Student Complaints Procedure

The universities complaints procedure

https://myuni.swansea.ac.uk/academic-life/academic-regulations/conduct-and-complaints/complaints-procedure/

Complaints are usually made when you feel something regarding the teaching, supervision, course or staff conduct has affected you or your academic performance. They need to be submitted within 3 months of the incident or matter they are making the complaint about. 

There are two stages of complaints, informal and formal complaints.  

Like appeals, complaints cannot be based on discontent with academic marks or degree classifications given, as the university do not consider any matters which question academic judgement.

Stage 1: Informal Complaint

Because complaints are so individual to each case, there is not a set way these should be done. But we would recommend that they should at least cover:

• A timeline of events, explaining what happened/went wrong in the order they occurred. Dates and specifics are important here. 
• Why you are unhappy with what has occurred.
• Steps you have taken, if any, to resolve the matter.
• The desired outcome as a result of the complaint.

Informal complaints are usually processed internally by the faculty, and is often the quickest and easiest way to get a resolution. 

Stage 2: Formal Complaint

Formal stage 2 complaints should now be done in the following form Complaints Form. A stage two complaint is appropriate when a student is unhappy with the outcome of their informal complaint, if they have not received a response within a reasonable timeframe, or if an informal complaint would not be appropriate. The complaint should still contain everything listed above for informal complaints, but can also mention why the you are  unhappy with the informal complaint procedure.

We would recommend coming to us at the Advice Centre with any questions you may have. We will discuss any of these with you, we can also read through your complaint to provide feedback and suggestions of any edits required.