Before raising a formal complaint, an informal complaint to the relevant people should be attempted to solve the issue. After attempting to solve it informally, if the problem was not solved or not solved to your satisfaction, then you can submit a formal complaint to the university.
You are expected to raise any problems or issues as soon as the action or omission occurs and no later than 3 months after the problem or issue occurs.
You may complain individually or as part of a group; however, complaints will be individually responded to in both cases. In group complaints, the group is advised to appoint a group representative (but no more than two) to facilitate communications.
The Casework Office aim to investigate and issue an outcome to complaints within 25 working days.
The steps procedure for Stage 1 is:
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Try an informal complaint resolution first
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Decide whether to complain individually or as Group
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Fill out the formal Stage 1 Complaint Form and submit it to the Casework Office with supporting documentation/ evidence.
Stage 2
Should the outcome of the complaint not be what you were expecting, or satisfactory, you may request a review. You can do so by:
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Filling out the Stage 2 Complaint Review Form and submit it to the Casework Office within 10 working days from the date of the complaint outcome letter (Stage 1).
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Submitting any additional evidence you could not provide previously.
Stage 2 is the last stage of internal procedures within the university regulations.
If the outcome of a second stage is still unsatisfactory, you have the option to complain via the OIA. More information on the OIA here.