PLEASE NOTE – there is a difference between a Complaint and an Academic Appeal. Typically, a Complaint might relate to some aspect of how your course is running, an issue concerning a specific member of staff, or a specific University resource. An Academic Appeal would more typically relate to a matter concerning the assessment of your work.
This section provides information on student complaints, please see the section concerning Academic Appeals if appropriate.
The University wants every student to have a positive and successful academic and social experience whilst they are studying. However the University is a large and complex organisation and sometimes things can go wrong. If that does happen it is always best if the matter can be resolved locally and informally by discussing the matter in a mature fashion with the staff within your programme. These are staff attached directly to your course and for the most part will be best placed to help to resolve the matter quickly and effectively.
Should you find you are not able to resolve the matter in this way, you should arrange to meet with your Subject Group Leader should this not be effective. If, having first tried all of the above, it has still not been possible to resolve your concern, then the University has formal complaint procedure that you may use, as a last resort.
For COMPLAINTS, please follow the stages below:
This handbook only gives you the most basic information, if you are wishing to make a formal complaint you are advised to read the relevant UH policies (UPRs AS12 Appendix 1, AS14 Appendix III, SA13 and SA05) available at http://www.herts.ac.uk/about-us/corporate-governance/uprs.cfm.