Help CentreComplaints can be made about any aspect of the University. You will usually be expected to provide evidence of your complaint, so ensure you keep all documents including emails or anything else you think may be relevant. A complaint must be initiated within three months of the issue arising.
How can I start my Complaint?
There are three stages to the Complaints process. Students must go through the Stage 1 (Informal) of the complaints process.
What is a Stage 1 (Informal) Complaint?
A Stage 1 complaint is discussing the issues of complaint directly with the person delivering the service to see if they can be resolved informally. Following these discussions and you remain dissatisfied; the next stage is a Stage 2 (Formal) Complaint. Any conversations you have had with the university in an attempt to resolve your issue, you could inlcude on the complaints form.
What is a Stage 2 (Formal) Complaint?
If you feel that you have raised the issue as a complaint and/or you remain dissatisfied with the outcome of your Stage 1 (Informal) discussions, then you could submit a Stage 2 (Formal) complaint to the Student Casework Team. You'll need to submit your formal complaint no later than ten working days after receiving the Stage 1 outcome. If you are unsure about your deadline then we can help you work this out for you. The Student Casework Team may contact you for further information or evidence as part of the investigation of your complaint. At times a Stage 2 (Formal) complaint may require a meeting. You have a right to be accompanied by a representative or a 'friend' to meetings that take place for the purpose of the regulations. A 'Friend' is defined as a member of the University community such as a fellow student, University staff or the SU. For further information, please see Appendix A via the link to the Handbook of Student Regulations. Please note the burden of proof lies with the complainant.
What can I do if I do not feel comfortable speaking directly to the person?
Most complaints should be resolved informally and directly with the person concerns. At times a complaint can be of a serious and sensitive nature e.g. allegations of sexual harassment, discrimination or other incidences of serious misconduct. This is what the University describe as a 'Category B' complaint. The Student Casework Team will provide advice about the complaint procedure and help determine whether the nature of the complaint is such that it may be 'Category B'. If you have concerns speaking directly to be person concerned you could consult with the Student Casework Team in confidence. Further information on Category B complaints can be found in section 10.4.2 in the Handbook of Student Regulations.
How do I submit my Stage 2 (Formal) complaint?
All complaints are submitted through the Student Portal. As a part of your complaint you would need to complete a Student Complaint Form and gather any evidence to support your complaint. You would then need to raise an enquiry through the Ask4Help button or through any of their complaint based articles. Once you have raised your enquiry please go to 'My enquiries', find the enquiry you have just raised, click on the upload documents and then upload your completed Student Complaint Form and any evidence.
Within the Student Complaints form you will need to include details of how you have tried to resolve the issue in section 3. Under question 'Why are you dissatisfied with the outcome' this is where you include details of your complaint. At times we see students have already collated their complaint on a word document, if you have already done this or feel the box is too small, you can add 'please see attached supporting document'. When you are uploading your complaint (or emailing) you can attached your word document too.
If you no longer have access to your Student Portal
- For Academic based complaints, please contact slsstudentcasework@northumbria.ac.uk
- For Sodexo based complaints, please contact - cr.accommodation.complaints.and.appeals@northumbria.ac.uk
- For Finance based complaints, please contact - ask4help@northumbria.ac.uk
How to prepare for a Stage 2 (Formal) Complaint?
In a complaint, we would suggest that you;
- Consider and state clearly your outcome to the complaint. You must do this in order that any action taken is beneficial to you and resolves the matter
- Be explicit - if you don't explain clearly, it may not be possible to understand what has happened or what you want people to do about it.
- Consider if you can talk to those involved - this may make it easier to discuss possible outcomes and may be quicker to action.
- Think about the outcome you would like to achieve - in essence, what is that you want out of a complaint. This will help you when drafting the complaints form and putting together your case
Can I complain about another student?
Yes, a complaint of misconduct of another student or group of students will be treated as an allegation under the University's Disciplinary or Fitness to Practice procedure. Please submit your complaint following the normal processes above. If you do not have access to your Student Portal and wished to submit a complaint about a student, please use the email address of slsstudentcasework@northumbria.ac.uk
When will I get a decision on my Stage 2 (Formal) Complaint?
You should normally be notified in writing of a decision on your Stage 2 (Formal) Complaint within 30 working days.
Are there are deadlines for submitting a complaint?
Yes, all complaints must be submitted within 3 months after the alleged event(s) concerned which gives rise to the complaint.
What can I do if my Stage 2 (Formal) complaint is rejected?
You have the option submitting a Stage 3 Request for Review. There are 2 grounds all reviews must be based on and a student is unable to submit a review just because they are unhappy with the outcome. If you feel your case meets one of the eligible grounds, you have the right to submit a Stage 3 Request for Review. It is important to submit your review within 10 workings days of receiving the Stage 2 outcome.
Please note if your complaint was related to another student, there is no Stage 3 Request for Review stage, as the information would have been considered under Section 3 Disciplinary and Fitness to Practice procedures
Stage 3 Request for Review
For further information please see our section on Request for Reviews.
What is the OIA?
Further information can be found on our OIA page
How can I complain about a service provided by the university that is external to the university?
At times it is part of your programme to attend a workshop or residential event that is arranged by the university, but this is an independent company and not part of the university. If you have a complaint about the service you received or regarding a staff member, you will need to use that company's internal complaints processes. If you are on placement within the NHS, complaints are submitted via a 'Raise a concern'
I am not a Northumbria student, how can I complain about a Northumbria Student?
If you are a member of the public and would to submit a complaint against a Northumbria student, for further information click here.
The Advice Team are here to help you with your case. For personalised advice or to ask further questions please email su.advice@northumbria.ac.uk