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Complaints

Things don’t always go to plan. When they don’t, we want to hear about it so we can put it right.

Make a complaint

How we manage complaints

Whether it’s about one of our services or your overall experience with us, we take every complaint seriously and work towards a fair outcome. The more detail you give us, the faster we can help.

  1. 01

    Informal resolution

    We’ll get back to you within five working days. Where we can, we’ll try to resolve your complaint informally. It’s the quickest route.

  2. 02

    Formal complaint

    If that isn’t possible or appropriate, we’ll open a formal investigation. This can take a while, but your Complaint Handler will keep you updated and tell you whether your complaint is upheld, partially upheld or not upheld.

  3. 03

    Appeal

    Not happy with the outcome? You can appeal within 10 working days. A Senior Leader will decide whether there are grounds for an appeal, as set out in our Byelaws. If there are, a panel will consider your case and contact you when it’s done.

  4. 04

    External review

    Under the Education Act 1994, you can ask the University to review how your complaint was handled. They won’t reinvestigate it, but they’ll check the process was fair and our procedures were followed.

Not sure which route is right for you? Talk to our Helpdesk, our Advice Centre or the University’s Student Services Centre.

University services

Complaints about the University

Any student who is enrolled, or was enrolled when the issue happened, can complain about something the University did or didn’t do, the standard of a service, or anything affecting the quality of your learning. We can’t investigate these, but our Advice Centre can help you through the University’s process.

University complaintsGet advice
Third parties

Complaints about other organisations

Other organisations have their own complaints procedures, so contact them as early as you can. We can’t investigate them, but our Advice Centre can help. If a third party is working for or with RHSU and you’re having problems, come and talk to us.

Get advice