11.4 Procedure for Dealing with a Student Complaint

1. The Procedure for dealing with a complaint refers to the three stages involved:

(i) Stage 1: Early resolution

(ii) Stage 2: Formal stage

(iii) Stage 3: Final review.

2. Upon request by the student, a Completion of Procedures letter will be issued by the University to the student following the completion of all internal procedures (the three stages). It will inform the student of the outcome of their complaint and their right to have the University’s handling of the complaint considered by the Office of the Independent Adjudicator (OIA), should they feel it necessary to do so.

3. The University subscribes to the independent scheme for the review of student complaints. If a student is dissatisfied with the outcome, they may be able to apply for a review of their complaint to the Office of the Independent Adjudicator for Higher Education (OIA) providing that the complaint they take to the OIA is eligible under its Rules. Please note that the OIA will normally only review issues that have been dealt with through the University’s internal procedures.