process, we may take appropriate action in line with the Student Community Code of Conduct<\/a> and may put reasonable measures in place to protect those involved and support the fair and effective administration of the process.<\/p>\n\n\n\n

3. Privacy and Confidentiality<\/h2>\n\n\n\n

3.1<\/strong> We will handle your complaint sensitively and in accordance with Data Protection legislation and the University’s Student Privacy Notice<\/a>.<\/p>\n\n\n\n

3.2<\/strong> Information about your complaint will only be shared with people who need it to consider, investigate or resolve your complaint, or where disclosure is required by law or is in the public interest. Everyone involved in the complaint is expected to respect its confidentiality.<\/p>\n\n\n\n

3.3<\/strong> By submitting a complaint, you understand that we may need to share the information you provide with relevant members of staff so that your complaint can be investigated and resolved. If your complaint concerns another individual, they will normally be told about the allegations and given an opportunity to respond.<\/p>\n\n\n\n

3.4<\/strong> If your complaint includes particularly sensitive information and you have concerns about how it will be shared, please contact the Governance and Legal Team at appealsandcomplaints@glos.ac.uk before or when you submit your complaint. We will discuss whether it is possible to limit the disclosure of sensitive information while still allowing your complaint to be considered fairly.

3.5<\/strong> In some cases, we may not be able to investigate your complaint if we cannot share enough information with the people involved. If this happens, we will explain why and discuss the options available to you.

3.6<\/strong> Please only include personal information that is relevant to your complaint. If you include personal information about another person, you should only do so where it is necessary and appropriate. <\/p>\n\n\n\n

4. Who can use this procedure<\/h2>\n\n\n\n

4.1<\/strong> You can use this procedure if you are:<\/p>\n\n\n\n