You Can Make a Complaint About:

• An action or lack of action on the part of the University
• The delivery of a course of study
• The delivery of a service provided by the University

 

Do You Have to Make a Formal Complaint?

It is recommended that you try and resolve any concerns informally in the first instance. This is done by raising your concerns with the appropriate service or your programme team directly. if this doesn't work the formal complaint route is open to you.

 

When Should You Make a Formal Complaint?

As soon as possible but no longer than three months after your concerns first arise. However, if you have a strong reason why you could not raise your concerns sooner your complaint may still be considered. This is because changes to procedures, staffing, practice etc. make it difficult to process complaints dating further than three months back.

 

How Do You Make a Formal Complaint?

Complete a student complaint form & make sure to complete all the sections before sending it to: studentprocedures@cumbria.ac.uk

 

How Is the Remedy Decided?

You will be invited to offer a suggestion for what remedy you would like to be considered if your complaint is upheld. The remedy offered will be at the discretion of the investigating officer, and will aim to put you back in the position you would have otherwise been in.

 

Do You Need to Include Evidence?

Yes! Not submitting evidence may result in your complaint not being upheld. Evidence can include but is not limited to:

• A signed report made by another person (who must know you are making a formal complaint)
• Copies of emails and other communications
• Copies/link to handbooks etc.

Remember that formal complaints are not normally anonymous but everything is done to protect and respect those involved.

 

Who Can Help?

The Students’ Union support team can help! They offer an independent advice and guidance and it is strongly recommended you get in touch with them if you are considering making a formal complaint. Head to our website to book an appointment.

 

Where Can You Find More Information?

Head over to this website for more information: