Royal Holloway Students' Union is an organisation committed to making student life better for our members. We are here to listen.
We know that things don't always go as planned, and when they don't, we want to hear about it. Your feedback helps us understand where we've fallen short and gives us the chance to make it right.
Whether you've had a problem with one of our services or your overall experience with us, this page will guide you through submitting a complaint quickly and easily. We take every complaint seriously and are committed to reviewing your concern promptly and working toward a fair resolution.
Please provide as much detail as possible when submitting your complaint — this helps us address the issue faster and more effectively.
How we manage complaints
Stage One - Informal Resolution
We will reach out to you within five working days to follow up on your submission. When appropriate, we will try to resolve your complaint informally; this is the fastest route to resolution.
Stage Two - Formal Complaint
When an informal resolution is not possible, or is inappropriate, we will escalate to a Formal Complaint and an investigation will occur. This can be a lengthy process depending on the nature of the complaint and the Complaint Handler will keep you updated on the process. They will be in contact regarding the outcome of the investigation to say whether the complaint is upheld, partially upheld or not upheld.
Stage Three - Appeal
If you remain unsatisfied with the outcome of a Formal Complaint, you can appeal within 10 working days of receiving the outcome. Depending on the nature of the complaint, a Senior Leader will determine if grounds for an appeal exist, as outlined in our Byelaws. If an appeal moves forward, a panel will be convened to consider the case and you will be contacted at its conclusion.
Stage Four - External Review
You have the right to appeal to the University regarding how the complaint has been treated, under the Education Act 1994. They will not reinvestigate the complaint but can assess if the process was appropriate, fair and if our procedures were followed.
Submitting a complaint
If you have questions about the best route for you, please reach out to the Helpdesk, Advice Centre or the University Student Services Centre.
Complaints regarding university services
Any student currently enrolled, or who was enrolled when the issue arose, can submit a complaint.
You can make a complaint about any action or inaction by the University, the standard of the service provided, or matters that affect the quality of the learning opportunities.
While we cannot investigate these complaints, we can offer assistance navigating their process through our Advice Centre.
University Complaints
Third Parties
Third parties will have their own complaints procedures. We recommend contacting them as early as possible to engage with their process directly.
While we cannot investigate third parties directly, we can offer assistance through our Advice Centre.
In the case of third parties acting on behalf of, or in conjunction with, RHSU, please come and speak with us if you are facing issues.