UCSU Complaints Information
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Transcript of UCSU Complaints Information
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Information about
The University Complaints
Procedure
Independent Advice, Support and Representation
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The Procedure
The University has a Student Complaints Procedure which all registered students are
able to use if they have a complaint about educational provision and related services.
The University website sets out a comprehensive outline of the policy and procedure
and the following can be read in conjunction with this, or of course before calling into
the Students’ Union office and speaking to someone from the Advice Service.
There are two main parts to the procedure – Informal and Formal – and students
should decide which of these options should be applied.
Informal Complaints are recommended wherever possible and relevant as it means
issues can often be resolved very quickly to everyone’s satisfaction. This might include
arranging to have a chat with a relevant member of staff or writing a letter outlining the
concerns. If the student doesn’t feel satisfied with the outcome then s/he could choose
to use the formal part of the Student Complaints Procedure.
Formal Complaints can be made at any time by a student. There is a framework for
this process which can in some instances be progressed by the student through three
different stages. At each stage the following is required:
A Student Complaints form can be picked up from the Students' Union offices, Student
Services, Heads of Faculty Administration or Heads of Service. Students then need to
complete all details of the Complaints Form, clearly marking whether they are making an
INFORMAL or FORMAL complaint.
Students must write a statement outlining the nature of the complaint, indicate what
supporting evidence they are attaching and what they would like to see happen as a
result of making the complaint. This must be realistic and reflect the complaint itself.
The Students’ Union can give students advice about possible forms of redress if they are
unsure.
The Complaint must be forwarded to the relevant Complaints Officer (refer to the
appendix in the complaints booklet), or call in to the Students' Union and we will
forward it on behalf of a student.
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Writing a statement
The statement should be a factual outline of the incident or event that has taken place
and we suggest that students take a logical and chronological approach in ordering it.
Students should balance the amount of information well so that enough information is
given for the reader to make sense of the complaint whilst keeping it concise. If a
complaint gives names, students must be aware that these people will be contacted in
the course of any investigation. Even if you do not feel that the situation itself is 'fair',
the other party must be given the opportunity to respond to the information you have
provided.
Processing the Complaint
Once the complaint has been submitted, a student should normally receive an
acknowledgement within 10 working days of the Complaints Officer receiving it. The
Complaints Officer then has a responsibility to check that the complaint is legitimate –
or if there is another process more applicable. If the complaint does progress it will be
passed on to a relevant Investigating Officer who will be a member of staff within the
Service or Faculty. Students may be asked to meet with this member of staff to fully
discuss the situation. Staff will aim to complete any investigations within one month and
respond in writing as soon as possible.
Complaint Outcomes and the stages of the Process
When investigations are complete the student will be contacted in writing to be told of
the decisions made and whether all aspects of the complaint have been resolved. If a
student is happy with the outcome, they can move on and put it out of their mind! If
however, a student is not happy with the response, they can choose to take the
complaint to the next stage.
If students are dissatisfied we suggest that they should evaluate carefully what it is that
they are unhappy with. For example, have some points not been acknowledged at all, is
it that certain information has not been fully taken into consideration or the
recommendations don’t match the concerns that were outlined? Students should put
together a ‘covering letter’ explaining what they feel still needs to be addressed or re-
looked at, and explain the reasons that they feel this way. Students should comment on
the impact – this might be a continuation of how they felt originally or circumstances
may have changed for the worse. Students really need to relate back to the original
concerns. And not forget to state what they would like to see happen should their
complaint be successful.
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Essentially there are three stages that a Complaint can go through. If you are dissatisfied
with the outcome of an investigation of your complaint, and you wish to take it to the
next stage in the complaints process, it is your responsibility to submit the relevant
documents to the same Complaints Officer and request an investigation at the next
Stage. You must do this within 10 working days of the date you received the formal
response about your complaint.
The Complaints Officer will again carry out an assessment to ensure it is correct and
proper to proceed with the complaint. If your request is accepted, the Complaints
Officer will forward the relevant paperwork to an appropriate member of staff for
investigation. If the Complaints Officer does not feel the complaint should be
progressed, s/he will write to the student and explain why. If a student disagrees with
the reasons given they could appeal to the Vice Chancellor.
Stage 1
At Stage One the investigation of your complaint is undertaken by a Head of School or
Programme, or by a senior member of a Service, who acts as an Investigating Officer.
The Investigating Officer will report the findings of the investigation to the Complaints
Officer, who will notify you whether the complaint is accepted or rejected. You will
receive a written report from the Complaints Officer, to explain why any decisions
were made. The Complaints Officer will inform you of any action(s) and/or redress
taken, or that will be taken, as appropriate.
If you are unhappy with the results from a Stage 1 investigation, you can contact the
Complaints Officer (in writing within ten days of receiving a response about the
outcome of your complaint at stage 1) and request your complaint proceeds to the next
stage (Stage 2).
