Complaints

The University has a Student Complaints procedure for students who are not satisfied with the service that that the University has provided.

You can make a complaint if:

  • You are enrolled on a course at the University
  • If you have recently left the University, you must make your complaint within one month of leaving.

You can make an individual complaint about something which directly affects your interests. Alternatively, you can be part of a group complaint if a number of students are affected. 

You must make your complaint within three months of the date the subject matter first affected you.

 

Stage 1: Early Resolution

Early Resolution is the informal first stage in the Student Complaints procedure.

Edge Hill staff will usually be able to deal with your complaint at departmental level, unless this is a group complaint.

If your complaint is about any aspect of your course direct it to one of the following:

  • Course Tutor
  • Module Leader
  • Programme Leader
  • Faculty Administration Manager


You can start your complaint by sending an e-mail to a member of staff stating you wish to make a complaint and asking to arrange an appointment to discuss it.

You should include an overview of your complaint in the body of your e-mail or as an attachment. It helps staff to deal with your complaint efficiently if you write the word ‘Complaint’ in the subject line of your e-mail.

 

Stage 2: Formal Investigation

If you are dissatisfied with the outcome of the Early Resolution, you can request a Formal Investigation into your complaint.

There is a time limit to request a Formal Investigation.

You must complete a Formal Investigation Complaint Form and ensure it reaches the university within 14 calendar days of the date we told you of the outcome of the Early Resolution Stage.

 

Stage 3: Review

If you are dissatisfied with the outcome of the Stage 2 Formal Investigation, you can request a review but only on certain grounds.

To request a review, you must complete the Review Request Form and you must state which grounds for review you think apply in your case.

You must make sure your request for a review reaches us within 14 calendar days of the date we advised you of the outcome of Stage 2.

The grounds for requesting a review are:

  • The investigation of the complaint was not conducted fairly
  • The investigation failed to take account of relevant material
  • New evidence has since come to light which, for valid reasons, you were unable to provide earlier in the complaints process and which would have materially affected the decision made at Stage 2
  • That the decision reached was wholly unreasonable

When you make your request for a review, you must explain why you think any or all of the grounds apply in your case.

 

Additional Resources

If you would like to speak to a student union adviser about a possible complaint, you can now book a 30 minute appointment online here or here.