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The University has a Student Complaints Procedure which explains how complaints from students will be considered. This is available online on http://campus.leeds.ac.uk/docs/stucompsproc.pdf.
What sort of complaints can be considered?
How do I make a complaint?
Are there any time limits?
What should I include in a complaint?
What if I am not happy with the outcome?
A complaint can be made on any grounds, but common examples include:
Marks and degree classifications cannot be changed through this procedure. The academic appeals procedure must be used. See the our page on academic appeals for more information.
You must make the complaint yourself; however you can get help from the Student Advice Centre or another party. There are different levels at which a complaint can be made:
Locally, to the School or service concerned, by having an informal chat with a staff member or the Head of the School or service
Locally, but more formally, by writing to the head of the School or service concerned
In writing to the University’s Complaints Officer. You will also be given the opportunity to discuss your complaint with the Complaints Officer
In an appeal to the Pro-Vice Chancellor, if the response of the Complaints Officer is unsatisfactory
It is usually most effective to complain locally as a first step. This is often quicker, and gives the School or service concerned a chance to explain or rectify the problem. It may be the first time a particular problem has been brought to the attention of the School or service. Of course, it may not be appropriate to do this, for example if a complaint concerns the Head of your School.
A local level complaint can be made in person or in writing. If you complain in person, it is a good idea to note the date you complained and keep a written record of what you said and the response. Formal complaints should be made in writing.
It is important to complain as soon as you can after the event concerned. This means that the complaint can be investigated promptly and is more likely to be resolved quickly.
If you have graduated or left the University, you must make your complaint within 3 months of graduating or leaving.
After you have made a complaint, the following time limits apply:
If complaining at local level, you should receive a response within 15 working days
The University Complaints Officer should provide a response within 20 working days
If you wish to appeal the Complaints Officer’s decision, you must do so within 20 working days
Sometimes these deadlines are exceeded, especially if your complaint is complex. The University should keep you informed of the reasons for any deadlines being missed.
Your complaint should explain:
The grounds, or reasons, for the complaint. You should include any relevant University rules or guidelines and explain how, in your opinion, these have been breached. You should also give specific examples of what happened – for example, instead of just saying a staff member was rude to you, explain exactly what they said or did. Be as specific as possible about the dates and people involved, and include supporting evidence such as witness statements, if possible.
How it has affected you – this may be academically, emotionally, financially or health-wise
The solution you are seeking
If you are unhappy with the response to a local-level complaint, you can complain to the Complaints Officer. Decisions made by the Complaints Officer can be appealed by asking that a Pro-Vice Chancellor review the case.
The Pro-Vice Chancellor’s decision is the final decision of the University. If you are not satisfied at this stage, you can complain to the Office of the Independent Adjudicator (OIA). For more information contact the Student Advice Centre, or see www.oiahe.org.uk.
The Student Advice Centre can help by:
Explaining the complaints procedure
Helping you decide whether you have grounds for complaining, whether University obligations have been breached, and what would be a reasonable outcome to ask for
Helping you decide the most appropriate level at which to complain
Helping you approach the School or service in question
Helping you to write a formal complaint and decide what supporting evidence to include
Helping you decide whether to appeal or challenge a decision issued by the Complaints Officer or Pro-Vice Chancellor.
The Student Advice Centre
1st Floor, LUU Building
Tel: (0113) 380 1300
Email: advice@luu.leeds.ac.uk
http://www.luuonline.com/help/
The University Complaints Officer
David Wardle
The Secretariat
Level 11, EC Stoner Building, University of Leeds, Leeds LS2 9JT
Tel: (0113) 343 4452
Email: d.wardle@adm.leeds.ac.uk
The Student Complaints Procedure online: http://campus.leeds.ac.uk/docs/stucompsproc.pdf.
Please be aware that we are only able to advise current or prospective students of Leeds University.
These pages are for guidance only and are not a substitute for the formal procedures and statutes of the University. The information was checked and correct at the time of writing.
If you have any comments or queries about this page please email advice@luu.leeds.ac.uk.
© LUU Student Advice Centre October 2007.
