What are complaints?

As defined by the university, a complaint is “a formal expression of dissatisfaction with any alleged act or omission of the University by a student, former student, applicant or any other user of the University’s services.”

The University has a large community of students engaged in activities of an academic and non-academic nature and there may be instances where students are dissatisfied with some aspect of the activities they engage with. If this happens, matters of dissatisfaction must be raised as quickly as possible.


Your complaint might relate to several different things, including:

  • Discrimination, bullying or harassment 

  • Actions or perceived lack of action by a member of University staff 

  • Inadequate services or facilities within the University.


Complaints will be handled with an appropriate level of confidentiality, with information released only to those who need it for investigating or responding to the complaint. 


We are here for you!

The Advice Service is here to assist you with the Complaints procedure and associated questions. We can talk to you about the merits of your complaint and provide you with feedback on your statement and the appropriate supporting evidence.

We will help you make sense of the University’s response to your complaint, and assist you to move to the next stage of the procedure if you are dissatisfied with their decision.

We can assist with complaints, associated questions, and procedural advice at each stage of the Complaints Procedure.


Just contact us via our Contact Form here, or e-mail us at   

The University has official Complaints Regulations and Procedures for your reference.


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The Students' Union is physically closed for Summer, if you want to contact us please e-mail or leave us an answerphone message on 020 7133 4171. E-mails will be picked up quicker by the team than answerphone messages.