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Academic Complaints

Raise concerns about your course or academic experience with support from uea(su).

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Any student can make a complaint about their programme of study, the way their course is delivered, or the university’s academic facilities using the academic complaints procedure. This could include the quality of academic resources (e.g. the library, computer facilities or lecture theatres) or processes like placement support, academic adviser help or the fairness of marking practices in your School. 

Academic complaints cannot be used to contest academic results and outcomes – you can find out more about that process on our Academic appeals page.

Complaints about non-academic services such as catering, accommodation or careers are dealt with by a separate non-academic complaints procedure.

Stages of complaints 

The academic complaints procedure has three stages:

  • an informal stage 
  • Stage 1, in which a Faculty Academic and Complaints Panel (FACP) considers the complaint 
  • Stage 2, if there has been a procedural irregularity in consideration of a Stage 1 complaint. 

A Stage 2 complaint will initially be considered by a Director of University Services. 

Informal resolutions

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.

Making a complaint – Stage One 

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

You should explain what your concerns relate to, the details of your complaint and what you would like done about it. You should include any supporting evidence that shows the circumstances or your experience, and how it has impacted you. 

Once the form is submitted, the Head of School 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.  

You should receive an acknowledgement letter informing you of when your appeal will be considered by the FACP within 5 working days of submitting it. The FACP meeting should be within 20 days from the date you submitted your complaint. 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 2 complaint if there has been a procedural irregularity at Stage 1.

Grounds for a complaint 

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 communicated 
  • the teaching, supervision or research training you received was insufficient  
  • natural justice dictates that the complaint be upheld  
  • the learning support provided was

Possible outcomes 

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. 

Stage Two complaints 

A Stage 2 complaint may be made if there has been a ’procedural irregularity’ at Stage 1. This includes cases where: 

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

Before deciding whether to make a Stage 2 complaint, you can ask in writing for copies of all the evidence considered in reaching a decision on your stage 1 complaint. The 15-day time limit for making a stage 2 complaint does not start to run until you have received this evidence. 

Details of where to submit your complaint can be found on the Stage 2 form. The relevant Director of University Services will check whether there is evidence of procedural irregularity and either accept or reject your complaint. You will be told of the outcome of your Stage 2 complaint within 20 working days. 

If the stage 2 complaint is upheld the case shall be referred to the next FACP for consideration and shall be treated as though it is a Stage 1 complaint. 

If it is rejected this decision will be reviewed by one of the Academic Directors. 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 2 complaint.

Published: 06 Jun 2025 21:24 , Last updated: 06 Jun 2025 21:45
 

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