{"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":"2025-11-21T11:48:26","modified_gmt":"2025-11-21T11:48:26","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

Within this procedure, by \u2018student\u2019, we also mean applicant who is not yet enrolled to the University.<\/em><\/p>\n\n\n\n

1.1<\/strong> For the purpose of this procedure, and in line with the revised UK Quality Code for Higher Education<\/a>, a complaint is defined as the: \u2018a specific query about an aspect of experience of the provider.\u2019<\/em><\/p>\n\n\n\n

1.2<\/strong> 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<\/a> 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.<\/p>\n\n\n\n

1.3<\/strong> 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.<\/p>\n\n\n\n

1.4<\/strong> Further guidance for students wishing to submit a student complaint can be found on the Academic Appeals and Student Complaints webpage<\/a>.<\/p>\n\n\n\n

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

2.1 <\/strong>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\u2019s Good Practice Framework for Handling Complaints and Academic Appeals<\/a><\/em>. <\/p>\n\n\n\n

2.2<\/strong> The University will make reasonable adjustments at any stage of the proceedings to accommodate the needs of students.<\/p>\n\n\n\n

2.3<\/strong> 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.<\/p>\n\n\n\n

2.4<\/strong> 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\u2019s access to a procedure, service or member of staff being limited or withdrawn. The Student Community Code of Conduct<\/a><\/strong> sets out how the University will approach unacceptable behaviour.<\/p>\n\n\n\n

2.5<\/strong> 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.<\/p>\n\n\n\n

2.6 <\/strong>The University does not pay any expenses incurred by a student as a result of a complaint. <\/p>\n\n\n\n

2.7<\/strong> 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.<\/p>\n\n\n\n

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

3.1<\/strong> All information obtained within the process of the complaint will be held in accordance with Data Protection legislation and the Student Privacy Notice.<\/a><\/p>\n\n\n\n

3.2<\/strong> 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.<\/p>\n\n\n\n

3.3<\/strong> 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\u2019s 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 appealsandcomplaints@glos.ac.uk<\/a>, who will discuss if \/ how disclosure can be minimised.<\/p>\n\n\n\n

3.4<\/strong> 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.<\/p>\n\n\n\n

4. Who can make a Student Complaint?<\/h2>\n\n\n\n

4.1<\/strong> 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.<\/p>\n\n\n\n

4.2<\/strong> 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 appealsandcomplaints@glos.ac.uk<\/a>), 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.<\/p>\n\n\n\n

4.3<\/strong> 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. <\/p>\n\n\n\n

4.4<\/strong> 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.<\/p>\n\n\n\n

5. Group Complaints<\/h2>\n\n\n\n

5.1<\/strong> 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.<\/p>\n\n\n\n

5.2<\/strong> 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<\/a> which must be submitted alongside the Student Complaint Form<\/a>. 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.<\/p>\n\n\n\n

5.3<\/strong> 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). <\/p>\n\n\n\n

5.4<\/strong> 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.<\/p>\n\n\n\n

5.5 <\/strong>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.<\/p>\n\n\n\n

6. <\/strong>Programmes delivered by a Collaborative Partner Organisation<\/h2>\n\n\n\n

6.1<\/strong> Students studying at collaborative partner organisations, who are enrolled on University of Gloucestershire awards, should refer to the collaborative partner\u2019s complaints procedure in the first instance.  <\/em>Collaborative partners are responsible for investigating both academic and non-academic student complaints initially and, where possible, resolving them under their own procedures. .<\/p>\n\n\n\n

6.2<\/strong> If a student is unhappy with the outcome of an academic-related complaint after completing the collaborative partner\u2019s 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<\/a> 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\u2019s decision to the Student Complaint Form.<\/p>\n\n\n\n

6.3<\/strong> The University will not review non-academic complaints which have exhausted a partner\u2019s procedures.  Non-academic complaints normally relate to alleged inadequacies in other non-academic services provided to students.<\/p>\n\n\n\n

7. <\/strong>Types of Complaints that can be submitted using this Procedure<\/h2>\n\n\n\n

7.1<\/strong> 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.<\/p>\n\n\n\n

7.2<\/strong> 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.<\/p>\n\n\n\n

7.3<\/strong> 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.<\/p>\n\n\n\n

8. Types of Complaints that cannot be submitted using this Procedure<\/h2>\n\n\n\n

8.1<\/strong> The Student Complaints Procedure cannot be used for any of the following matters, for which separate policies and procedures exist:<\/p>\n\n\n\n