Student complaints procedure

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De Montfort University recognises the importance of effective complaints management as both a tool and a source of information for service improvement. The university welcomes feedback from all our students and recognises the right of students or alumni to raise issues of concern about the services provided by the university which may affect the quality of their student experience.

Procedure overview

Stage 1: Local Resolution – what DMU will do when a student identifies a concern

Stage 2: Formal Review and investigation by the Office of the Student Appeals and Conduct Officer (or their designated nominee) - what DMU will do when it receives a formal complaint

Stage 3: Formal Appeal to the University Complaints Committee – what DMU will do

At Stage 1 the faculty or directorate will respond to the student directly within one calendar month. If a student does not receive a response within in this timeframe, they should contact the Academic Support Office on acasupportoffice@dmu.ac.uk who will pursue a response on their behalf. Please note this is not an escalation to Stage 2 but a facilitation of a timely response at Stage 1.

Read the full 2019/20 Student Complaints Procedure here.

Scope of procedure

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

The University recognises the importance of effective complaints management as both a tool and a source of information for service improvement. The university recognises the right of current students and alumni to raise issues of concern about the services provided by the university.

If you want to understand how we process your personal data, and our legal basis for doing so, please refer to our Privacy Notice.

What can be dealt with under the Student Complaints Procedure?

A complaint is defined as “an expression of dissatisfaction by one or more students about the action or lack of action of the University, its staff or representatives, or about the standard of service provided by or on behalf of the University.”

The SCP can be used by students or alumni to raise any concerns or expressions of dissatisfaction about the services provided to them by the University.

Examples of types of complaint dealt with under the SCP:

A complaint may relate, but is not limited, to

  • the quality and standard of service provided by the University, including teaching and learning provision;
  • failure to provide a service;
  • unsuitable facilities or learning resources;
  • inappropriate behaviour or treatment by a staff member, student or individual associated with the         University (including contravening the University’s Dignity at DMU Policy);
  • failure of the University to follow an appropriate administrative or academic process

What will not be dealt with under the SCP:

  • academic appeals or other matters that relate to Assessment Board decisions.  Appeals against Assessment Board decisions are managed by the Academic Support Office and are dealt with under a separate appeals procedure contained within the General Regulations and Procedures Affecting Students.  Any complaint made under the SCP which appears to be an academic appeal will be referred to the Academic Support Office for consideration.   If you require further information about the procedure for academic appeals, please contact acasupportoffice@dmu.ac.uk and the team will assist you
  • a challenge to an admissions decision.  This should be raised under the University Admissions Policy;
  • complaints about matters which have already or are under consideration by the Office of the Independent Adjudicator for Higher Education (“OIA”), a court or tribunal.

Mediation

If you state that you would like to attempt to resolve the issue(s) through mediation, an independent mediator will arrange meetings involving you and a representative of the relevant department. You have the right to be accompanied to the meeting by a representative of the Students' Union or another member of the university or a member of your family. The mediation meeting will discuss your case with the aim of reaching an agreed outcome.

If an agreement is reached an explanation of the agreement will be written down and signed by all parties. You have the right to think about any proposed agreement for 7 working days and seek advice before signing. If an agreement is reached and signed by all parties the matter is closed and cannot proceed to an academic appeals panel for further consideration.

Click here to view the archived 2018/19 Student Complaints Procedure.

 
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