We hope that you have a great time at UEA. However, sometimes things do go wrong and any student has the right to submit a complaint about the University. Different procedures apply to academic and non-academic matters. 

You can complain about any University non-academic service, for example, catering, car-parking, accommodation or Student Services.   

Academic services are covered by a separate Academic Complaints procedure to deal with academic facilities such as the library or computer facilities. 

The full University guidance about Non-Academic Complaints in on the UEA website.

If you are looking for information about how to report an incident of unacceptable behaviour by another student, member of staff or visitor to UEA, please visit Report&Support.

Informal resolution 

You are always encouraged to try to resolve your complaint informally before starting the formal procedure. This can be done by approaching the person(s) most directly involved, for example the Accommodation Office, Security or a manager.  

Trying to resolve your complaint informally will not prejudice your case if you choose to use the formal procedure later on.

Stage One 

If you have not been able to resolve your complaint informally, or you do not feel comfortable approaching those most directly involved, you can start the formal procedure. 

You should start this process within 20 days of hearing the outcome of your attempt to resolve the complaint informally, however you are told about this (e.g. phone, email or at a meeting). 

If you can't submit your form on time and have a good reason, you can still ask to have your complaint considered. Contact Student Services to ask. Your complaint will be considered if your reason is accepted. 

To start the formal complaint process, complete the Non Academic Complaints Form.

The form asks you to give details of your complaint and how you would like it resolved. If you have supporting evidence, include it with the form. The form and the evidence cannot be anonymous 

Your complaint should be considered by a Non-Academic Complaints Panel (NACP) within 20 days of submission and you should receive the NACP's decision within 10 working days of their meeting.