Complaints procedure

Complaints procedure

Queen Mary has a specific complaints procedure which is designed to allow you to follow a set out procedure to help you raise any concerns that you may have with either Academic or Non-Academic issues.

The procedure is broken up into 4 stages which starts with an informal complaint to the School or Service Department and carries forward to Formal complaint if the issue is not resolved at the informal stage.  If it is still not resolved it becomes a formal complaint at the Institution level and there is an appeal stage if this fails to resolve the issue.

The policy is driven by the principles of:

  • Transparency – it spells out who is responsible for dealing with your complaint at each stage of the process, and indicates what action you should take if you feel dissatisfied with the outcome;
  • Speed – there are target timescales set for each stage of the process. If for any reason it is not possible to meet the timescale, you will be informed of the reason for the delay;
  • Natural justice – the Policy follows the principles of natural justice, in that no person who has any direct interest in a complaint will be involved in deciding the outcome, and you will be guaranteed a fair hearing;
  • Confidentiality – your complaint will be dealt with confidentially, and only the person(s) responsible for dealing with the complaint, and those who are parties to it, will be informed;
  • Non-detriment – you will not be disadvantaged if you make a complaint in good faith;
  • Group action – if several of you have a problem, you can make a joint complaint;
  • A friend – you have the right to be accompanied by a friend when you make a complaint, or at any subsequent meeting to deal with the complaint.

 

If you feel that you have a legitimate complaint on an academic issue, there are a number of sources or help and advice available to you:

  • School of Mathematical Sciences – your academic adviser/ the Senior Tutor; the Student Support Officer
  • The Students’ Union, particularly the Vice-President (Education, Welfare & Representation)
  • The Advice & Counselling Service
  • Your Student/Staff Liaison Committee, particularly if the problem affects a number of students.

 

You can view the full Student Complaints Policy at http://www.arcs.qmul.ac.uk/policy_zone/academic/student_complaints_policy.pdf