Student complaints

There is an Admissions Appeals and Complaints Procedure for Applicants. This is the relevant Procedure to follow for all applicants to a new course at Canterbury Christ Church University,

The Accommodation Complaints Procedure should be followed if you have a concern or complaint relating to University Accommodation.

In the first instance, accommodation@canterbury.ac.uk should be contacted to see if a resolution can be reached. If no resolution is reached or you believe the resolution to be unsatisfactory, you can send a formal complaint to the Accommodation Office via the Accommodation Feedback and Complaints Form.

If the accommodation-related matter is about relationship issues between flatmates or neighbours, the student may wish to consider the Student Mediation Service as a positive way to find solutions and resolve disputes.

Students studying at a partner institution should read the Procedure for Dealing with Complaints at Partner Institutions. Partner Students will be required to submit a complaint to the Collaborative Institution in the first instance, using the Partner’s Complaints Procedure.

Where the responsibility and resolution rest solely with the University and it concludes that a part or the whole of a complaint requires investigation by the University, the Partner may refer the matter to the University.

Where the complaint is referred to the University by the Partner, the complaint will be considered under Stage 1 of the Student Complaint Procedure.

To make a Stage 1 Formal Complaint regarding service or teaching related provision(s) under the control of Canterbury Christ Church University, a complaint will need to be submitted using the Stage 1 Formal Complaint Form.

Concerns relating to placement provision or a student on placement may either fall under the remit of the University or the Placement Provider.

In the first instance, students are directed to raise their concerns with the appropriate member of staff or the Placement Supervisor. Students are expected to raise their concerns through the mechanism that exists within their Faculty or School. The student can also use the Placement Provider’s own complaints procedure. 

Where the student is dissatisfied, the matter can be raised by submitting one of the following forms depending on how you are registered with CCCU:

• Stage 1 Formal Complaint Form (direct delivery/on campus students)
• Stage 1 Formal Complaint Form (partner students)

If the concern relates to the administration or management of the Apprenticeship by the University, the Student Complaints Procedure applies.

Concerns relating to an Apprenticeship Training Provider are likely to fall under the remit of that Training Provider including matters related to working practices. The apprentice is expected to raise such concerns directly with the Apprenticeship Training Provider. The apprentice can also inform a relevant member of staff at the University of their intention to raise concerns with their Apprenticeship Training Provider.

The University fosters a community that strives to create a supportive and positive environment for all its members. As members of this community, students are expected to treat others with dignity, respect, compassion and courtesy.

Students are expected to act in accordance with the expectations and principles set out in the Expected Behaviours of Students and the Student Prevention of Harassment and Sexual Misconduct Policy.

We are here to support you during your time at CCCU and encourage all students, staff and visitors to report incidents of bullying, harassment, discrimination, domestic abuse and sexual violence via our online Report + Support tool. By making a confidential report, our Harassment and Sexual Violence Officer, can provide you with the guidance and support you need to make informed decisions and put you in control of what happens next.

The University seeks to address concerns raised by our neighbours and the wider community.  The University has compiled a list of key community contacts to direct your concerns to the people most able to help. 

If you need any further advice or support, please contact the Community Liaison Manager, who can advise on a number of community related issues and works with local residents and communities across our campus areas.

Anonymous complaints may be submitted via the Student Complaints Procedure.

Anonymous complaints will be used to provide statistical information to inform proactive and preventative work, or to allow the University to monitor concerns across the University’s teaching and service provision. Choosing to complain anonymously means the scope of the complaint is limited and therefore, may not be able to be investigated or responded to by the University.