student complaints

If you wish to submit a formal complaint, please complete the complaints form.

If you require the form in an alternative format, or no longer have access to your university email, please download and complete the attached form and email this to casework@leedsbeckett.ac.uk.

The form prompts you to provide the information that we’ll need to be able to investigate your complaint, such as details of what the complaint is about; what you’ve done so far to try and resolve it; and what action you’d like the university to take.

As long as it is valid, your complaint will be referred to an Investigating Officer. These are senior members of university staff who have the authority to make a decision on your complaint. You will have an opportunity to discuss your complaint with the Investigating Officer.

The Casework Team will keep you informed of the progress of the investigation, and you can normally expect to receive an outcome within 30 working days. If there are any delays, you will be notified in advance.

At the end of the investigation, you will receive an outcome report detailing the Investigating Officer’s findings and whether your complaint is upheld, partly upheld, or not upheld. If upheld in full or partly upheld, the Investigating Officer will make a recommendation for the appropriate remedy.

If you have gone through the formal complaint stage and you’re not happy with the outcome, you can submit an appeal stage complaint. You will need to do this within 10 working days of receiving the formal stage outcome report.

• If you didn’t use the Students’ Union Advice Service at the complaint stage, you can still ask them to help you put your case together.
• If you meet the grounds for appeal (see section 2.5.3 of the complaints procedure ), your case will be referred to an Appeals Officer from another area of the University. This is so that your case is considered independently and by someone not connected to the original investigation. The Appeal stage is not a re-investigation.

The Appeal Officer will consider whether the original outcome was reasonable on basis of evidence available. You will have an opportunity to discuss your case with the Appeal Officer.

The Appeal is the final stage of the University’s complaint procedure. If it is upheld, the Appeal Officer will determine any action needed.

Whether your appeal is upheld or not, you will be issued with a Completion of Procedures letter informing you that the University part of the process is at an end.

What if I’m unhappy with the outcome of the appeal stage complaint?

If you’re not satisfied with the outcome of your appeal stage complaint, you can apply to the Office of the Independent Adjudicator (OIA) for Higher Education. The OIA was set up to enable students to have their complaints reviewed by a wholly independent body. More details are available on the OIA website: http://www.oiahe.org.uk

If you wish to submit your case to the OIA, you must do so within twelve months of receiving your Completion of Procedures letter. The OIA will only consider certain types of complaint so you should check their website to make sure that they will be able to consider your case.