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Student Complaints Policy and Procedure

The Student Complaints policy and procedure ensure there is a clear, fair, and effective process to handle student complaints.

Find out how to raise a complaint and how the university will respond by reading the Student Complaints Policy and Procedure.

If you are a Student Apprentice please find the Student Apprentice Complaints Policy and Procedure.

Student Complaints aims to:

  • Ensure that where issues arise resolution is sought promptly and to the satisfaction of all parties, whenever possible or appropriate.
  • Ensure the University of Bath is a responsive organisation that welcomes feedback and learns from complaints to improve our academic provision, service standards and the student experience.

The University of Bath will not penalise any student for raising a complaint they are genuinely concerned about, even if the concerns turn out to be misplaced.

Stages of the Complaints Process

The complaints process will have no more than three stages:

  • Stage 1: Early resolution at the local level, where this is possible
  • Stage 2: Formal resolution stage
  • Stage 3: Appeal stage

This is to allow issues to be resolved as efficiently as possible and at the appropriate level.

Students wishing to raise a formal complaint should complete a Stage 2 complaints form.

Advice and Support

We understand it can take courage to raise a complaint. There are several services that can support you before, during and after submitting a complaint.

We want you to be fully supported throughout this process.

You can contact the SU Advice centre for a free confidential service that is independent of the University.

You will be offered the opportunity to bring a friend, family member or other support person to any meetings.

If you have a disability or any specific needs that require adjustments to this Student Complaints process, please email in order for arrangements to be made.

If you have a disability, you can also be accompanied to the meeting by a Disability Support Worker or adviser if required.

Support and advice is also available from the Student Support Advice Team by email to


If you have any questions, please contact us.

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