CONFIDENTIAL
Complaints by Students
Formal Complaint to the Dean or Director of Student Services
(On campus* provision only)
If you wish to make a formal complaint against a department (whether academic or
service department) you are required to make your complaint in writing to the Dean (if
your complaint is about your academic department) or to the Director of Student
Services (if your complaint is about a central service, e.g. library, accommodation). You
are asked to complete this form and send it with any additional information which you
think is relevant to your complaint to the Dean or Director of Student Services. A formal
complaint must be made within three months of the event giving rise to the complaint.
The information you provide will be used to investigate your complaint. Information is
also requested for monitoring purposes. Information used for monitoring purposes will
not disclose your identity. This form has been designed to be completed electronically
(boxes will expand as required).
Definition of complaints - you should note that you cannot make a complaint under this
procedure about:

Private matters not relating to your status as a student (e.g. relating to
private accommodation) even if that involves another student

Complaints about another student (these must be dealt with under the
University’s Student Disciplinary Regulations)

Matters which are subject to a right of appeal and that right has been
exhausted (this includes academic and non academic appeals).
* on campus in this context means provision delivered by University staff including as
distance teaching or by e-learning.
Once you have submitted this form you are entitled to:

Have the complaint investigated by a person not previously involved in
matters relating to the complaint

Be interviewed by the person conducting the investigation

Be accompanied at such interview by a person of your choosing

Receive a written report within one month (unless a longer date is agreed in
writing) summarising the evidence obtained through the investigation, the
department’s conclusions, whether the complaint is upheld, and any
recommendations as a result of those conclusions

In the event of a successful complaint, receive a refund of certain expenses
incurred in making the complaint

Raise the matter with the University Complaints Investigation Officer (UCIO)
in writing within 21 days of receiving the department’s report if you remain
dissatisfied with the outcome of your complaint (using the form available
from the UCIO)

Raise the matter with the UCIO if the department does not follow the stated
procedures.
Complaints by students
Formal complaint to dean or director of student services
Version 1 02 – Nov 15
QH:E2
Annexe 2:1
CONFIDENTIAL
Advice and Guidance
You are reminded that the Students’ Union Advice Centre is available and willing to
advise and assist you in making a complaint, including whether a matter can be the
subject of a complaint, and the procedure for informal complaints. Further information,
including a copy of the University’s complaints regulations, is available from
http://www2.hull.ac.uk/administration/policyregister/qualityhandbook/sectione.aspx.
This form is available in alternative formats on request
from the University Complaints Investigation Officer
Complaints by students
Formal complaint to dean or director of student services
Version 1 02 – Nov 15
QH:E2
Annexe 2:2
CONFIDENTIAL
Complaints by Students
Formal Complaint to the Dean or Director of Student Services
(On campus provision only)
1
Full Name of Complainant
2
Registration Number
3
Programme of Study/Year of Study
4
Level of study
(undergraduate, postgraduate taught or
postgraduate research)
5
Mode of study (full/part time/other)
6
7
Department which is the subject of the
complaint
Date of the event giving rise to the
complaint (if series of events, give the
date of the most recent)
Contact information for the purposes of the complaint
(Only give telephone and email details if you are willing for the department to use them for the purposes of
contacting you in relation to the complaint)
8
Correspondence address
(including postcode)
9
Telephone
10
Email
Informal resolution
The University seeks to encourage informal resolution of complaints where possible. If
you think your complaint could be resolved informally, you do not need to complete this
form but should consult with your personal supervisor or staff/student committee
representative if the matter relates to your programme, or a member of staff of the
department concerned if about another matter (such as a service).
11
Has your complaint been considered
informally but not been satisfactorily
resolved?
If YES attach relevant documentation
Complaints by students
Formal complaint to dean or director of student services
Version 1 02 – Nov 15
QH:E2
Annexe 2:3
CONFIDENTIAL
Would you be willing to consider informal
12
resolution of your complaint?
If NO, please indicate why
Details of complaint
13
Provide a short summary of your complaint (attach fuller details and any relevant evidence)
14
Desired outcome: explain what would be a satisfactory outcome from this complaint
I confirm that:

the information provided in/with my complaint is true to the best of my
knowledge

that I am aware of my right to seek advice and guidance from the Students’
Union Advice Centre
Signature
Date
PLEASE SUBMIT THIS FORM AND SUPPORTING
EVIDENCE TO THE DEAN OR DIRECTOR OF STUDENT SERVICES
For departmental use only
a
Date received
b
Date copied to dean of faculty (or
equivalent)
c
If Disability, date copied to Student
Welfare
d
Complainant sent copy of leaflet &
University Regulations
Complaints by students
Formal complaint to dean or director of student services
Version 1 02 – Nov 15
QH:E2
Annexe 2:4
CONFIDENTIAL
Monitoring information
Please complete the following information. This will be used for monitoring purposes
only and will be kept separate from the information relating to your complaint. Your
identity will not be disclosed in any monitoring reports produced by the University.
Gender
Disability
Under section 11(c) of the University’s complaints regulations, if you consider you have
a disability, your complaint will be copied to the University’s Disabilities Officer who will
advise on any appropriate arrangements in the light of your disability
If you have one or more disabilities please provide the information below:
Autistic Spectrum Disorder or Asperger’s Syndrome
Deaf or hard of hearing
Learning difficulties e.g. dyslexia, dyspraxia
Mental health difficulties
Blind or partially sighted
Wheelchair/mobility difficulties
Other - please specify
Ethnic Group
Please indicate one
White - British
White - Irish
Any other white background (please specify)
Mixed - White and Black Caribbean
Mixed - White and Asian
Mixed - White and Black African
Mixed - Any other Mixed background (please specify)
Asian or Asian British - Indian
Complaints by students
Formal complaint to dean or director of student services
Version 1 02 – Nov 15
QH:E2
Annexe 2:5
CONFIDENTIAL
Asian or Asian British - Pakistani
Asian or Asian British - Bangladeshi
Any other Asian background (please specify)
Black or Black British - Caribbean
Black or Black British - African
Black or Black British - any other Black background (please specify)
Chinese
Any other ethnic group not covered above (please specify)
The above categories are based on the monitoring questionnaire used by the Office of the
Independent Adjudicator for Higher Education
Complaints by students
Formal complaint to dean or director of student services
Version 1 02 – Nov 15
QH:E2
Annexe 2:6