How to...make complaints

By THIS IS MONEY
Updated:

 

DO you have a problem with the way your course is being taught? A Government higher education charter indicates the standards students may expect from a university or college, and how to make a complaint if they are not satisfied.

First, determine whether there are real grounds for a complaint. Is your tutor neglectful? Does your lecturer fail to turn up for lectures? Are you receiving inadequate feedback about your work? If so, it is wise first to take an informal route. Talk to other students and, if they are having similar trouble, make a joint approach to the head of department.

If this fails, make your complaint formal by putting it in writing. This should be addressed to the head of department - but, if your complaint is about him or her, ask for an investigation at a more senior level. Your complaint will then be investigated and confidentiality will be maintained, if possible.

The 'service manager', the person to whom you have protested, must acknowledge receipt of the complaint within five working days. He or she should then tell you of the investigation's findings within 15 working days or inform you of an expected date for the completion of the inquiry.

Keep a diary of events to back up your case, or keep documents proving your claims. Remember, you need not suffer in silence - help is available.

• For copies of the charter, call 0845 60 222 60.

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