About the University of Leicester

Student Complaints Procedure

We want all students at the University of Leicester to have a positive experience. Your feedback helps us improve our courses, services and support for current and future students. Sometimes things may not go as expected. If you are unhappy about any aspect of your University experience, we encourage you to tell us as soon as possible. In many cases, concerns can be resolved quickly by speaking to the people or team involved.

If you want advice or support, please contact the Student union advice and support service where staff can advice and support you in raising your concerns.

If your concern cannot be resolved informally, or if you do not feel comfortable raising it informally, you can make a formal complaint. We will consider your complaint fairly, listen carefully to the issues you raise, and explain our decision and the reasons for it.

How the complaints process work

All student complaints are considered under Senate Regulation 12: Regulations Governing Student Complaints.

What is a complaint?

There are four main stages:

  1. Informal resolution
    We encourage you to raise concerns with the relevant department or service first, so that we can try to resolve the issue quickly.
    2.  
  2. Stage One – Formal Complaint
    If your concern has not been resolved through an informal approach, then you can submit a formal complaint. We will investigate the issues you have raised and provide a written outcome.
    3.  
  3. Stage Two – Internal Review of a Complaint
    If you believe that the Stage One decision did not properly address your concerns, you can ask us to review the outcome.
    4.  
  4. External Review - Office of the Independent Adjudicator (OIA)
    If you are not happy with the outcome of the University's internal complaints process, you can ask the OIA to review your complaint. We will explain how to do this when our internal process is complete.

Student Complaints Process

  1. Concern or complaint arises

    You have a concern about your experience at the University of Leicester.

  2. Try informal resolution

    Whenever possible, raise the issue with the relevant school or service so we can try to resolve it quickly. You can seek advice, e.g. from your personal tutor or the SU Advice Service.

  3. Submit a Stage One complaint

    If the matter is not resolved informally, you can submit a Stage One complaint. This should normally be submitted within 3 months of the matter arising (see guidance).

  4. Investigation and outcome

    Your complaint will be investigated by the University. We will write to you with our findings and any actions we will take. We normally aim to provide an outcome within 28 calendar days.

  5. Stage Two review

    If you remain dissatisfied you can request a Stage Two review within 28 days of the Stage One outcome letter.

  6. Stage Two outcome letter

    We will normally send you the Stage Two outcome within 28 days of receiving the Stage Two complaint. The review may dismiss the Stage Two complaint, resolve it with a remedy, or refer it to a Complaints Panel.

  7. Final University outcome

    We will send you a Completion of Procedure Letter. This marks the end of the University's internal complaints process.

  8. OIA review

    If you are still dissatisfied, you may ask the Office of the Independent Adjudicator (OIA) to review your complaint. This should normally be done within 12 months of receiving the Completion of Procedure Letter.

What You Can Expect From Us

We will:

  • Treat you fairly and respectfully
  • Consider all relevant information
  • Explain our decisions and reasons
  • Keep you informed about progress
  • Tell you about any further review options available

Working together

We want the complaints process to be constructive and effective for everyone involved. We ask students and staff to engage with the process respectfully and in good faith.We will not stop considering a complaint simply because a student is upset, persistent, strongly disagrees with our decision, or chooses to challenge the University's position.

However, in exceptional circumstances, where the way a complaint is being pursued significantly affects our ability to consider the issues fairly or efficiently, we may need to place reasonable limits on further correspondence or bring the complaints process to a close. If this happens, we will explain our reasons clearly.

Allied Procedures

Some concerns may be considered under alternative procedures:

Advice and Support

Student Conduct, Complaints and Resolution Team

Email: [email protected]
Telephone: +44 (0)116 252 2605

Students' Union Advice Service

Email: [email protected]
Telephone: +44 (0)116 223 1132

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