Student complaints

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De Montfort University’s Student Complaints Procedure has been developed to reflect the framework of the Office of the Independent Adjudicator (OIA), the Higher Education Ombudsman. It is based on the OIA's Good Practice Framework and complements the advice and guidance on concerns, complaints and appeals published by the UK Quality Code for Higher Education. 

Submitting a complaint

Our three-stage complaints process is designed with a focus on early resolution. Students are expected to complete each stage in the process before escalating to the next, if you have grounds. 

The university encourages students to engage with our services directly themselves. This helps us to hear your voice and to try and find an appropriate solution as speedily as possible. However, we do recognise that some students may need support accessing and completing the complaint forms. Students are able to ask the DSU advice and wellbeing team for independent support on how to complete the form.

The university does not accept complaints made by third parties on behalf of students, unless in exceptional circumstances where a student is temporarily prevented from being able to communicate directly for themselves. Evidence must be provided to demonstrate that the student is not able to act on their own behalf, and the length of time this is expected to last. The university will also require written permission to discuss your complaint with a third party on your behalf.

Please see our policy on communicating with third parties for further information about this. The aims of the Student Complaints Procedure are:

  • To resolve complaints in a timely, effective and fair manner  
  • To resolve complaints in the area in which they arise
  • To improve service delivery and the student experience 

 

 

 

 

 

  1. What's covered by the complaints process?

    A complaint can be submitted about:

    • The quality and standard of service provided by the university, including teaching and learning provision
    • Failure to provide a service as advertised or reasonably expected
    • Unsuitable facilities or learning resources
    • Failure of the university to follow an appropriate administrative or academic process

    The university has other processes and procedures for dealing with academic appeals, challenging an admissions decision and complaints relating to student or staff behaviour. Student misconduct is considered under the university Disciplinary Code and is investigated by the University Investigations Team based in Security. Reports about staff misconduct are managed through the Dignity and Respect Policy by HR. All reports can be made directly to security@dmu.ac.uk, who will manage and forward the casework appropriately.

    Please be assured that by making a report you will not be disadvantaged by the university.

  2. Early resolution

    In the first instance you should submit an early resolution complaint form and your case will be managed locally by the faculty or most appropriate university department. This form must be submitted within three months of the matter becoming apparent.

    The early resolution complaint form can only be submitted via your student or alumni email account.

    The early resolution form will be sent to an Early Resolution Officer who will decide how best to try and reach an outcome for your complaint. This may involve asking you for more information, having a conversation with you to understand the specific issues, investigating the issues raised with other staff or recommending mediation between all parties.

    Once your complaint has been investigated you will receive an outcome in writing.

    These are the possible outcomes:

    • Upheld: An outcome or remedy will be offered to you
    • Dismissed: There is no evidence of wrongdoing and your complaint cannot be taken any further
    • Partially upheld: If your complaint concerns multiple elements, some of these may be upheld and other dismissed
  3. Formal complaint

    You may escalate your complaint to the formal complaint stage if you have grounds to do so, and if the early resolution stage has been completed. The only grounds for escalation are:

    • The complaint procedure was not followed correctly
    • New information that was not available earlier in the process, can now be provided by the student, with good reason as to why it could not be produced earlier

    Once you have completed the formal complaint form, it will be reviewed by the complaints team. If your complaint is eligible for further investigation, it will be allocated to a member of staff who has had no previous involvement in the matter. This staff member may contact you, as well as other staff and students, and will consider documents and other relevant evidence. Once they have completed their investigation, they will write to you explaining the reasons for the outcome, providing evidence used in the decision-making process and any other recommendations.

  4. Review by the University Complaints Committee

    Once you have received an outcome at the formal complaint stage, you may request a review of your complaint if you have grounds to do so, as below:

    • The complaint procedure was not followed correctly
    • New information that was not available earlier in the process, can now be provided by the student, with good reason as to why it could not be produced earlier

    You must complete the review request form and your complaint will be reviewed by the Chair of the University Complaints Committee who may recommend that the case be heard at a full panel hearing, or decline the request for review if the grounds for appeal (as above) are not justified.

    The decision of the Chair is final and not subject to review by any other university body.

  5. Independent external review

    If you are dissatisfied with the outcome of a complaint but do not have grounds to escalate it, you may be able to apply for a review of your complaint to the Office of the Independent Adjudicator for Higher Education (OIA) providing that the case you take to the OIA is eligible under its rules. Should you decide to make a complaint to the OIA, you must request a Completion of Procedures letter from the university and you have one month from the date of your complaint outcome letter to do this. You should request the Completion of Procedures letter from the Academic Support Office by email.

    The OIA is a review body. It will consider how the university has dealt with your case and its final decision. The focus of the review will be what happened before the Completion of Procedures Letter was issued. The OIA Scheme is not a further appeal to university. The OIA provides an independent review Scheme and its role is principally to consider whether the university has correctly applied its regulations and followed its procedures, and whether the outcome is reasonable in the circumstances.

  6. Complaints regarding behaviour or conduct

    Complaints about student or staff behaviour or misconduct will be referred to as a "report". The university has separate procedures for dealing with reports of student or staff misconduct.

    Student misconduct is considered under the University Disciplinary Code and is investigated by the University Investigations Team based in Security. Reports about staff misconduct are managed through the Dignity and Respect Policy by HR. All reports can be made directly to security@dmu.ac.uk, who will manage and forward the casework appropriately.

    If you wish to make a disclosure and not a report please see below.

    Please be assured that by making a report, you will not be disadvantaged by the university.

    What is the difference between a report and a disclosure?

    A report is an official statement about an event that will require further investigation.

    A disclosure is the opportunity to share your experience and receive support; it does not mean you have to make a report.

    You may prefer to disclose your experience to the No Space For Hate Project (for incidents concerning hate and harassment) or the Mandala Project (for incidents concerning sexual or domestic violence or abuse). You do not have to make a report in order to receive support.

    You may also disclose incidences of hate and harassment anonymously using our anonymous reporting form. Please note that anonymous reports cannot be investigated.

  7. Support

    The university expects students to engage with the complaints process themselves. If you need support, please contact the Students’ Union advice team. The university does not accept complaints from third parties unless there are exceptional reasons for doing so.

    The university is committed to providing an excellent educational experience for students, and we know that sometimes you will need to raise a concern or get further support. There are many ways for you to seek help in resolving problems: