Report
Quarterly complaints reporting: August - October 2025
Updated on 5 May 2026
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Number of complaints received
| Stage | Number |
|---|---|
| Stage 1 | 48 |
| Stage 2 | 10 |
| ACR | 1 |
| Total | 59 |
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Nature of complaint*
| Stage 1 | Stage 2 | ACR | |
|---|---|---|---|
| Admissions/Fee Status | 14 | 4 | |
| Facilities and Equipment | 3 | 1 | |
| Finance | 8 | 1 | |
| Service Provision and Student Support | 9 | 1 | |
| Staff/Student Conduct | 6 | ||
| Student Accommodation | |||
| Teaching/Assessment | 8 | 1 | |
| University Policies, Procedures and Regulations | 6 | 3 | |
| Other | 2 |
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Outcome
| Stage 1 | Stage 2 | ACR | |
|---|---|---|---|
| Upheld | 2 | ||
| Partially upheld | 9 | 2 | |
| Not upheld | 14 | 1 | |
| Resolved | 4 | 1 | 1 |
| Complaint withdrawn | |||
| Not taken forward under the CHP | 18 | 6 | |
| Closed – no engagement with process | 1 |
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Actions taken
| You Said | We did |
|---|---|
| Lack of communication when a request was submitted fora pre-CAS deposit refund | Looked at improving communications regarding refund process |
| Disability adjustments not taken into account by tutors | All tutors in the teaching area were emailed and reminded to review disability adjustments for each of their respective modules and to discuss mitigations that are required |
*Note this may be higher than the total number of complaints as often more than one type of complaint was raised.