Complaints About the Guild

The Guild is committed to considering and investigating complaints from any Full Members of the Guild – that is, current students who have not opted-out of membership. The Guild emphasises the importance of seeking a resolution through discussion at the earliest opportunity.

Despite the Guild’s efforts to resolve complaints, members are advised that there is no guarantee that the remedy they are seeking will be provided.

Introduction and Scope

For the purpose of this procedure, a complaint is defined as: “an expression of dissatisfaction by one or more members about the Guild’s action or lack of action, or about the standard of service provided by, or on behalf of the Guild, where a member is seeking a certain outcome or remedy.”

This procedure operates in three stages:

  • Early Resolution Stage (Stage 1)
  • Formal Complaint Stage (Stage 2)
  • Panel Review Stage (Stage 3)

Complaints can be made about the following:

  • The quality of facilities, resources or services provided directly by the Guild.
  • Misleading or incorrect information in promotional material.
  • Complaints involving other organisations or contractors providing a service on behalf of the Guild.
  • The behaviour or conduct of Guild staff, officers, or representatives.

This procedure cannot be used to complain about:

  • Provision or delivery of academic, administrative, or other services delivered by the University (Please see the UCB Student Complaints Procedure about this).
  • Services provided by third parties, not on behalf of the Guild.
  • The political or policy performance of an elected officer, committee member, or other office holder.
  • Complaints regarding elections.

If the complaint is regarding Guild disciplinary action, then please be aware that your complaint may be suspended pending the completion of the disciplinary process.

General Principles

  • Members will not be subjected to detrimental treatment as a result of making a complaint, and all complaints will be handled the same, regardless of who is complaining.
  • Where a group of members wishes to make a common complaint, they may do so by making a single formal complaint that each sign.
  • Complaints made after the stated deadlines will be dismissed unless, in the view of the Guild Director, it would not be reasonably practicable for the complaint to be submitted in time. In exceptional circumstances, the Guild Director may grant a single time-limited extension.

Stage 1: Early Resolution Stage

Members are encouraged to attempt resolution through informal discussion with the relevant officer, committee member, or staff member. Members must do so prior to escalating the complaint to Stage 2, and within 20 working days of the date that the event or issue of complaint occurred.

Stage 2: Formal Complaint Stage

  • All formal complaints should be made to the Guild Director or their nominee, using the online Student Complaint Form, which will be sent to a member at the end of the Early Resolution Stage or is available on the Guild website.
  • Formal complaints should be made within 10 working days of the outcome of stage 1.
  • Members should complete all sections of the complaint form clearly and concisely, describing their concerns and summarising the key events with relevant dates.
  • Failure to complete all sections of the form clearly and concisely may lead to a delay in responding to the complaint, or the complaint not being progressed.
  • Members should provide any relevant evidence to support any allegations they make (evidence may include signed witness statements, letters, emails, and any other relevant information). The Guild cannot always guarantee the return of original documents, so we do ask that only copies are sent to us. Members should retain copies of the complaints form and any documentary evidence they submit. The complaint handler may seek to gather further evidence if it is required in their view.
  • The member is asked to state the remedy they are seeking through making their complaint. A remedy might take the form of:
    • An apology
    • Official acknowledgment that poor service was provided and a statement of how the Guild will make recompense (for example, by refunding charges for a service or facility that did not work as it should have done)
    • Agreement to review or amend how the Guild provides a service or conducts a procedure.

Acknowledgement & Complaint Handling

  • The Guild will acknowledge receipt of the formal complaint within three working days. This acknowledgement will include:
    • The name of the Complaint Handler
    • Contact details of the Complaint Handler
    • The next steps of the process.

Complaint Handler:

  • All efforts will be made to ensure that the Complaint Handler has had no previous involvement in the matter. Where this is not possible, the Guild Director will consult with the member in selecting a Complaint Handler.
  • A member making a formal complaint may request an alternative Complaint Handler. However, the Guild may not be able to (or may not consider it reasonable/appropriate) to agree to such request.
  • The Complaint Handler will contact the complaint and invite them to a meeting, normally within 5 working days of being allocated the complaint (if practical). The complainant may be accompanied by a friend or representative. In the event that the complainant seeks to be accompanied by a legal representative, the Guild reserves the right to also seek legal representation, and to defer the meeting if required in order to arrange this.

Stage 3: Panel Review Stage

  • If the member is not satisfied with the outcome of the Formal Complaint Stage, they may request a Panel Review within 10 working days of the outcome of Stage 2.
  • The Guild Director will convene a panel consisting of one staff member and two elected officers (as outlined in the existing bylaws).
  • The Panel will review all evidence previously considered, plus any new evidence. The panel may uphold or dismiss the complaint or accept or reject the decision made at an earlier stage, and as a consequence may remove, reduce or increase any resolutions or penalties previously applied.
  • The decision of the panel shall be final.

Additional Considerations

  • The Guild will seek advice from the Chair of the HR Subcommittee on how to handle complaints concerning the behaviour of staff.
  • The Guild will seek advice from the Data Protection Officer where a complaint includes allegations that a member’s personal data has been misused.

Timescales & Reminders

  • The Guild will provide a reminder if a member has failed to provide requested information within 5 working days. If the member does not provide the requested information within a further 5 working days, the Guild reserves the right to make a decision based on the information available.