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uea(su) Complaints

Read the uea(su) Code of Conduct and what’s expected from all student members and learn how to submit a complaint.

Filing complaints about uea(su)

At UEA Students' Union, we understand that sometimes concerns arise, and we're here to support you through the process of addressing them. Whether it's about the services we provide, the conduct of our staff, or the behaviour of other members, your feedback matters.

Types of uea(su) complaints Make a complaint Download code of conduct

Code of Conduct

All students are members of the union, and we expect all members to abide by our Code of Conduct.

The Code of Conduct sets out the procedures to be followed in the case of disciplinary action against an individual member. The code concerns the disciplinary rules and procedures that operate within the Union. The Union believes that rules and procedures are necessary for promoting orderly relations as well as fairness and consistency in the treatment of individuals.

Download code of conduct

Types of complaints we can look at

General complaints: Any feedback regarding the services and activities delivered by uea(su), including communications, advice, and venue experiences.  

Complaints about our staff: Instances where a member of our staff team's behaviour is perceived as unprofessional, inappropriate or contrary to our Code of Conduct.   

Complaints about other SU members: Instances where a member or group of members' behaviour during SU activities is perceived as inappropriate or contrary to our Code of Conduct. 

uea(su) can review complaints about other members if the alleged behaviours:

  • took place within our venues* 
  • took place at an SU run event either on or off campus (including club and society events) 
  • those involved were representing the Union at the time (Elected Officers, Club/Society Committee Members, Convenors etc.)

Types of complaints we are unable to look at

Interpersonal Issues: We are unable to get involved with personal issues you may have with other members unrelated to the activity of the SU. 

UEA Regulation 10: UEA holds jurisdiction of its students' behaviour, known as General Regulation 10. If your complaint relates to the behaviour of a student outside of specific Union activity, you can report this to the University via Report and Support.  

Please note: our complaint system cannot be used to complain about your experience at the University of East Anglia. If you're unhappy with an experience or decision made by UEA, advice(su) can provide information and support with making a complaint regarding Academic Complaints or Non-Academic Complaints.

 

How it works 

Submission

You can lodge your complaint through this online form and provide us with evidence (this could be photos, screenshots, or statements from someone who witnessed the allegation). Without evidence, it may not be possible to investigate your complaint.   

Acknowledgement

Expect a formal acknowledgement of your complaint within five working days. This acknowledgement will outline how we plan to manage your complaint.  

Investigation

We aim to begin all investigations within five working days and conclude within a reasonable timeframe, though this may extend if circumstances beyond our control arise. We'll keep you informed of any progress.  

Outcome

You'll receive a detailed outcome letter, including the information considered, actions taken, and details of the appeal process. 

Who looks at the complaint?

General Complaints

These are triaged by our su complaints team before being delegated to the relevant departmental lead for investigation and resolution.  

Staff Complaints

Handled by our HR Team, or in cases involving the CEO, an external trustee.  

Complaints about Other Members

Handled by a manager within UEA(SU), overseen by a member of the trustee board. 

Your rights and support

Confidentiality

We prioritize your privacy and will handle your complaint with discretion. However, please note that GDPR regulations may limit the information we can share.  

Transparency

We believe in keeping you informed throughout the process, and providing important updates on the status of your complaint and its resolution.  

Advice

If you would like advice regarding your rights and support, please contact the Advice Team who will be able to provide you with guidance.  

Bye-laws

You can read the bye-laws and our code of conduct for more information.  

Please be aware there has been an amendment to the Code of Conduct process which is outlined here. 

Get in Touch

Your feedback helps us improve our services and maintain a respectful community. If you have any questions about the complaints process or need assistance, don't hesitate to contact us at su.complaints@uea.ac.uk. Thank you for helping us create a better SU experience for everyone.