Complaints handling procedure (CHP)

Updated on 16 February 2023

Learn how and when to use the University complaints handling procedure, and how it is governed.

On this page

The CHP consists of five parts and was implemented on 1 February 2021:

  • Part 1: Introduction and overview
  • Part 2: When to use this procedure – guidance on identifying what is and what is not a complaint, handling complex or unusual complaint circumstances, the interaction of complaints and other processes, and what to do if the CHP does not apply
  • Part 3: The complaints handling process – guidance on handling a complaint through stages 1 and 2, and dealing with post-closure contact
  • Part 4: Governance – staff roles and responsibilities and guidance on recording, reporting, publicising and learning from complaints
  • Part 5: Guide for students – information for students and members of the public on how we handle complaints


Corporate information category Complaints