Complaints

Purpose

The Student Complaints Procedure provides students with an opportunity to raise, individually or collectively, matters of proper concern to them without fear of disadvantage, and in the knowledge that privacy and confidentiality will be respected.

Grounds

A complaint is defined as any specific concern about the University, including provision of a programme of study or related academic or support service.

Process

Most complaints should be capable of being resolved informally. This is because it is at the level of immediate contact that problems can most quickly be resolved. Informal resolution is taken very seriously by the University.

You should raise the matter informally within twenty working days of becoming aware of the issue with either the member of staff concerned or that person’s immediate supervisor or manager.

How to make a formal complaint

If you find the complaint cannot be resolved informally, you may request a Formal Investigation by writing to Registry within twenty working days of the end of the attempt to resolve the matter informally.

Download the Complaints Form

This form is to help you provide the information the University needs to arrange for your formal complaint to be investigated.

Procedures

Full University guidance on the Student Complaints Procedure

Contact

If you have any questions about the Complaints procedures or wish to discuss any aspect of it, please contact Greg Hills, the University's Student Appeals and Conduct Officer at academic.administration@canterbury.ac.uk or on 01227 927700 (ext. 2071)

Advice for Students

You may like to seek assistance from the University’s Department of Student Support, Health and Wellbeing or the Students’ Union to help bring about an informal resolution, including identifying the appropriate member of staff to approach.

Canterbury Christ Church Students' Union guidance on Student Complaints.

Procedures for Students at Partner Institutions

Complaints procedures for students at partner institutions

Contact us

  • Tel: 01843 609888 (Broadstairs)
  • Tel: 01227 922222 (Canterbury)
  • Tel: 01634 894444 (Medway)
  • Email:i-zone@canterbury.ac.uk

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Last edited: 17/08/2017 11:56:00