The academic complaints procedure has three stages:

• an informal stage 
• Stage One, in which a Faculty Academic and Complaints Panel (FACP) considers the complaint 
• Stage Two, if there has been a procedural irregularity in consideration of a Stage One complaint. 

A Stage Two complaint will initially be considered by the Academic Registrar, or their nominee. 

Before starting the academic complaint process, you should try and resolve the matter informally. For example, speak to your advisor, supervisor, lecturer, module organiser, Course Director or Head of School.

To start a complaint you need to complete a Stage One academic complaint form on myUEA.

A Stage One Academic Complaint must be submitted within 15 working days from the date on which any attempt to resolve the matter informally is concluded. This could include things like the final email with someone from your School about an informal resolution, or a recommendation from someone that there is no further informal action available and that you should pursue an Academic Complaint. 

Once the form is submitted, the Head of School or their nominee/deputy will be made aware of the content of the complaint and will consider if it can be informally resolved. If it cannot a FACP will then consider the complaint.  

The FACP meeting should be within 20 days from the date you submitted your complaint. Please note: the timeline for PGR student FACP meetings is within 30 working days from the date that the complaint is submitted, as these are arranged as and when required. 

You will usually be informed of the outcome of your complaint within 10 working days of the FACP meeting, or you will be told that more time is needed to consider your complaint. 

If your complaint is upheld the letter will also say what action will be taken to remedy it. The remedy will be individual to your particular complaint. In some cases, FACPs can agree to make compensatory payments for upheld complaints. 

If you are not happy with either the decision made or how the FACP with remedy the complaint you may be able to make a Stage Two complaint if there has been a procedural irregularity at Stage One.

When writing your complaint and submitting it using the Academic Appeals and Complaints form, you will be asked to explain what your concerns relate to, the details of your complaint and what you would like done about it. You will also be asked to provide a longer complaint statement, which gives you the opportunity to give clear information, evidence and timelines. 

You will be asked to upload any supporting evidence that shows the circumstances of your experience. There will also be the option to include supporting evidence about a third party (along with their permission to share) - if you are not submitting evidence about another person, upload a short document confirming that you have nothing to submit for that section

Your complaint should be specific, factual and professional. You should avoid emotional language or long explanations - focus on specific events or issues, and explain what has happened using a clear timeline. Explain any personal impact the situation has had on you without using exaggeration. 

Writing a statement:

• Start with a clear title, briefly explaining what you're complaining about
• Provide a description of what happened, including relevant dates, locations and people involved
• Explain how the issue has impacted you personally or academically
• Outline what action you would like the University to take

Example:

I am writing to formally express my concerns and complain about [issue] in [University department or Service].

On [date], I experienced [describe what happened]. This resulted in [impact].

This situation has affected my [academic progress, wellbeing, ability to complete assignments or other relevant impact]. 

I am submitting this complaint on the grounds of [insert grounds for complaint].

I have already taken the following steps to try to resolve the issue informally [describe what you have already done].

I would appreciate it if [desired outcome] could be considered to help resolve this matter fairly and appropriately.

A FACP will uphold a complaint if any of the following are found: 

• correct procedure was not followed 
• you experienced prejudice and/or bias 
• significant changes were made to a course which were not properly considered or communicated 
• the teaching, supervision or research training you received was insufficient  
• natural justice dictates that the complaint be upheld  
• the learning support provided was unsatisfactory or inappropriate

Outcomes to academic complaints will vary depending on your particular situation so it is difficult to provide general advice in this area. 

However, if you are able to demonstrate that your learning has been detrimentally impacted because of something UEA has or hasn’t done and which it can be reasonably assumed they should have within their control, you should receive an appropriate outcome. 

Be careful going into making a formal complaint with the expectation that financial compensation is a likely outcome. The only way this would be possible would be to show that you have not received the education UEA advertised and that this was due to something within their control, and for UEA to accept this is the case. 

Where something impacts the delivery outside of the University's control (like COVID-19) it would be considered reasonable for UEA to alter the delivery of your education as long as it still meets advertised learning outcomes, in an appropriate way. 

A Stage Two complaint may be made if there has been a ’procedural irregularity’ at Stage One. This includes cases where: 

• not all of the evidence has been weighed in the consideration of a complaint, or 
• factual data has been misinterpreted

Details of where to submit your complaint can be found on the Stage Two form. The Academic Registrar or their nominee will check whether the complaint rests on a claim of procedural irregularity and either accept or reject your complaint. This should be confirmed within 5 working days. If your complaint is accepted for investigation, you will be told of the outcome of your Stage Two complaint within 20 working days, 

If the Stage Two complaint is upheld the case shall be referred to the next FACP for consideration and shall be treated as though it is a Stage One complaint. 

If it is rejected this decision will also be reviewed by the relevant Associate Pro-Vice Chancellor. If the rejection is confirmed, there is no further right of complaint within the university 

In some cases, you may be able to make a complaint to the Office of Independent Adjudicators (OIA) if you do not meet the grounds for a Stage Two complaint.