Our complaint procedure has three stages:
Stage One – Frontline Resolution
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.
If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Stage Two of the complaints procedure.
Stage Two – Complaint Investigation
Stage Two deals with complaints that have not been resolved at Stage One and those that are complex and require detailed investigation. These complaints should be made via email sent to A&C@london.ac.uk along with any supporting evidence appropriate to your complaint.
When making a complaint at Stage Two of the complaint procedure we will:
- Acknowledge receipt of your complaint within three working days and tell you who is dealing with your complaint
- Give you a full response to the complaint as soon as possible and within twenty working days.
If our investigation will take longer than twenty working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
Stage Three – Complaints Resolution Panel
Stage Three will deal with a complaint that you feel has not been resolved at Stage Two of the complaint procedure, either because there is evidence which could not have reasonably been made available at Stage Two and/or because our policies and procedures were not followed by University of London staff in the handling of your original complaint. Complaints under Stage Three should be submitted via email to firstname.lastname@example.org. Only in very exceptional circumstances will the panel consider a complaint which has not been through Stages One and Two of the complaint procedure.
- When making a complaint at Stage Three of the complaint procedure we will:
- Acknowledge receipt of your complaint within three working days
- Decide if the complaint meets our criteria for convening the Complaints Resolution Panel
- If appropriate, convene a meeting of the Complaints Resolution panel, consisting of a Chair, a Secretary, an ad hoc member from the International Programmes unrelated to the complaint (but with experience and knowledge of the complaint area) and a student member
- Meet within twenty working days (excluding University vacation periods) of our 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. We will agree revised time limits with you and keep you updated on progress.