Complaints
These are subject to the University’s detailed regulations. It is important to understand the distinction between an academic appeal, and a complaint, an appeal is a challenge to an academic decision, whereas a complaint can be made about any subject other than an academic decision and can be against any university department, faculty or even fellow student. Complaints are governed by detailed regulations for the Investigation and Determination of Complaints, and can be found at the below link:
www.hull.ac.uk/adminstration/quality/studentinfo/studentcomplaints
The University is committed to handling any student complaint in a way which...
- Encourages informal resolution
- Is fair and efficient
- Treats complainants with appropriate seriousness and sympathy
- Is as speedy as is consistent with a fair and thorough investigation
- Allows the University, or any part of it, to benefit from investigation. and defines these as ‘a specific concern on the part of a student about the provision of education or other service by the University,' eg..
- Inaccurate or misleading information about programmes of study
- Inadequate teaching or supervision
- Insufficient academic facilities
- Service not provided to standard advertised
- The behaviour of a member of staff
- The behaviour of another student.
How to make a Complaint
1. Initially you are encouraged to raise matters less formally with the department concerned and should be done within one month of the complaint arising. If you are unsatisfied with the outcome of these negotiations you must then write to your Head of Department within three months of the date on which the event occurred which gave rise to the complaint, or of the date on which you could reasonably be expected to have known about the matter.
2. Your letter should be addressed to the Head of the Department (whether academic or non academic department) responsible for the matter in question, setting out your reasons, any relevant supporting evidence and indicating the outcome you desire. (There is no form for this purpose).
3. If the matter cannot be resolved informally, and you have written a formal letter of complaint, the Head of the Department complained of is responsible (in person or through someone of his/her choosing) making a formal report within one month of receiving the complaint. This report must set out the evidence collected, the Head of Department’s conclusions, including whether or not s/he upholds the complaint, and any recommendations or remedies s/he deems appropriate.
4. If you are dissatisfied with the outcome of this complaint you have the right to take the matter further by writing to the University Complaints Investigation Officer within 21 days of receiving the Head of Department’s report. You must include a copy of the report, state the reasons why you are not satisfied, and what outcome you desire. This form is available online at the below link: www.hull.ac.uk/adminstration/quality/studentinfo/studentcomplaints CIO will then produce a report within one month of receiving your complaint, copied to the relevant department setting out the CIO’s conclusions, whether the complaint is upheld and any remedies or further actions to be taken. Note: that if you have not received the report from the Head of Department within the one month required and s/he has not informed you of the need to extend that date, and the reasons for so extending it, you are entitled to make your complaint to the CIO. The CIO will then pursue the matter with the Department concerned.
5. The final tier for complaints investigation within the University lies with the Complaints Adjudication Panel. If you are not satisfied with the determination by the CIO you have the right to have the matter heard by a Panel, provided that you make such a request in writing within 21 days of receiving the CIO’s report, again setting out the reasons why you are dissatisfied. The CIO is also empowered to refer any case to a Panel if this is deemed the best way of resolving the complaint.
A Complaints Adjudication Panel will comprise three members:
• A senior member of academic staff
• A senior member of administrative staff
• An elected Students’ Union sabbatical officer
Both ‘parties’ are entitled to be heard by the Panel, and you would be permitted to be accompanied by a person of your choosing. The Panel would be empowered to uphold or reject the complaint, and order such action as it deems appropriate whether relating to financial compensation, requiring a decision about your academic progress to be remade, consideration of disciplinary action or a combination of these. Such a decision is final, although the University is subject to the jurisdiction of the OIA (see below).
6. (if required)The University is a member of the Office of the Independent Adjudicator Scheme which was established under the Education Act 2004 to provide independent complaints handling in higher education. The scheme requires that any complaint from a student is first considered by the University's internal complaints procedures which can be found above. Where those procedures have been exhausted the University will provide you with a 'Completion of Procedures Letter' and provide you with information about the OIA and a 'Scheme Application Form'. Further information about the OIA scheme can be obtained from the OIA itself at www.oiahe.org.uk, from the Students' Union Advice Centre and from the University Quality Office.
Treatment of Complainants
The University takes complaints very seriously, and the Regulations provide that you cannot be put at risk of disadvantage or discrimination as a result of making a complaint under these regulations provided the complaint has been made in good faith. The University Policy on Harrassment applies in this respect. However, a complaint which is vexatious or malicious, for example made knowing it not to be true or made as a means of wasting people’s time, or which is basically the same as a previous complaint could result in disciplinary action under the University Code of Discipline as well as being rejected.
All staff involved in a complaint are required to respect the confidentiality of information and documents generated in, or as a result of, the complaint and not to disclose such information to people not concerned with the matters in question. A person who does so disclose could face disciplinary action.
Monitoring of Complaints
While the University seeks to take individual cases very seriously it is also concerned to learn from complaints more generally, and as such is required to monitor complaints at both the departmental and CIO level, to make recommendations or review procedures in the light of complaints received, which may relate to other areas of the University.
Further Help
Further information and guidance on the university complaints procedures are available from the University Quality Office at www.hull.ac.uk/adminstration/quality or on 01482 466704.
The Advice Centre can provide advice and support to students wishing to proceed with such an application. We are open for drop-in Monday, Tuesday, Thursday and Fridays 11-3pm or by appointment only outside these times. Please call 01482 466263, or email huu-advice-centre@hull.ac.uk for more help.