Stage 2
At Stage two the investigation of your complaint is undertaken by the member of the
University’s Senior Management Team who has responsibility for the Faculty or Service
relevant to your complaint (usually a Faculty Dean). The Investigating Officer will report
the findings of the investigation to the Complaints Officer, who will notify you whether
the complaint is accepted or rejected, and any action(s) and/or redress that has been, or
will be taken, as appropriate.
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If you are unhappy with the results, you have the right to contact the Complaints
Officer (again in writing within ten days) and ask them to progress your complaint to
the next stage (Stage 3).
Stage 3
At Stage three, the investigation involves a Complaints Hearing by an independent and
impartial committee, chaired by a member of the University Management Team. The
committee also includes another senior member of University staff and a member of the
Students’ Union Executive. You can attend the Hearing and will have the right to
question others attending as well as to present the reasons for your complaint. The
Students’ Union can attend this hearing with you to support or represent you. The
Hearing committee will report their findings to the Vice Chancellor who will notify you
about whether your complaint is accepted or rejected and about any action(s) or
redress to be taken as appropriate.
If you are dissatisfied with the results from the Stage 3 investigation you have the right
to appeal through the OIA (Office of the Independent Adjudicator). For more
information about the OIA contact the Students’ Union Adviser using the contact
information at the end of this information guide.
The Role of the Students’ Union
There are a range of ways we can support you in this process. We can:
• explain the full process to you and guide you through the stages
• help put together a statement
• forward your completed complaint to a Complaints Officer and monitor it.
• go with you to a meeting where we could either help to represent you, provide
support or act as a minute taker.
It is important to remember that the complaints procedure is intended to be used to
complain about University Services or provision that do not meet the standard or fulfil
elements that you feel were promised to you or you are entitled to. If your complaint
is about a member of staff, then please come to speak to us in the Students’ Union as
the complaints process may not be the most applicable route as it may become a matter
for Human Resources rather than for Complaints.
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Complaints Procedure Timescales
The table below is taken directly from the University procedures and outlines the
normal timescales in the complaints process, though not all of these ‘events’ will be
necessary, in every complaint.
Who Description When and in what form Student complainant
Submits a formal complaint Within 2 months of the pertinent event, using form
Complaints Officer (CO)
Acknowledges receipt of the complaint. Conducts a validity assessment and decides if the complaint does/does not warrant investigation.
Within 10 working days, in writing
Investigating Officer (IO)
Undertakes an investigation of a complaint and reports findings to the Complaints Officer
Within one calendar month of receipt of complaint information (from the Complaints Officer)
Complaints Officer (CO)
Provides student with a report on the outcome(s) of an investigated complaint
Within a calendar month of receipt of complaint, in a written report
Student Optional process
Requests CO to move to next stage in Process eg Stage 1 to Stage 2 if response at stage investigated is dissatisfactory
Within 10 days of notification of Complaints Officer’s report, in writing
Complaints Officer
Conducts another assessment when student requests move to next Stage. CO decides if the complaint does/does not warrant a new/further investigation
Within 10 days of receipt of student’s request
Complaint Committee Chair
Convenes Complaints Hearing at Stage 3 Within 28 days of notification from Complaints Officer
Complaint Committee Chair
Notifies the student of date/time/place for Complaints Hearing
10 working days notice
University Directorate
Notification of outcome(s) of Complaints Committee Hearing
Within 20 working days of the Hearing
Relating to validity assessment Student Optional process
Appeals to the University Directorate if the complaint is rejected at the assessment, via the Student Quality Adviser in LISS
Within 10 days of notification of rejection, in writing
Student Optional process
Can appeal to University Directorate (via SQA in LISS) if CO decides complaint does not warrant a new investigation
Within 10 days of notification from the Complaints Officer
Student Quality Adviser (SQA)
Forwards a ‘rejected’ complaint to a member of the University Directorate for consideration
Within 10 days of receipt from student
University Directorate
Notifies student ‘on appeal’ if the complaint should be investigated (further) and at which Stage (1/2/3) OR that the complaint is not accepted and the internal process is closed
Within 20 working days of appeal being notified to the SQA
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Contacting the Advice Service
If you would like any further information, would like to arrange
an appointment or want to speak to a Students’ Union
Advice Service staff member then contact:
Students’ Union Student Advisors:
email: [email protected]
Trish Lee: 01524 526567
Chloe Merna: 01228 616272
You can also drop in to your local Students’ Union Office on each
main Campus to speak to arrange to speak the Student Advisor
in person, on the telephone or to arrange a suitable appointment.
If you’d prefer it you can arrange an online chat with the
Student Advisor using the virtual receptionist at:
www.thestudentsunion.org.uk/advice
email: [email protected] to arrange an appointment or
why not visit the Advice Service section of the Students’ Union
website to see what other information and advice we can offer?
If you would like this document in an
alternative format please contact Trish Lee
On Tel:01524 526576 or
e-mail:[email protected]