Statement of Service

General Guiding Principles

The Students’ Union and its academic advice service (‘The Service’) is guided by the principles of equality of opportunity, accessibility, impartiality, transparency, confidentiality and a commitment to students. Services are delivered in line with Union and University Policy and in line with appropriate professional codes of practice.

Confidentially

The Students’ Union adheres to the Data Protection Act (1998) and to the principle of confidentiality. In broad terms this means we do not share your personal information with third parties unless you give consent to do so or when required to by law. Confidentially can be lawfully waived in certain circumstances, including when there are concerns for a student’s safety or the safety of others. This would usually be done on a need-to-know bias and in consultation with the student involved. More information can be found within the University’s Data Protection Policy.

Equality and Diversity

The Students’ Union respects and welcomes difference and diversity. The Service recognises that many individuals and communities experience discrimination and oppression on the grounds of their gender (including transgender and transsexual people), relationship or marital status, race or ethnicity, disability, sexual orientation (because they are lesbian, gay, bisexual or heterosexual), age, health status, appearance, language, background, class, faith or religious belief, physical appearance and political opinions.  The Students’ Union believe that equality for all is a basic human right and actively oppose all forms of unlawful and unfair discrimination. The Service is mindful of its obligations under the Equality Act (2010) and aims to consistently adhere to the Students’ Union policy on Equality and Diversity.

Complaints

The Students’ Union continually strive to provide a high quality service. If you are unhappy with the service provided we encourage you first to discuss it with the member of staff involved or the service manager. If the difficulty cannot be resolved in this way and specifically relates to interactions between students and the Students' Union, your complaints should be submitted in writing to the President of the Union in the first instance, setting out the specific grounds of complaint, see the Students’ Union Complaint’s procedure (http://www.londonmetsu.org.uk/union/complaints/) for further information. Complaints related to staff will be handled via the University’s Complaints Procedures which can be found at: https://intranet.londonmet.ac.uk/uso/students/complaints.cfm.

Missed Appointments

Please contact the Students’ Union in advance if you are unable to attend your scheduled appointment so we can reschedule. By advising us that you cannot attend we are able to offer your appointment slot to another student, which helps us to avoid unnecessary waiting lists. If you repeatedly miss appointments, we may need to reassess what support the Service can provide.

Feedback

Feedback is important and is sought regularly from service users, staff and other stakeholders. Comments and feedback are evaluated on a regular basis and used to review the central services. The formal feedback form can be found online at http://www.londonmetsu.org.uk/feedback or in paper form available in any Students’ Union office. In addition to formal feedback mechanisms any student can make further comments or suggestions by emailing studentsunion@londonmet.ac.uk.

Withdrawal of Service

We very much hope that the information advice and guidance services we provide will be used respectfully by students. However in the unlikely event that a student is deemed to be abusing the system we reserve the right to restrict or withdraw access to our services.