Complaints

Complaints made by employers are dealt with locally in the first instance, either within a faculty or relevant university service. Where a complaint is escalated to stage two, Office of Student Complaints, Appeals and Regulation (OSCAR) will appoint a complaint handler and will arrange stage three panels (if required).

Making a formal complaint

In the event that you are still unhappy with the resolution provided by the faculty or service area, or if the faculty or service area does not respond, you should progress the complaint to through the Office of Student Complaints, Appeals and Regulation and this will be treated as a formal written complaint.

To make a formal complaint, you should complete a relevant form:

Instructions on how to submit this are included in the individual forms.

Investigating a formal complaint

A complaint handler will be assigned to deal with your complaint. Within five working days of receiving your complaint, the complaint handler will invite you to a meeting to explain the University’s procedure, explore your complaint and establish whether it is possible that stage to provide a remedy.

If it is not possible to come to a remedy at the meeting, the complaint handler will investigate the complaint further and will normally communicate an outcome to you within 50 working days of receiving your formal written complaint.

Requesting a review

If you have received the outcome of your formal written complaint and aren't satisfied with the outcome, you can request a review. You must submit your request within 10 working days of receiving the outcome of your formal written complaint. The grounds for requesting a review are detailed in Regulation 47 of the University’s procedure for complaints – apprentice employers (PDF).

An Employer Complaint Review Panel will be convened and you will normally receive a letter within 10 working days of submitting your request confirming that a Panel meeting will be taking place. You will not attend the meeting unless requested by the Employer Complaint Review Panel. The outcomes that the Panel may come to are detailed in Regulations 55-57 of the University’s procedure for complaints – apprentice employers (PDF).