Making A Complaint
When something goes wrong at university, it may be appropriate to make a complaint. You can read the University’s Student Complaints Procedure here.
This procedure can address things like:
- Problems with your course or academic facilities
- Issues with a University service (such as accommodation, support services and so on)
- Disputes with University staff
- Complaints about another student due to harassment, bullying or other misconduct
- Anything else about your student experience that you are dissatisfied with
Please note: Some issues might be best dealt with via other procedures such as an appeal or the admissions policies – get in touch with LUU Advice if you are not sure which process to follow.
When you make a complaint, you need to:
- Explain what has gone wrong
- Outline what you have done to try and resolve things so far, and why you remain dissatisfied
- Provide supporting evidence for your arguments
- Describe your desired outcome (for example, a change to be made, compensation, and so on)
You normally have 12 months to make a complaint if you are a registered student, or 3 months after you have graduated or otherwise left the University. Student Cases will sometimes look at complaints past that point but is best to submit sooner rather than later so that the case can be more easily investigated.
Case Creator
Student Cases have a ‘case creator’ tool which students can use to check if they have an eligible complaint – this does not tell you if your complaint will be successful, as this depends on the details of the case. It guides you through a set of questions to determine if you have followed the relevant steps of the procedure so far, and whether your situation meets the grounds for a formal complaint. Examples of the types of questions and useful supporting evidence can be found on their website underneath the case creator.
If you want support from LUU Advice before submitting with the case creator tool, we can review a draft of your statement, alongside your desired outcome and any evidence you plan to submit. Email us at advice@luu.ac.uk. As well as helping you determine if you have a case, we can help you to make it as strong as possible before submission.