Top Tip #11 - Not Happy? Make a Complaint

Whilst we hope your experience at UoG is a positive one we understand that sometimes things can go wrong. The university has a complaints procedure in place to raise any of your concerns. You can access the Student Complaints Procedure here

The procedure follows three stages  

Stage 1: Immediate local resolution: 

Before you submit a formal complaint you are expected to attempt to resolve the issues or concerns informally at a local level through discussion with the appropriate Module Tutor or Academic Course Leader (for academic related complaints), or member of staff in the relevant module/course team or school, or professional services department  (for non-academic complaints). If you are dissatisfied with the outcome at this stage you can take it to Stage 2 

Stage 2: Formal complaint resolution: 

If the complaint is not resolved informally to your satisfaction, you can submit a Student Complaints Form no later than 3 months after completion of the year of study in which the complaint arose, or within 3 months of the date of withdrawal, or the beginning of an approved leave of absence from the programme of study. Your complaint will then be investigated, and you will be notified of the outcome. 

Stage 3: Formal complaint Review: 

If you are dissatisfied with the outcome of Stage 2, you can request for the complaint to be progressed to Stage 3, consideration by a Student Complaints Review Panel, if you meet the grounds noted in 13.1 of the Student Complaints Procedure. You, along with relevant staff from the school/department related to the complaint, will be invited to attend a Student Complaints Review Panel meeting to discuss your complaint and why you remain dissatisfied.  The Panel will then make a decision on your complaint and you will be notified of the outcome in writing.  If you remain dissatisfied after this you may be able to submit your complaint to the Office of the Independent Adjudicator for Higher Education (OIA), providing that it is eligible under its rules.  

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