Complaints

If you think that the service you have received is unsatisfactory in some way and you want it to be investigated you can make a complaint. You will never be disadvantaged as a student by making a complaint.

The Student Complaints Procedure is available to all Bucks New University enrolled students. You have the right to complain to the University and to have your complaint taken seriously. All complaints will be treated as confidential.

A complaint may relate to your programme of study, a facility or service provided by the University or actions / lack of action by a member of University staff.

Examples of issues you can complain about include:

  • Failure by the University to meet obligations including those outlined in course / student handbooks or the Learning Partnership Agreement
  • Misleading or incorrect information in prospectuses or promotional material and other information provided by the University
  • Concerns about the delivery of a programme, teaching or administration
  • Poor quality of facilities, learning resources or services provided by the University
  • If you feel you have been bullied, harassed or discriminated against

You can’t complain about any of the following:

  • The process or results of the assessment of academic work - instead use the Academic Appeals Process.
  • Concern or dissatisfaction about a decision made under another regulation, such as academic misconduct, disciplinary or fitness to practise
  • Accusing another student of misconduct (not academic misconduct) – in that case the allegation will be dealt with under the Student Disciplinary Procedures.
  • If an employee of the University is accused of misconduct – in that case the allegation will be dealt with under the Employee Disciplinary Procedures.

Complaints should be accompanied by any relevant or appropriate evidence. Examples may include copies of emails, screenshots, reference to the specific area of a publication, or dates of meetings etc.

All current Bucks New University enrolled students can submit a complaint, either individually or as a group to make a collective complaint. For a collective complaint one member of the group must be identified as the main contact and each member of the group must submit their consent in writing.

Prospective students (i.e. applicants) should instead refer to the Admissions Policy and Procedures for complaints relating to the admissions service.

Students enrolled at a partner institution should refer to the procedures of that institution in the first place. Complaints which cannot be resolved locally and progress to the Formal Stage will be considered under the Student Complaints Procedure.

The complaints process has three stages:

  1. Informal complaint
  2. Formal complaint
  3. Request for review

You must attempt to resolve your complaint locally at the informal stage. Complaints will not be accepted directly to the formal stage. To register an informal complaint you should contact your Head of Academic Department, Course Leader or other senior member of staff in writing. You should provide full details of your complaint and include any relevant evidence. Your complaint will be investigated and you will receive an outcome in writing within 10 working days.

If there is no preliminary resolution or you remain dissatisfied with the outcome of the informal stages you have 10 days to submit a formal complaint in writing on a Notification of formal complaint form to the email address indicated on the form. If your complaint is admissible it will be referred to a Complaint Manager who will arrange for an investigation to be carried out. You will be kept informed at all stages of the investigation. You will receive a formal response which will include any recommendations for resolution and any areas for redress.

If you are not satisfied with the result of your formal complaint you can request a review of your case. The grounds for a review are limited and specified in the Student complaints procedure. Following this stage you have the right to take further action through the Office of the Independent Adjudicator (OIA).

For full information on each stage of the process please refer to the Student Complaints Procedure.

Before submitting your complaint
  • Speak to someone for advice and guidance. The Students’ Union Advice Centre will be able to advise you on the options available to you and can help you to frame your complaint.
  • Make sure you include all the relevant points in chronological order and ensure that your complaint is detailed and clear. This will make it easier for a subsequent investigation.
  • Be clear and realistic about the outcome you are looking for and whether it is possible for this to be delivered. It will be more difficult to address your complaint if you are unclear, or if you are asking for something that is not possible.
  • Anonymous complaints will not be accepted. All individuals named in a complaint will be made aware of the allegations, will have access to evidence submitted and will be given an opportunity to respond.

If the investigation concludes that there should be a remedy offered to address the problems raised in your complaint you will be offered ‘redresss’. Redress will fit the circumstances of your case and may include one or more of the following:

  • an apology
  • an opportunity to repeat the experience under better circumstances (not applicable to academic assessment process or results which constitute academic judgment)
  • the return of tuition fee, or proportion of fee, or other financial compensation
  • the provision of a change to the organisation or nature of the University’s service or facilities or regulations if found at fault
  • any other appropriate action such as counselling or other support.

Where a complaint is upheld about a named member of staff and finds clear evidence of bad practice, the matter will be referred to the Human Resources Directorate for further investigation to be undertaken by the University.