If you are not happy with the response
If you have complained under the formal Student Complaints Procedure and you are not satisfied with the outcome, it can be reviewed further by the Deputy-Vice Chancellor: Student Education. This is sometimes referred to as a ‘DVC appeal’. You must do this within 20 working days of the response from the Complaints Office.
A DVC appeal must meet one of the following grounds:
a) the procedure for handling your complaint was deficient in a way which materially prejudiced your case;
(b) the emergence of new and relevant material that was not available at the time the complaint was first submitted;
(c) evidence that the judgement of the Complaints Officer was unreasonable in the light of the evidence supplied.
The DVC aims to reach a final decision within one month. This decision is the end of the University’s process, so you will be issued with a Completion of Procedures letter. If you are still not satisfied at this stage, you can ask for a review by the Office of the Independent Adjudicator (OIA). You can read our article on making a complaint to the OIA here.
If you have a University level complaint, please contact LUU Advice for help and we can advise you about your options.