Student Complaints Process

The University is committed to providing high quality services. It welcomes the opportunity to correct mistakes and misunderstandings and to respond positively and constructively on any occasion when you feel the need to express dissatisfaction with a particular service.

The Student Complaints Process is intended to provide this opportunity.

Where to find the full procedure

This page sets out essential information on the process and the first steps that you should take, but does not set out the process word-for-word as the recently updated full Complaints Procedure can be found on the 'docushare' section of the University website using the following URL: https://docushare.sunderland.ac.uk/docushare/dsweb/View/Collection-63

Contact us

If you need assistance please contact the Students' Union Academic Department staff that work within the Advice Centre, Edinburgh Building, City Campus.

diane rooney, Academic Advisor

joanne cocklin, Academic Advisor

Academic Advice is available Monday to Friday 9am to 4pm.

Getting Around Booklet

Look out for the useful booklet issued by the University - Getting Around: Student Complaints Process.

Copies can be obtained from The Gateway, City Campus, from your School Office and from the Students' Union Advice Centre, Edinburgh Building, City Campus.

If you wish to submit a formal complaint there is a form to complete, but please note that you do not need this form to initially raise your complaint with an appropriate person.

There is no on-line version of the booklet or the form, but on request from either Student Services or the Students' Union a booklet and the form can be posted to you.

How can I expect my complaint to be handled?

You can expect that any complaint you make will receive timely and appropriate attention. The University will deal wih complaints discreetly and sensitively and you will be treated without discrimination or disadvantage. If a complaint is upheld, you will receive a response and the University will, wherever possible, put things right. If a complaint is not upheld, you will be given the reasons for the decision.

First Steps

The University believes that , usually, a complaint can and will be solved quickly by taking the problem directly to the member of staff best able to deal with it and this informal stage is known as Stage 1.

Stage 2

• - the formal stage - is invoked if the complaint is not resolved at Stage 1. A Stage 2 complaint must be submitted to the University using the appropriate form.
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If the Complaint is not resolved at Stage 2 there are a further stages available to ensure that the University considers the complaint fully.

The Complaints Process is free of cost to you.

You may wish to discuss the process further or need some help in making a complaint and if this is the case ....