If what you want to make a complaint about cannot be resolved informally, you'll then need to enter the Stage 1 appeal process by completing this complaint form.
The complaint form asks what your concerns relate to and what outcome you are appealing. For help with writing your appeal, see our info sheet “Writing an effective statement”.
Once completed, you should submit your complaint form and supporting evidence to your Hub. 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 the FACP will then consider the complaint.
Each faculty has its own FACP (there is one for students on UG and PGT taught courses and one for students on PGR programmes such as MPhils and PhDs).
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. 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.