Complaints

Updated

Any student can use the complaints process if a non-academic aspect of your student experience hasn’t been satisfactory.

You can read the full UCB Complaints Procedure online at UCB’s Policies page.

How do complaints work?

There are 4 main stages to making a complaint:

  1. Speak to someone in the relevant part of UCB to seek an early resolution
  2. If it wasn’t resolved at Step 1, submit a formal complaint
  3. If there was a problem handling your complaint at Step 2, request a review of your complaint by a senior member of UCB staff. This is the last stage of UCB’s internal process.
  4. If you believe UCB haven’t addressed your complaint properly in Steps 1-3, you can seek an external review from the Office for the Independent Adjudicator.

We can help

If you have a complaint, you can come to us and we will provide you with initial advice relating to all kinds of issues. Such as:

  • The support you’ve had while you’re learning
  • What is actually on your course and how it relates to your learning
  • Your experience of teaching
  • Physical or verbal harassment or bullying, whether it is from staff or student

Because we want complaints to be fair for all students at UCB, you must write your complaint statement yourself; we will not normally advocate for individual students as part of the formal complaints process.

The Guild can help you at different points of the complaint to:

  • Understand what to expect from the process
  • Discuss your experience and its suitability for the complaints process
  • Identify staff to approach as part of Step 1
  • Explain your complaint at Step 2
  • Escalate a complaint to Step 3
  • Accompany you to meetings if you need us there

Book a Meeting

If you’d like to speak to us, we would like to hear from you. Book a meeting here:

Book a Meeting

Academic Complaints

The complaints process only covers non-academic matters. If you’re trying to address a concern that relates to an assessment or another academic decision, you need to make an Assessment Appeal. These have some important differences, but follow a similar series of steps.