Report

Quarterly complaints reporting: May – July 2025

Updated on 22 January 2026

 

  1. Number of complaints received

     

    Stage Number
    Stage 1 35
    Stage 2 5
    ACR 1
    Total 41

     

  2. Nature of complaint*

     

    Type of complaint Stage 1 Stage 2 ACR
    Admissions 5 2  
    Facilities and Equipment 1    
    Finance 6    
    Service Provision and Student Support 3 1  
    Staff Conduct 6    
    Student Accommodation      
    Teaching/Assessment 3 1 1
    University Policies, Procedures and Regulations 14 1  
    Other 1    

     

  3. Outcome

     

    Outcome Stage 1 Stage 2 ACR
    Upheld 3    
    Partially upheld 3    
    Not upheld 10    
    Resolved 4    
    Complaint withdrawn      
    Not taken forward under the CHP 12 5  
    Closed – No engagement with process 2    
    On hold – at request of complainant 1    

     

  4. Actions taken

 

You Said We did
Unclear information about council tax exemption for final year students Ensure communication around council tax exemption and student status are made clearer
Fee information in admission letters unclear Change wording in admissions letters regarding fee status to match with wording on website
Was not informed of criteria for course prior to accepting offer Ensure our agents carry out additional checks so that all applicants meet the specified criteria for each course. No offer should be given if applicant does not meet the published criteria
Unfair treatment of students turning up late to class Look to provide updated guidance to staff on dealing with the late arrival of students at class

 

*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