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The University is introducing a key update to our Student Complaints process as part of our ongoing efforts to enhance the student experience and maintain the highest standards across the University.

What’s changing? 

Beginning in the 2024/25 academic year, all staff will be required to complete a brief web form whenever they respond to a Level 1 informal complaint from a student. This streamlined process will ensure that we capture all complaints data centrally, enabling all departments to identify patterns, address recurring issues, and enhance our overall approach to student support. This will still be in line with our existing Student Complaints Procedure.  

Why the change? 

Following a recent audit by external reviewers, it has been recommended that we adopt a more consistent method for recording and responding to Level 1 student complaints. By centralising complaint information, we can respond more effectively and align our practices with best standards across the Higher Education landscape. 

Next steps 

In the coming weeks, we will be providing further details to identified Points of Contact in each department, who will be invited to training run by our Student Complaints Team. The Point of Contact will then be required to disseminate this information about this new simple process to wider colleagues in their respective service areas.