How to make a complaint - Once you're here - University of Derby

How to make a complaint about halls

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If you feel that an aspect of the service at halls is unsatisfactory and should be looked into, please raise your concerns as soon as possible with your Hall Manager or the Customer Services Manager based at the Student Housing Centre on Nuns Street. If you are directing your complaint to the Customer Services Manager by email please send the details to hallscustomerservice@derby.ac.uk .

You can also complete a Complaint Form which you’ll find in your Welcome Pack or you can ask your Hall Manager for a form if you need to. Complaints should be raised within three months of the issue occurring.

This is the simplest and most effective way to resolve an issue. If you’ve done this and it’s not been resolved, you can raise a formal complaint through the following process.

Formal complaint

Complete an online Complaint Form.  You can do this by going on Udo and clicking on the complaints link. This will be sent to the University, who will appoint an investigator. You will normally be asked to meet with the investigator and you should receive a written response within 20 working days unless you’re advised otherwise.

Complaint review

If you’re not satisfied with the response you receive you can ask for the matter to be reviewed by the Pro Vice-Chancellor. This can also be done on the online form. You need to tell the University clearly why you’re dissatisfied and you will be asked to provide further information or evidence.

For more guidance on when and how to use the complaints procedure contact the Central Student Complaints Administration Team. Information available at www.derby.ac.uk/complaints

Taking your complaint further

If the University can’t resolve your complaint to your satisfaction, the Office of the Independent Adjudicator provides an independent scheme for the review of student complaints. You need to submit your complaint to them within twelve months of completing the full university complaints procedure as outlined here.

Further information is available from the OIA: www.oiahe.org.uk or OIA, Second Floor, Abbey Gate, 57-75 Kings Road, Reading, RG1 3AB