Complaints Procedure
We value your feedback and encourage you to make suggestions and comments about our services
through the feedback section of our website, in the comments box in the Learning Grid, or in person
to our Information Advisers on the Help Desk.
The following procedure is intended to address formal complaints and should be used if you wish to
claim that:
the service delivered to you by the Centre for Student Careers & Skills is unsatisfactory;
a member of staff responsible for delivering the service did not act appropriately;
a Student Careers & Skills policy is wrong or unfair.
The Complaints Procedure
There are four stages:
Stage 1 – verbal complaints
The staff member responsible, or if appropriate the manager of the relevant service, will deal with
verbal complaints and wherever possible will put things right immediately. If it is not possible to
investigate the complaint and provide a response within 5 working days, you will be asked to put the
complaint in writing and it will be handled under stage 2 below.
Stage 2 – written complaints
If you are not satisfied after Stage 1 or if you wish to complain in writing, you should address your
complaint to the Head of Operations and Information and submit it using the link from the Student
Careers & Skills website - Complaints form
Alternatively, you can send your written complaint:
by email to careers@warwick.ac.uk; or
by post to: Centre for Student Careers and Skills, University of Warwick, Coventry CV4 8UW
The Head of Operations and Information will ensure that your complaint is handled appropriately
and will ask the appropriate service manager to investigate the complaint and provide you with a
written response. Receipt of your complaint will be acknowledged in writing within 5 working days.
The complaint will be investigated and you will be provided with a written response as soon as
possible. The response will describe the results of the investigation and the proposed action to be
taken. The manager investigating the complaint will keep you informed of progress on a fortnightly
basis, if it is not possible to provide you with a full response within two weeks of receipt of your
complaint.
Stage 3 – appeal to the Centre Director
If you are not satisfied with the way in which your complaint has been handled you should write to
the Director of Student Careers and Skills, University of Warwick, Coventry CV4 8UW. The Director
will acknowledge receipt of your complaint in writing within 5 working days and will provide you with
a written response to your complaint as soon as possible. The Director will keep you informed of
progress on a fortnightly basis, if it is not possible to provide you with a full response within two
weeks of receipt of your complaint.
Stage 4 – appeal to the Deputy Registrar
If the Director of Student Careers & Skills is unable to resolve your complaint to your satisfaction, you
should write to the Deputy Registrar, University of Warwick, Coventry CV4 8UW.