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Complaints

If you are unhappy with any LJMU services that you have received, you may wish to submit a complaint. LJMU has a Complaints Procedure laying out the steps that should be followed, however students are encouraged, where possible, to try and resolve the complaint at a local level.

Submitting a complaint

If a complaint cannot be resolved locally though discussions with the tutor, service manager or campus manager, or if the matter is considered too sensitive, students can submit a complaint. Anonymous complaints cannot be accepted. The University will strive to ensure that no student is unfairly disadvantaged for submitting a complaint. One of the Advisers at the Students' Union Advice Centre can provide guidance and help with submitting complaints. They can also accompany students to complaint hearings or meetings.

When?

The complaint must be submitted within 21 days of the incident or, in cases where a local solution has been sought, within 21 days of the last contact about the issue.

Who?

The appeal should be submitted to the Student Relations Officer, who is based at 4 Rodney Street.

What?

A complaint form should be submitted along with a statement outlining the grounds for complaint. Any evidence should also be included.

Link to Procedure http://www.ljmu.ac.uk/StudentServices/StuServices_Docs/studentcomplaints.rtf

Link to Form http://www.ljmu.ac.uk/StudentServices/StuServices_Docs/Complaintsform1.rtf

Our Guide

Stages of Complaint

Informal (Stage I)

Once the complaint has been submitted to the Student Relations Officer they will investigate the matter. They may use the following approaches;

• Invite the student in to discuss their complaint or to clarify details.
• Pass the complaint onto the School or department and request their written response
• Organise a formal meeting with the Director of the School or Service to discuss the complaint.
• Arrange formal mediation, if both parties feel it would help resolve the matter.
  The student should normally receive written notification of the outcome of the informal stage of the process within 21 days of submission of the complaint form.
•  

Stage Two. Formal Stage.

If the student is unsatisfied with the result they may request that the complaint proceeds to stage 2. This request should be submitted within 14 days of receiving notification of the outcome. The process followed at this stage depends on whether the complaint is general or about specific members of the University (e.g. individual lecturers or tutors)

• General Complaints- A hearing Panel will be arranged within 28 days of the request.
  The Panel will be chaired by a University Director and advised by the Student Relations Officer (or their nominee). A Student Union representative and a member of University staff will also sit on the Panel, however the final decision lies with the Chair.

The Panel will consider all the documents relating to the complaint and be given a chance to ask questions of all parties.

A friend or LSU Welfare Adviser can accompany students attending a complaint hearing.

After the Panel have made a decision, the student will be advised of the outcome in writing.

• Complaints against members of the University- An investigating officer will be appointed to look into the complaint. They may interview witnesses or collect evidence. Once the investigation is complete the officer will decide whether to uphold the complaint. The student will be written to and informed.
  If the complaint is upheld the case is referred to the relevant University Director who will then follow the appropriate disciplinary procedure.

Although this is the end of the complaint process, if a disciplinary hearing is held the complainant may be asked to attend as a witness. It is important to note that the disciplinary process is separate from the complaints process. The outcome of any disciplinary hearing will not be disclosed to the student, even if their complaint has formed the basis of this action. Complainants cannot appeal the outcome of any disciplinary action.

Stage Three

If a student is unsatisfied with the outcome of the complaint or if they feel that the procedures have not been followed they can submit an appeal to the Vice Chancellor. This must be done within 21 days of notification.

The student should write to the Director of Student Services outlining the grounds for appeal. Any supporting evidence should be included.

No new witnesses or evidence about the original complaint will be considered at this stage. If new evidence has been found the initial hearing/ investigation will be reconvened.

The Vice Chancellor (or nominee) will look at the evidence and decide whether a further hearing is required. If a hearing is arranged the Vice Chancellor (or nominee) will Chair the meeting advised by the Director of Student Services. This should normally happen within 21 days of the request being submitted.