University of Bath

Student complaints procedure

If you think you may have reason to make a complaint then you should read the student complaints procedure.

Stage 1 - Informal Complaint

Bring your complaint to the attention of an appropriate member of staff (if in doubt contact the Head of the Department/Service involved). They will attempt to resolve the complaint, and inform you of what steps (if any) will be taken.

If you are not satisified with the outcome or the complaint is not resolved you will then need to make a formal complaint.

To make a formal complaint, you should read the full student complaints procedure which can be found at Regulations, Appendix 1/ Formal complaints should be made on a student complaints form.

Stage 2 - Formal Complaint

Submit a Student Complaint Form to the Head of Department/Service concerned. The Head of Department/Service will investigate your complaint, and arrange a meeting with you and anyone else involved. You will receive a written response to your complaint, which will explain any action to be taken to resolve your complaint, or explain why it is considered that no action is necessary.

Stage 3 - Review by the University Secretary

This is the final stage of the University's internal procedures. You should contact the University Secretary and request a review of the case within 14 days of receiving the outcome of Stage 2. Your request should state the grounds for review, which should meet one of the criteria detailed in the complaints procedure.

If the University Secretary is satisified that a review is justified, he/she will either make a judgement based on written evidence, or establish a Review Panel to come to a judgement on your complaint. If a Review Panel is established, it will hold a formal meeting with you and anyone else it decides it needs to meet. You will be sent written notification of the decision, which will explain any action to be taken to resolve your complaint, or why it is considered that no action is necessary.

If your complaint is not resolved or you are not satisfied with the outcome and you wish to take the matters further, contact the Office of the Independent Adjudicator.