Making a Complaint

Introduction

University should be a positive and supportive experience, and as a consumer, you should feel confident speaking up when something isn’t right. If you’re unhappy with a service, facilities, staff behaviour, or any aspect of your learning experience, the complaints process is there to help you get things resolved. Remember, complaints have to be submitted within 3 calendar months of the issue arising.

This guide explains the different stages of the University’s complaints procedure, how to submit a complaint, and how the Union of Students can support you every step of the way.

What Is a Complaint?

If you’re dissatisfied with something during your time at university, you have the right to make a complaint. A complaint should be submitted with a resolution in mind.

The University will review the issue, investigate your concerns, and aim to reach a fair outcome.

How Do I Make a Complaint?

The complaints process has three stages:

Informal Stage
Formal Stage (step 1)
Review Stage

Informal Stage

Where possible, start by raising the issue directly with someone involved, they may be able to resolve the problem quickly.

You should normally receive a response within ten working days at this stage.

Formal Stage (step 1)

If your complaint can’t be resolved locally, you should submit a formal complaint form alongside any evidence to studentcomplaints@derby.ac.uk. The complaints team will review the complaint and accompanying evidence and may ask for further evidence or information.

An eligible complaint will then be forwarded to an investigator (usually a Discipline Lead or relevant Senior Manager).

You should receive a written response within 10 working days of the investigator being assigned.

Formal Stage (step 2)

If you aren’t satisfied with the outcome of the step 1 complaint, you can escalate it to a step 2. This should be done within 20 working days of receiving the outcome. You will need to complete a fresh complaint form, with particular thought into the nature of the complaint and proposed remedy. A new investigator not previously involved will be nominated, usually Head of Department within the College or a member of the Senior Management area.

You may be asked to meet with the investigator. A Union Advisor can attend this meeting. The aim of the step 2 is to arrive at a fair and true picture of the factual circumstances surrounding the complaint. You will receive an outcome within 20 working days of the complaint being logged.

Review Stage

If you’re not satisfied with the formal outcome, you can request a review by writing to Student Complaints and Conduct within ten working days of receiving the decision. Your request must clearly state the reasons for dissatisfaction and should present a case as to why the review is required. These reasons could include:

Procedural error,
Aspects of the complaint were not sufficiently covered by the investigation or outcome

A member of the Vice Chancellors Executive will review the complaint and may either:

Remit the complaint for investigation to the original investigator for further investigation
Confirm or/and amend the findings and remedies of the formal investigation outcome

The outcome will be communicated within 20 working days.

What remedies could I expect from a complaint?

When deciding what remedy, you feel would be best suited to your complaint, it’s important to consider what would give you the most closure. For example, it may that you would like an apology from the University or particular department; you may wish for a further explanation of reasons as to why something happened; you may request that a decision is reconsidered (not relating to an appeal); you could request a change in University policy or procedure; or it may be that you are looking for financial compensation.

What If My Complaint Cannot Be Resolved?

If the University cannot resolve your complaint, you can take it to the Office of the Independent Adjudicator (OIA), an independent body that reviews student complaints.

You will need a Completion of Procedures Letter from the University to proceed.

Applications to the OIA must be made within 12 months.

More information is available at oiahe.org.uk.

How Can the Union of Students Help Me?

Our Advice team can support you throughout the complaints process by:

Helping you write your complaint
Offering ongoing advice at each stage
Accompanying you to meetings for support and representation
Helping you gather evidence to strengthen your case

FAQs

Do I have to try the informal stage first?

Yes, unless the issue is too serious or unsafe to resolve informally. Most concerns should start at this stage.

What evidence should I include?

Emails, screenshots, dates, witness statements, or anything that clearly supports your version of events.

What if the complaint involves a staff member?

You can still follow the standard complaints procedure and a Union Advisor can support you in doing this.

Can someone help me write my complaint?

Yes. The Union Advice team can help you structure your complaint, gather evidence, and review your submission.

How long does a complaint take?

The informal stage typically takes 10 working days, and the formal stage 20 working days from the point the investigator is assigned, though complex cases may take longer.