We aim to continuously improve the quality of service we provide. If we've fallen below the standard that you expect, we'd like to know so that we can address the shortcoming. We'll always try to respond quickly and constructively to the points that you raise.
Making a complaint
A complaint arises when you feel that an aspect of your learning or a University service, facility or site is unsatisfactory and should be investigated.
We welcome the opportunity to address your concerns at the earliest opportunity and as such, it’s best if you try to speak to a relevant member of staff first. Experience shows that this is the simplest and most effective way to resolve an issue.
If you’ve done this and your issue has not been resolved, then you can submit a complaint.
The University has a set procedure for dealing with complaints, and they should be raised within 3 months of the issue occurring.
There are three stages in the University’s complaints procedure, and each must be completed before proceeding to the next.
Before making a complaint, we ask that you:
- Download and read the University's Complaints Procedure 17/18
- Take a look at the Complaints Checklist.
Tell a manager with responsibility for the relevant academic/service area. They may be able to deal with your complaint there and then. Alternatively, you can submit your complaint online, using one of the forms at the right hand side of this page. You should normally receive a response to your complaint within 10 working days.
The first step is to complete a complaint form, which can be found at the right hand side of this page. Your complaint will then be sent to the Dean or Head of Department for investigation. You will normally be asked to meet with the investigator, and you should normally receive a written response within 20 working days unless you're advised otherwise.
Complaint review stage
If you're not satisfied with the response at the formal stage, you may write to Student Complaints and Conduct to ask for the matter to be reviewed by a Deputy Vice-Chancellor. This can also be done using the complaint form at the right hand side of this page, and should be done within 10 working days of receiving the formal response. You need to tell us clearly why you're dissatisfied, and we may ask you to provide further information before proceeding with the complaint review.
Taking your complaint further
If we can't resolve your complaint, the Office of the Independent Adjudicator (OIA) provides an independent scheme for the review of student complaints. On completion of internal procedures the University will provide you with a 'Completion of Procedures Letter' which you'll need to forward to the OIA with a scheme application form. Applications must be made within twelve months of completion of internal procedures.
Further information is available from the OIA:
OIA, Second Floor, Abbey Gate, 57-75 Kings Road, Reading RG1 3AB.