Complaints and Appeals

Complaints and Appeals

Sometimes things do go wrong. In most cases matters can be resolved quickly and informally at a local level. If you continue to be dissatisfied with the response then you can submit an academic appeal or a formal complaint. 

Complaints 

The Student Complaints Procedures are designed for students who wish to enter a complaint about any matter related to their experience here.

If students wish to complain about another student they should consult the Student Behaviour and Disciplinary Procedures and contact studentcasework@worc.ac.uk. 

Please be aware that if you have any urgent concerns regarding sexual harassment, harassment, stalking, discrimination or concerns about students on professional placement, please use the Report a Concern Portal. 

Advice on making a complaint:-

• Read the Student Complaints Procedures which explains the three stages to the process which are:
  • Informal Stage where you raise the issue within the relevant department,
  • Stage One where the Head of School or Department reviews the complaint, 
  • Stage Two where one of the Pro Vice Chancellors reviews the complaint.  
• Students must enter a complaint within three months of the event using the Formal Complaint Form and this can be sent to complaintsandappeals@worc.ac.uk. 

• Act early - don't let a grievance or complaint fester. Tackle the problem at source by speaking to the person directly responsible [informal resolution]. Take a friend with you or a member of staff from the Students Union [they must be a member of the University], if this helps.

• Be clear about what your complaint or grievance is really about, and what outcome you want to achieve.

• Write down your complaint and the desired outcome. If you are unsure about whether or how to proceed, contact the Student Casework Manager by emailing complaintsandappeals@worc.ac.uk. Or if you prefer, you can speak to the Welfare Adviser's at the Students' Union or to a Student Representative for help.  Please see information here.  

• Remember the University is committed to dealing with student complaints sympathetically. If you want to, you can act with other students to bring a group complaint.

• You may ask to keep the matter confidential, although this may restrict the help that University staff can give you. Unless there are exceptional considerations, any person who is the subject of a complaint has the right to be supplied with a copy of the complaint.

• In the event that you remain dissatisfied having concluded all of the internal mechanisms, you may be able to seek review from the Office of the Independent Adjudicator.

Please follow the links below for the formal complaint form and complaints procedure flowchart.  

Complaints Procedure Flowchart

Formal Complaint Form

 

Academic Appeals

If you wish to appeal a grade or other academic decision, you should follow the Student Academic Appeals Procedures.

Advice on making an academic appeal:-

•  The Appeals Procedures has three stages to the process which are:
  • Informal Stage where you raise the issue within the relevant department and have a tutorial to clear up any misunderstandings,
  • Stage One where the Academic Registrar reviews your appeal, 
  • Stage Two where one of the Pro Vice Chancellors reviews the appeal.  
•  Academic appeals will only be considered if they are entered within ten working days of the grade being confirmed by the Board of Examiners, and published on your SOLE page, using the Academic Appeals Form which can be sent to complaintsandappeals@worc.ac.uk.  

Academic Appeals Flowchart