Academic Complaints

Complaints fall into two categories:

"All students have the right to complain. If you are unhappy speak out – it’s your right."

(a) Academic complaints

This area includes issues such as:

• Lack of project supervision
• Problems with lecturers
• Lectures repeatedly being cancelled
  

(b) Complaints about services and facilities

This area deals with issues relating to:

• Residential accommodation
• Catering
• The library
• Computing - do you have adequate access
• Student advice and support services
  

If you have received unfair treatment or are unhappy about something that you feel could be changed, then speak out. Remember… Complaints are not always a negative thing; they are a way of improving for the future.

Taking action

You first need to try and resolve the complaint informally. This means that you need to go and talk calmly to the people involved.

(a) For an academic complaint this could be:

• Your Personal Tutor
• Your Course Leader
• Your Head of Department

(b) For a complaint about services/facilities, for example:

• The Librarian, if it is to do with the library
• Your Halls Manager, if it concerns accommodation

If this doesn't work...

If you have spoken to the person concerned and you cannot settle the issue, you then have the right to formally complain. A formal complaint then takes the form of a written statement that must meet the following criteria:

• It should be headed ‘Formal Statement of Complaint’.
• It must state what the problem is, and who the problem is with
• You must state what steps you have already taken to try to resolve the problem, for example, who have you spoken to
• You should state what you would see like to be done
• The statement must be dated, signed and your name must be printed

Alternatively...

The complaint can be raised via the University Student Complaint/Appeal form in the back of the University guides available from the Students’ Union Sabbatical Office. To be considered, it must identify:

• The nature and origin of the complaint.
• The steps taken to resolve the complaint informally.
• The reason why the outcome of the informal complaint was not satisfactory.
• The outcome that you would like to see to resolve the complaint.
  

You have 20 working days from when the complained matter occurred, to submit your form and there is also the opportunity to provide evidence to back your complaint up.

Completed forms then need to be submitted to the Students Complaints and Information Disclosure Officer, in the Academic Registry in University House.

What happens next?

• You will receive written confirmation from the Student Complaints Officer to say they have received your complaint form, and whether it has been found valid or not.
• If the form is not valid, the Students Complaints Officer will return your form with advice, if appropriate, on how to pursue the matter further.
• If it is valid, your complaint will be forwarded to the relevant Head of Department/Service to be investigated. The Complaints Officer will inform you who this particular person is.
• It should take no more than 20 working days to investigate your complaint.
• If for any reason the investigation is going to take longer, you will be informed in writing and given an explanation as to why.
• The conclusion of the investigation, and any action that is to be taken, will be given to you in written form.
• You have 5 working days to state whether you are satisfied with the conclusions.

What to do if you are still unhappy

• You can request a review of the response to your complaint or the way in which it was handled. You should write a statement including why you are not happy with the outcome of the complaint and why you feel a review of your complaint is appropriate.
• Address the statement to the University Secretary:
  

Pro Vice-Chancellor
University House
Winston Churchill Avenue
Portsmouth
PO1 2UP

• Be aware you only have 14 days from receipt of the complaint findings to take this action.
• The University Secretary will decide whether to look at the complaint again.
• If a review is justified a panel of uninvolved members will be made up and they will report to the University Complaints Review Panel within 20 working days.
• You will be told in writing what action will be taken to settle the complaint.

If you’re still not happy

• If you believe that your complaint has still not been resolved properly after the University Secretary’s review, you can apply to the Office of the Independent Adjudicator (OIA) for an independent review.
• The OIA handles individual complaints against higher education institutions. However, this is only when you have gone through all of the above procedures.
• Leaflets on the OIA are available from the Education & Representation Officer in the sabbatical Office in the union or the Students Complaints Officer in University House

Withdrawing a complaint

If at any time you choose not to go ahead with the complaint you must write to the University Complaints Officer or to the Head to whom your complaint was referred stating that you wish to withdraw your complaint. They will then write to you to say that they are aware that the complaint is not to go any further. ONLY withdraw your complaint if you are sure you wish to end the matter, as once it is withdrawn it is unlikely that the same complaint later will be treated seriously unless there are extenuating circumstances. If frivolous or malicious complaints are made, you may be dealt with under the student disciplinary procedures.

Help is at hand!

If you need any help or advice at any stage, please contact the Education & Representation Officer, here, or call into the Sabbatical Office at the Union and speak to Lynsey Hayward.

Departmental Student Representatives are available to talk to and receive advice from for minor complaints. The names and availability of these advisors should be widely advertised across your departments.

Regulations concerning complaints are given by the University in more detail. This is available in the relevant section of the Handbook of Student Regulations. This information is also available from the University's web site www.port.ac.uk/students/policy/handbook or from your department.

Forms are available electronically from University website and hard copies from Department, School and Faculty Offices, from the Students' Union and from the Students Complaints and Information Disclosure Officer.