Complaints

What is a Complaint? 

 

A complaint is an expression of dissatisfaction with a student’s experience at university, you can read the University's full Formal Complaints policy for more information. Every student has a right to complain but raising a formal complaint does not override the academic appeals process. 

I have a complaint, what should I do?

 

• Act early. Don't let a grievance or complaint fester. Tackle the problem at source by speaking to the person directly involved, this is referred to as ‘informal resolution’.  

• Be clear. When you raise your complaint with the person(s) involved, be clear about what has caused you concern and what appropriate and reasonable steps you would like taken to achieve your desired outcome. 

• Keep a record. It can be helpful to keep a log of interactions and attempts at informal resolution. This way, if you are unhappy with the response you receive, you have evidence to support a formal complaint.   

 

Complaints about placement

Many Worcester students work toward professional qualifications that require placement experience. If you’re concerned about your placement location, please reach out to the PLAST team. For issues related to conduct or teaching on placement, follow the placement provider’s internal complaint process first, then speak with your module lead. If further support is needed for a formal complaint, contact the Help and Advice service.

 

How do I make a Formal Complaint?

 

You must attempt informal resolution before any formal action can be taken. If you are unhappy with the outcome, you can complete a Formal Complaint form. Read WSU’s guidance on making a formal complaint.

What are the criteria for making a Formal Complaint?

 

There are criteria that must be satisfied for your complaint to be considered. 

• A current student at, or recent (3 months) graduate of the University. 

• The complaint(s) happened no longer than 3 months ago. 

• The complaint and desired outcome are specific and clear. Do not discuss multiple complaints on one form. 

• You have supporting evidence (record of complaint or informal resolution such as email conversations). 

• You have spoken directly to the appropriate, proximal person about your complaint either verbally or in writing. 

• The concern is within the University’s remit (Work-based placements must be raised with the provider through their complaints policy). 

• Before you submit your form, you must check you have included your full name, your student number, your signature, and date. 

• You have the appropriate grounds for making a complaint.  

Remember to tell the complaints officer about any disability or additional requirements they should consider when communicating with you. 

 

What are the grounds for making a Formal Complaint? 

 

You must have a particular reason for making a complaint, such as: 

a) Dissatisfaction with the quality of supervision and tuition 

b) Misleading information in prospectuses or in advertising or promotional material 

c) Deficiencies in standards of service provided by the University  

d) Inadequate facilities 

e) The behaviour of a member of university staff towards a student 

f) Discrimination by the University  

g) Dissatisfaction in their dealings with the Students’ Union 

 

What happens after I submit my Formal Complaint? 

 

While the time frames set by the University are for guidance only, you should be told about the progress of your application, especially if a delay is anticipated. It is helpful to keep a log of any correspondence between yourself and the University.  

You will be invited to a meeting with the Head of School or nominated person to discuss our complaint in more detail. Once the investigation is complete, you will receive a formal response from the Complaints Officer with the outcome of the investigation.

If you are unhappy with the outcome, you can write to the Pro Vice Chancellor (PVC) via the Complaints & Appeals Officer (complaintsandappeals@worc.ac.uk) within 10 working days of receipt of the Stage One outcome. The PVC will review the investigation and you might be asked to meet with them to discuss your concerns. The PVC can request the original decision be reconsidered, or they could agree with the outcome of the investigation.

If you are unhappy with the response of the PVC, you are eligible to refer the complaint to the Office of Independent Adjudicator (OIA) for external review. This is the final stage in the Fomal Complaint’s Procedure. 

 

How can the Students’ Union help me? 

 

The Students' Union provides a free, independent, confidential, and impartial advice service to all students at the University of Worcester and partner colleges. 

If you would like support and guidance regarding the Formal Complaints Procedure, you can request an appointment with an Academic & Welfare Advisor by completing the online enquiry form. 

While our Academic & Welfare Advisors cannot act or complete the form on your behalf, we can offer support in the following ways: 

• We can explain the Formal Complaint’s process in a simple way and answer any questions you might have about the policy. 

• We can explain the guidance around completing the form and provide a paper copy on a paper colour of your choice if you have accessibility needs. 

• We can sense-check your completed form to ensure that you are understood by the Complaint’s Officer and person(s) investigating.  

• We can signpost to other support services that could help with any other issues you are experiencing during the process of making a Formal Complaint. 

• We can attend meetings with you to ensure you are treated according to University policy. Learn more about representation at meetings with the university.

 

Confidentiality 

The Help & Advice service is confidential - nothing you tell us will be shared with the University of Worcester or any other organisation or individual without your permission. There are rare occasions where a breach of confidentiality may be deemed necessary. A breach of confidentiality will only occur if staff have evidence to believe that someone is at risk of harm and abuse. Further details can be found in our Confidentiality Policy. If a decision is made to breach confidentiality, the client will be informed in advance of the breach.  

Disclaimer 

Every effort has been made to ensure that all information contained on the Help & Advice webpages is both current and accurate. However, information within these pages is subject to change without prior notice. Please seek professional guidance for the latest information. Any advice given by members of staff is based on the information available and to the best of their knowledge. No liability can be accepted for any errors or misleading information. Please note the Help & Advice service is a member of AdviceUK.