Report

Quarterly complaints reporting: February - April 2025

Updated on 22 January 2026

 

  1. Number of complaints received

     

    Stage Number
    Stage 1 41
    Stage 2 6
    ACR 1
    Total 48

     

  2. Nature of complaint*

     

    Type of complaint Stage 1 Stage 2 ACR
    Admissions 3 1  
    Facilities and Equipment 1    
    Finance 4 1  
    Service Provision and Student Support 6 2  
    Staff Conduct 14 1  
    Student Accommodation 0    
    Teaching/Assessment 7 2 1
    University Policies, Procedures and Regulations 7 1  
    Other 1    

     

  3. Outcome

     

    Outcome Stage 1 Stage 2 ACR
    Upheld 7    
    Partially upheld 7 3  
    Not upheld 7    
    Resolved 7 2  
    Complaint withdrawn      
    Not taken forward under the CHP 12 1  
    Closed – No engagement with process 1    
    On hold – at request of complainant     1

     

  4. Actions taken

 

You Said We did
Issues regarding training of staff on disability awareness New modules being produced for staff dealing with students with disabilities
Delay in retrieving copies of former student transcript/degree certificate Reviewing process of retrieval of archived student files
Delay in responding to students Staff reminded of endeavouring to meet a 48 hour return response to emails/acknowledging receipt
Issues with teaching materials School to continue to review all teaching material on an annual basis

 

*Note this may be higher than the total number of complaints as often more than one type of complaint was raised.

From Academic and Corporate Governance
Corporate information category Complaints