The Complaints Handling Procedure (CHP)

Our CHP was revised in February 2021 and now consists of four parts and a guidance document. 


The guidance document contains all the information you will need to make a complaint

Part 5: Guide for students (this should also be consulted by anyone wishing to make a complaint about their dissatisfaction with our services)


The other documents are:

Part 1: Introduction and overview

Part 2: When to use this procedure

Part 3: The complaints handling process

Part 4: Governance

Who can complain?

Anyone who receives, requests or is directly affected by our services can make a complaint to us.  This includes the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate or adviser).  If you are making a complaint on someone else’s behalf, you will normally need their written consent.  

How do I complain?

It is preferable to raise your complaint via our online complaints form.  However, we will accept complaints in person at any of our offices, by phone, in writing, by email.

Guidance has been produced on How to submit a complaint and write a good complaint letter.

It is easier for us to resolve complaints if you make them quickly and directly to the service concerned.  Where possible, your concerns should be raised with the relevant staff member, tutor, university representative or school office.  Then they can try to address the issue.  A list of Complaints Handlers within each School/Directorate is available if you are unsure who to raise your complaint with.

When complaining, please tell us:

  • your full name and contact details
  • as much as you can about the complaint
  • what has gone wrong; and
  • what outcome you are seeking.

If you are unsure who to raise your complaint with, please write to

Time to raise a complaint

Normally, you must make your complaint within six months of:

  • the event you want to complain about; or
  • finding out that you have a reason to complain.

 In exceptional circumstances, we may be able to accept a complaint after the time limit.  If you feel that the time limit should not apply to your complaint, please tell us why.

Expected behaviours

We expect all staff to behave in a professional manner and treat complainants with courtesy, respect and dignity.  We also ask those bringing a complaint to treat our staff with respect.  We ask complainants to engage actively with the complaint handling process by: 

  • telling us their key issues of concern and organising any supporting information they want to give us (we understand that some people will require support to do this)
  • working with us to agree the key points of complaint when an investigation is required; and
  • responding to reasonable requests for information.

We recognise that people may act out of character in times of trouble or distress.  Sometimes a health condition or a disability can affect how a person expresses themselves.  The circumstances leading to a complaint may also result in the complainant acting in an unacceptable way. 

We have guidance in place for when these standards are not met which is our Unacceptable and Vexatious Behaviour Guidance.