11.5 Stage One: Early Resolution

1. It is anticipated that the majority of concerns, issues or complaints can be resolved easily and quickly at the time the problem first occurs and with the individual(s) directly involved (student and the person against whom they are complaining, or is responsible for the service against which the student is complaining).

2. The Early Resolution stage process for the early resolution of a complaint should proceed as follows:

Complaints involving an academic department

3. Any student with a concern, issue or complaint against an academic department at Aberystwyth or a partner institution, should, in the first instance, seek to resolve the matter as early as possible. This could be achieved by arranging a face to face meeting to discuss the situation at hand, followed by an explanation or apology, where appropriate. Students (as an individual or a group representative, as stated in 11.2 above), should offer a description of the problem encountered and state their desired outcome at this point, and, where possible, include any available evidence to support their complaint.

4. The student may wish to raise the matter with their personal tutor, another member of the academic staff or other appropriate person, including those at a Partner Institution. In the case of a group concern, issue or complaint (not involving allegations against a named individual) the appropriate departmental Staff-Student Consultative Committee, (and that at a partner institution) may be involved. These proceedings will not prejudice the investigation of the complaint at the formal level, should it be escalated to that level.

5. If (a) student(s) wish(es) to submit a complaint via email, they should make sure this is unambiguous: we recommend that they insert ‘Stage 1 Complaint’ in the email subject line, so staff are clear that a complaint is being raised, which will ensure it is dealt with according to procedure and in a timely manner.

Complaints involving a non-academic department

6. If the complaint is against a non-academic department, the student should discuss the matter with, for example, the person responsible for the service or facility the student has a concern or issue with, who can then refer the student to an appropriate member of staff within the department, or partner institution, if they are not in a position to resolve the issue themselves.

7. If a student is unsure to whom in a non-academic department they should submit their complaint, they are advised to contact the Academic Registry on casework@aber.ac.uk, who will be able to guide them in the right direction.

Outcome

8. When recording the outcome of a Stage 1 complaint, academic and non-academic departments must complete each of the following steps:

(i) The outcome of all Stage 1 complaints must be recorded systematically by each department. Details should include:

(ii) the name(s) of the student(s) submitting the complaint

(iii) the matter of concern

(iv) the investigating officer

(v) the outcome.

9. This report should also direct the student(s) back to the Aberystwyth University Complaints Procedure which sets out what options the student has available to them should they remain dissatisfied with the outcome and wish to pursue the complaint further.

10. The information should be drafted by the member of staff addressing the student’s/students’ complaint, and be circulated to all interested parties within the department and a copy retained in a clearly marked ‘Stage 1 complaints’ folder in the department’s central email address.

11. An electronic copy should also be submitted to the Academic Registry on casework@aber.ac.uk. This information will help the University monitor its performance in dealing with complaints and may be requested by the Academic Registry for the purpose of reporting to the relevant University committees.

12. Departments can seek general advice from the Academic Registry (casework@aber.ac.uk) on issues relating to the procedures when considering the case and any possible outcomes or redress, if felt necessary.

13. No formal time limit is applied to early resolution, however it is expected that attempts will be made to resolve the initial complaint, wherever practicable, within 10 working days. Students need to be mindful that responses may take longer if a complaint is submitted close to a University closure period.