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General Guidance on Student Complaints

If you feel that the University has treated you unfairly, not been supportive of you, discriminated against you or not provided services which you would expect, you are entitled to make a complaint.

If you wish to complain or appeal against a purely academic matter - for example not being allowed to progress to the next academic year - you should refer to the separate booklet Ask Guide to Academic Appealsstrathclyde:#1
If you feel that you have been subjected to discrimination, harassment or intimidation, you can challenge this through the University's Equal Opportunities Policy strathclyde:#2. You can discuss this with staff in Ask or one of the other University harassment advisersstrathclyde:#3.
If you wish to make a complaint, you need to decide exactly what you are complaining about and which regulations, if any, cover your area of concern. The University is bound by Procedures and Guidelinesstrathclyde:#4 and Regulations set out in the University Calendar. In addition, University departments set out how each course will be run through Course Handbooks.
It is advisable to check these documents before making a complaint, in order to be sure of your position. You should note that in the case of both the University Calendar and your Course Handbook, it is the information from the year when you originally started the course that is relevant and not necessarily the information for the current year.

Who should I contact?

Where appropriate, you should first raise your concerns with the Department in question. It may be advisable to submit this in writing and if you are asked to meet with someone, you may wish to bring a friend or representative along to support you. Staff in Ask can discuss this with you.
If you do not feel that it is appropriate to address someone directly, you should make a formal written complaint to the Head of Department or Service. Again, Ask can advise you on this.
If you do not feel that it is appropriate to contact the Head of Department or Service or if you are not satisfied with the response they give, for academic matters you should contact the Dean of the Faculty and for any other complaints contact the Secretary to the University.
If you are still not satisfied with the response, an independent person appointed by University Court will make a final decision.

What will happen when I make a complaint?

For all levels of complaint, you are entitled to receive a response within 10 University days and if you have not received a response within this time, you can raise this with the University Secretary. In all cases, you have the right to complain without fear of recrimination and for the complaint to be considered fairly and in confidence.
Should you choose to make a formal complaint, the University Secretary will make initial enquiries to ascertain whether there is a case to be heard. If the case is heard, the University Secretary may investigate, or may appoint a reviewer to consider the case. You will be allowed to submit written evidence and may be interviewed as part of the investigation. The reviewer will keep you up to date with the case and will inform you of the outcome as soon as possible.

What can I do?

For more information on making a complaint to the University, contact staff in Ask. We provide a confidential service, separate from the University.

1. Academic Appeals
2.Equal Opportunities Policy
3.http://www.strath.ac.uk/about/policies/personalharassment/
4. www.mis.strath.ac.uk/publications/