11.3 Stage 1: Early resolution and Stage 2: Formal level – matters for consideration

Stage 1: Early resolution

1. Aberystwyth University seeks to minimise students feeling the need to make a complaint by ensuring they have opportunities to participate in formal decision-making processes at all levels and by encouraging regular feedback through Department or Faculty Staff-Student Consultative Committees (including at partner institutions). In the event that a student is dissatisfied with a service provided by the University, the University will seek to resolve the matter at the earliest possible opportunity through early resolution.

Stage 2: The formal level

2. If, however, a student feels it is necessary to pursue a complaint at a further level, this procedure sets out the process they and the University must follow.

3. This procedure provides a mechanism for addressing complaints promptly, fairly and effectively. Further advice about this Procedure may be obtained from the Faculty Registrar, Academic Registry (casework@aber.ac.uk) or from a Student Adviser in the Students’ Union (union.advice@aber.ac.uk).

4. In the instance of a complaint involving a Partner Institution, students may obtain advice from the Academic Partnerships Office, aqsstaff@aber.ac.uk, who can signpost to the relevant complaints procedure at Aberystwyth University and/or the Partner Institution.

Confidentiality

5. Students, and those against whom complaints are made, may expect complaints to be dealt with confidentially and for their privacy to be respected. However, any person who is the subject of a complaint will be made aware of it, in order that they are given the opportunity to respond to the allegations made against them, when requested by investigating staff. It may also be necessary to disclose information to other individuals, such as relevant members of staff, professional bodies and schools (placement), where applicable, so that the complaint may be dealt with appropriately. In these circumstances, the complaining party (ies) will be informed of such a disclosure, including those at a Partner Institution.

6. Students can have confidence that they will be protected under this Procedure and should not feel the need to submit anonymous complaints. Matters of concern can be raised anonymously through channels such as ‘Tell Us Now’, and the ‘Dignity and Respect at Work’ policy however it may be difficult to resolve an individual or group complaint at further levels if they are made anonymously, as it prevents staff from investigating the specifics of the allegations being made. An anonymous complaint may only be considered if there is a compelling case, with supporting evidence, for the matter to be investigated further. However, it should be noted that raising a concern anonymously could impede the investigation and communication of the outcome. It may also make it difficult for the University to provide the relevant support required by students submitting a complaint. Students should carefully consider these points when considering submitting an anonymous complaint.

Non-legal accompaniment

7. At any stage in the procedure, the parties involved may be accompanied, in a non-legal capacity, by a friend, parent(s), representative of the Students’ Union or Trade Union recognised by the University, or any other member of the University community.

8. Complaints procedures are an internal matter and do not have the same degree of formality as a court of law. In most cases it will not be necessary or appropriate for a student or the provider to be legally represented at a complaints panel or meeting.

Contact details

9. During the complaints process, the University will need to contact the student making the complaint. This may be done via email, telephone or letter. It is a student’s responsibility to ensure that their contact details are correct on the central records system so the University can contact them easily. The University bears no responsibility for letters that do not reach a student due to their record not being kept up to date. The primary method of contact will be via e-mail, though letters of outcome at the Stage 2 and Review stages of the procedure may also be forwarded to the address on the forms submitted.

Evidence

10. Evidence in support of the complaint must be submitted. A complaint cannot be investigated without evidence.

11. For the purpose of this procedure, evidence submitted in support of a student’s complaint must be independent, corroborative, and sufficient to establish any facts or issues raised. A personal statement of what a student believes to be true cannot constitute evidence. Examples of evidence can include:

(i) documentary evidence such as e-mails and photographs

(ii) witness statements from University staff or students, support workers, and other professionals, including those from a Partner Institution.

12. The student is responsible for identifying and submitting appropriate evidence with the complaint. The University will not do this on the student’s behalf, unless someone employed by the University is acting as the student’s named representative. Any complaint made stating that further information can be sought on the student’s behalf will not be actioned and the complaint will be rejected. Students should note that they can submit further evidence following the submission of the complaint, but that in doing so this may lead to a delay in the response being issued. It is in their interests to submit all relevant evidence at the same time as they submit their complaint.

13. Students have the right to receive reasons for decisions taken following consideration of a complaint at any stage of the procedure, and to be informed of any opportunity for a further review.

Allegations of a criminal offence

14. If there are allegations of a criminal offence made in the complaint, Aberystwyth University may refer the matter to the police and suspend its own proceedings, at any stage of the procedure, until the outcome of any criminal proceeding is known. The student will be informed if this decision has been taken.