Complaints Procedure

Preamble

The Education Act 1994 requires that each university should take such steps as are reasonably practicable to ensure that its students' union acts in a fair and democratic manner and that, inter alia, all students should have reasonable access to university-provided facilities and services. The complaints procedure set out below relates to the London Metropolitan University Students' Union.

 

1 The complaints procedure set out in the following paragraphs relates specifically to interactions between students and the Students' Union, inaccordance with the Education Act 1994. Complaints related to staff will be handled according to Union / University procedures for such complaints

2 All complaints will be considered promptly and in accordance with the principles of natural justice. Parties considering complaints will bring theirbest endeavours to seek an equitable and effective resolution at the earliest stage possible.

3 Information concerning complaints and their outcomes shall be reported at least annually to the Trustee Board

4 Complaints may be considered on one or more of the following grounds:

a. That a student is dissatisfied in his or her dealings with the Union

b. That a student is being unfairly disadvantaged by reason of his/her having exercised the right not to be a member of the Students' Union

 

Procedure

5 Complaints shall be considered under the following procedure:

a. Complaints should be submitted in writing to the President of the Union in the first instance, setting out the specific grounds of complaint

b. The President will investigate the complaint, consulting as necessary with others and supported by the General Manager

c. If necessary the President may request to meet the complainant, as part of the investigation

d. The President will respond to the complainant in writing, setting out his or her conclusions and where appropriate, any recommendations or proposals to remedy the situation, within ten working days

e. If it is not possible to investigate the complaint in full within the time frame stated above, an interim response should be made to the complainant explaining the situation and the likely date by which a full response will be made

f. Where the complaint is against the President, the Deputy President shall investigate the complaint, consulting as necessary with others and supported by the General Manager

 

Appeals

6 In the event that the complainant considers that the conclusions are incorrect or that the proposed remedies are inappropriate or ineffective, the complainant shall have the right of appeal and shall do so in writing to the University Secretary, within twenty working days upon receipt of the letter informing the complainant of the outcome

7 The University Secretary or nominee will convene an Appeals Panel comprising:

a. The Chair of the Student Council, as Chair of the Appeals Panel;

b. Two trustees, not being members of the Executive Committee, nominated by the Chair of the Student Council and University Secretary

8 The Appeal Panel shall meet within a reasonable period of time to consider the complaint

9 The University Secretary or nominee shall write to inform the complainant of the date of the meeting at least 10 working days in advance

10 Should the complainant wish to reschedule the meeting, the complainant shall write to the Appeals Panel, stating the reasons. The meeting may be rescheduled on one occasion

11 Upon receipt of the request, the University Secretary or nominee shall consult with the complainant and the panel members for an appropriate date to reschedule

12 At the meeting, the Chair shall ask the complainant to outline the complaint

13 The Chair shall summarise the complaint and any evidence provided

14 The panel members may question the complainant to explain any issues for clarity

15 The Appeals Panel shall then go into closed session to consider the complaint fully

16 The Chair of the Appeals Panel will respond to the complainant in writing, setting out the conclusions of the Appeals Panel and, where appropriate, any proposals or recommendations to remedy the situation.