Find out how to raise a complaint and how the university will respond by reading the Student Complaints Policy and Procedure.

If you are a Student Apprentice please find the Student Apprentice Complaints Policy and Procedure.

Student Complaints aims to:

• Ensure that where issues arise resolution is sought promptly and to the satisfaction of all parties, whenever possible or appropriate.
  
• Ensure the University of Bath is a responsive organisation that welcomes feedback and learns from complaints to improve our academic provision, service standards and the student experience.
  

The University of Bath will not penalise any student for raising a complaint they are genuinely concerned about, even if the concerns turn out to be misplaced.

Definition of Student Complaints

In our Student Complaint Policy, a student complaint is “an expression of dissatisfaction raised by a student (or group of students) about:

• something the University has done or has not done or
  
• the standard of service provided by the University (or on our behalf)."
  

A complaint may relate to the following (but is not restricted to):

• failure or refusal to provide a service
• mismatch between offer and delivery of service
  
• inadequate quality or standard of service
  
• unreasonable delay in providing a service
  
• substandard quality of facilities or learning resources
  
• dissatisfaction with one of our policies or processes or with its impact on the student
  
• disagreement with a non-academic decision.
  

A student complaint is not:

• a concern about the conduct, behaviour, performance or attitude of a member of staff (this needs to be directed to the Human Resources department)
  
• an appeal against an academic decision taken by a Board of Studies (see Academic Appeal Policy and Procedure)
  
• a student and/or staff Dignity and Respect matter (see Dignity and Respect Policy and Procedure and student/staff training offer on our #NeverOK Campaign)
  
• a concern about student conduct (see Student Disciplinary Regulations 7).
  

Stages of the Complaints Process

The complaints process will have no more than three stages:

• Stage 1: Early resolution at the local level, where this is possible
  
• Stage 2: Formal resolution stage
  
• Stage 3: Appeal stage
  

This is to allow issues to be resolved as efficiently as possible and at the appropriate level.

Students wishing to raise a formal complaint should complete a Stage 2 complaints form.

Resolving Informal Student Complaints Effectively

Any staff at the University may be called upon to handle a student complaint at the Informal Resolution Stage (Stage 1).

Our Interactive Staff Guidance above has been designed to support staff in resolving complaints as effectively as possible at their local level, enabling them to feel more confident in

• dealing with a complaint as soon as it is raised with them
  
• resolving complaints early and to the satisfaction of all parties, where possible
  
• de-escalating problems to avoid complaints reaching the Formal Stage (Stage 2) if appropriate
• managing communications with the student respectfully, providing them with the opportunity to have their complaint heard and responded to.
  

Advice and Support

We understand it can take courage to raise a complaint. There are several services that can support you before, during and after submitting a complaint.

We want you to be fully supported throughout this process.

You can contact the SU Advice centre for a free confidential service that is independent of the University.

You will be offered the opportunity to bring a friend, family member or other support person to any meetings.

If you have a disability or any specific needs that require adjustments to this Student Complaints process, please email student-complaints@bath.ac.uk in order for arrangements to be made.

If you have a disability, you can also be accompanied to the meeting by a Disability Support Worker or adviser if required.

Support and advice is also available from the Student Support Advice Team by email to studentsupport@bath.ac.uk.

The Value of Complaints

As a University of Bath staff member, a key contribution we can all make is in setting the right culture, one that truly values complaints and recognises the role we play in improving our academic provision and service delivery for our students and staff.

Staff and students have a shared interest as:

• complaints offer valuable feedback about the quality of services
  
• complaints can provide an early warning of more fundamental problems in service design and delivery
  
• information gathered from complaints may help identify trends, themes or patterns and may be used to inform service improvements.