The Procedure for Student Complaints and Academic Appeals has three stages. The process will be different depending on which stage your complaint is being considered under.
Stage One – Informal Resolution
We aim to resolve complaints quickly and locally by encouraging early resolution within the department that provides the service. This could mean an apology, an explanation if something has gone wrong, or immediate action to resolve a problem. Sometimes a matter will have to be referred to more than one member of staff to find the right answer, or receive approval for an outcome, but we will aim to keep you informed as we go along.
If you are not satisfied with the response we give at this stage, we will tell you what you can do next. The matter may need be escalated within the same department. If you choose to, you can take your complaint to Stage Two of the procedure.
Stage Two – Formal Investigation
Stage Two deals with complaints that have not been resolved at Stage One and those that are complex and require detailed investigation. Submissions should be made via email to A&C@london.ac.uk along with any supporting evidence. All submissions made to this inbox are treated confidentially.
- Acknowledge receipt within three working days and tell you who is dealing with your complaint
- Provide you with an outcome as soon as possible and normally within twenty working days.
If our investigation will take longer than twenty working days, we will tell you.
Stage Three – Complaints Resolution Panel
Stage Three is the review stage and looks at complaints that have not been resolved at Stage Two. Criteria for making a submission at Stage Three include that there is additional evidence which could not have reasonably been made available at Stage Two and/or because our policies and procedures were not followed in the handling of your original complaint.
Complaints under Stage Three should be submitted via email to firstname.lastname@example.org. We will:
- Acknowledge receipt of your complaint within three working days
- Refer to the Chair to determine whether the Panel should be convened in accordance with the criteria
- If appropriate, convene a meeting of the Complaints Resolution panel, consisting of a Chair, a Secretary, a staff member from the University of London unrelated to the complaint (but with experience and knowledge of the complaint area) and a student member
- Meet within twenty working days (excluding University holiday periods) of acceptance of the complaint at Stage Three
- Give you a full response of the decision within ten working days of the meeting of the Complaints Resolution Panel.
If the Panel will take longer than the agreed timescales, we will tell you.