We recognise that from time to time our students may wish to raise a formal complaint regarding our University services or issues with other members of our University.
A complaint is defined as any specific concern about our University, including provision of a programme of study or related academic or support service.
When to complain
All complaints are taken seriously and students will not be penalised for making a genuine complaint.
If you are considering making a complaint it is important you understand the difference between the Academic Appeals Procedure and the Student Complaints Procedure.
The Academic Appeals Procedure is our internal mechanism for appeals to be heard about academic decisions.
Whereas, if you are dissatisfied with University facilities or services, or wish to complain about an individual staff members conduct, then you should use the Student Complaints Procedure.
Student Complaints Procedure
The Student Complaints Procedure is set out in the Rules, Regulations & Procedures for Students. It is important that you have read and understood the procedure before you make a complaint.
The Student Complaints Procedure applies to all students of Anglia Ruskin University and is designed to ensure that complaints are dealt with fairly, consistently and in a timely manner.
The first stage of our Student Complaints Procedure is to try and resolve the issue informally through early resolution. This must be done within twenty working days of becoming aware of an issue. You should talk to the person closest to the complaint, for example when complaining about a course, the module tutor or course director/leader would be the most appropriate person to talk to.
If this doesn’t resolve your concern you will need to make a formal complaint by emailing us: complaints@london.aru.ac.uk. This must be received by the Secretary and Clerks Office within twenty working days of the completion of the informal early resolution process. You will be required to enter the details of your attempt to resolve the complaint informally on the CS1 complaint form.
If you are dissatisfied with the outcome of your CS1 complaint you can ask for a review of our decision by completing a Stage 2 Complaint form on the following grounds:
- the decision-making process did not follow ARU procedures; and/or
- the decision itself is unreasonable; and/or
- there are new material facts that become known only after the CS1 response was issued
This must be received by the Secretary and Clerks Office within twenty working days of receiving your CS1 response.
We can adapt our procedures to meet your needs. For example, if you need the CS1 or CS2 complaint form in a different format or you need more time to submit your complaint, please contact complaints@london.aru.ac.uk and let us know.
Time limits
Your complaint must be raised within twenty working days of either
(a) the date which the event complained about occurred; or
(b) when you reasonably should’ve become aware of an issue.
If the complaint relates to a series of incidents or events, you must make the complaint within twenty working days of the first incident or event.
Where to get help
If you are considering making a complaint it is important that you have read and understood the Student Complaints Procedure mentioned above.
If you require further guidance or assistance regarding your complaint, the Students’ Union can provide independent advice through the Student Union Advice Service.