Student complaints

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The Student Complaints Procedure provides a route to raise concerns where other opportunities or processes may not be appropriate.

The Student Casework team is responsible for managing student complaints and provide advice to staff and students on the procedure. The procedure gives the university an additional means through which it can identify and act on shortcomings in its services and practices.

The complaints process

Most complaints can usually be resolved quickly by speaking with members of staff providing the service you're not happy with. If you're not satisfied with the response or feel unable to resolve your complaint directly with the school or service, you may submit a formal complaint. You should do this within 10 working days of whatever prompted your complaint.

Issue	Refer to
Comments and suggestions on the content or quality of services	Academic advisor/course admin
Allegations of misconduct by other students	Student Code of Conduct
Concerns about progression and published marks	Academic Appeals process
Personal difficulties	Student Services or Students' Union Student Advice Service
"Whistleblowing" (public interest disclosure)	University's Whistleblowing Procedure
Complaints about the admissions process	Student Admissions
Third party complaints	Stakeholder Complaints Procedure

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 and any evidence you have, 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 an appropriate remedy. The aim of a remedy is to address any shortcomings that have been identified and to put you back in the position you would have been had the issue complained about not arisen.

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.

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.

Get support from our university

Leeds Beckett Students’ Union (LBSU) Advice Service is a confidential, non-judgemental service run by professional caseworkers. The service is independent from the university and offers advice on a wide variety of topics that might affect you during your time at university. These include all aspects of the university regulations and procedures, and they can also support with questions around finance and housing. They can also provide support with complaints and academic appeals.

Students' Union advice

The Student Wellbeing team offer a free and confidential advice and support to all current Leeds Beckett students on lots of issues relating to your mental health and wellbeing. They can signpost you to other helpful support services and resources, and help you manage any difficulties you are experiencing.

Student wellbeing

If you are an international student, the Student Immigration Advice & Compliance team can provide support for you during your studies at Leeds Beckett, offering specialist advice on topics such as your visa status and visa extension queries.

International students

Support. Report. Respect allows you to disclose or report behaviours or incident(s) of harassment, discrimination, abuse, violence or hate of any kind. You can make a report anonymously or speak with a trained advisor to discuss your experience.

Support Report Respect

Student Money offer specialist advice to students about student funding, benefit entitlement and budgeting.

Money advice

Students' Union advice

Student wellbeing

International students

Support Report Respect

Student Money offer specialist advice to students about student funding, benefit entitlement and budgeting.

Money advice

The complaints procedure is for current registered students at the university who wish to formally raise a concern about an act or omission of the university that has caused them disadvantage. We can consider complaints submitted by former students, but these must be submitted within two calendar months of their leaving the university.

If a group of students wish to make a collective complaint, each member must provide their written consent to participate in the process. The group should nominate one or two individuals to speak on its behalf. If the complaint is referred for investigation at the formal stage, each student will have an opportunity to discuss their case with the investigating officer.

We are unable to discuss or process a complaint that is submitted by a parent or other third party unless we receive written consent from the student to speak with you on their behalf.

Most complaints can usually be resolved quickly by speaking with members of staff providing the service you're not happy with.

If you're not satisfied with the response or feel unable to resolve your complaint directly with that school or service, you can submit a formal complaint by completing the complaint form. You need to do this within 15 working days of whatever prompted your complaint.

It is important that you include all relevant information and evidence that relates to your complaint. If you have any difficulty accessing the online form, or require it in an alternative format, please contact casework@leedsbeckett.ac.uk.

You may find it helpful to discuss your concerns informally in the first instance, with members of staff providing the service you're not happy with. Issues are often resolved quickly by raising them with those involved and avoiding going through the formal process.

The Student Casework team will be able to offer you advice on the complaint's procedure, but they will not be able to help you fill out your form.

Students are strongly advised to speak to an advisor at the Students' Union Advice Service before submitting a complaint. The Students' Union is independent from the university and can offer impartial advice on the procedure. They can review drafts of complaint submission but they will not be able to help you fill out your form. If you want advice from them it is advised that wherever possible you contact them at the earliest opportunity. You can contact them via their Contact LBSU Advice Form.