Using the complaints procedure

Throughout the complaint process we will:

• take all complaints seriously
• treat you with respect at all times
• not treat you differently because you have made a complaint
• take an open and accessible approach
• be accountable and apologise if we are wrong
• be fair to all parties involved
• encourage local resolution in as many cases as possible.

The complaint procedure can be used by the following:

• an individual student (full or part-time on any programme of study)
• a group of students (in which case the group must nominate one person to be the spokesperson for the group, representing the group in all matters relating to the complaint)
• prospective students
• visitors to the University
• contractors working in the University
• employers and placement providers
• members of the public
• alumni
• staff - for example where the complaint relates to a service (eg car parking), but not personal grievances (which are covered by the grievance procedure)
• other organisations with which the University works.

Anyone wishing to make a complaint is strongly encouraged to do so personally. A complaint received from a third party (including a parent) will be considered only with the express written permission of the person who wants to be represented.

Students in partner institutions are expected to use the complaint procedure of their local institution in the first instance. They are however also free to pursue a complaint through Stage Three of the University's complaint procedure if the complaint remains unresolved through the local procedure and refers to an aspect over which UWE Bristol has jurisdiction and power to deliver a remedy.

Students on placement should use the complaint procedure of their placement provider if they have a complaint relating to aspects of the placement itself. They are however also free to pursue a complaint through the University complaint procedure if the complaint refers to an aspect over which UWE Bristol has jurisdiction (eg arrangements for the placement) and power to deliver a remedy.

Complaints require investigation to enable resolution. Where a complaint is made anonymously, it will not be possible to undertake such an investigation. For practical reasons, no action will normally be taken in the event of a complaint made anonymously. However, the University may choose to regard the complaint as feedback.