SA 03 Student Complaint – Appendix 2 3
(iii) actions in relation to the outcome of the complaint and in these circumstances the parties
concerned will be informed of such disclosure;
(iv) Where staff/faculty are invited to attend a face-to-face meeting as part of a complaint
investigation, they shall be entitled to be accompanied in accordance with provision set out
within this Procedure;
(v) Staff acting as investigators for complaints can expect co-operation in a polite, courteous
and prompt manner from colleagues from whom information relating to the complaint is
Reporting and recording of complaints
a) Where a complaint is upheld and action is required, a record of the action taken shall be kept with
the complaint documentation. Where recommendations for changes to policies or procedures are
made as the result of a complaint, a record of consideration of those recommendations and any
action taken shall be kept with the complaint documentation. Heads of academic departments, and
non-academic departments will monitor complaints which have been referred to them and will be
responsible for implementing, or recommending to the appropriate authority, changes to systems
or procedures suggested by the nature and pattern of the complaints received. The outcome of such
monitoring may also be used to inform other processes or activities.
Complaints Procedure: General Principles
a) Anonymous complaints will not be dealt with under this Procedure. If a member of staff receives an
anonymous complaint, they will be expected to seek advice from their line manager as to how the
complaint should be dealt with.
b) Where a complaint is made by a group of students, one student should be clearly nominated as the
main point of contact for those handling the complaint. Findings and decisions should, however, be
provided to each member of the group of students.
c) Formal complaints should be submitted using the designated complaint submission form. Where a
complaint is submitted without the designated form being completed or not completed in full, the
College reserves the right not to consider the complaint until the designated form has been properly
completed and submitted.
d) Students are expected to provide at the time of submission of their complaint, all relevant
documentation or other evidence and details of all issues which they wish to be taken into
consideration. Where this is not possible for good reason, students are expected to indicate what
documentation or evidence is to follow. The person receiving the complaint (‘the administrator’)
shall be entitled to impose a reasonable deadline by which this further information should be
provided by the student. The timeline for consideration of the complaint will be halted whilst the
provision of further information is anticipated. Unless there proves to be good reason why the
student cannot then meet that deadline, the administrator may then proceed to consider the
complaint once that deadline has passed, even if the further information has not been provided.
e) Where the investigator believes that there is additional information which the student has not
provided which is pertinent to the consideration of the complaint and which cannot readily be
gathered from other sources, they may request that the student submits it and set a reasonable