Student Complaints

At the University of Greenwich, our goal is to offer you an outstanding experience through the creation of supportive learning environments and maintaining high standards of service. While we hope for smooth experiences, we understand that challenges may arise. If you encounter any issues, please inform us promptly so we can address them effectively.

We aim to provide a supportive environment for you, and to be responsive to your concerns when they are raised. We view the Student Complaints Procedure as an opportunity to monitor and make improvements to our services.

Who can make a complaint?

• Undergraduate, postgraduate taught, postgraduate research and apprenticeship students currently registered on a University of Greenwich programme.
• Students on an approved leave of absence (for instance, interruption of studies)
• Graduates or former students (only if you make your complaint within three months of completing or ending your studies).

If you are studying for an award at a partner institution, you should initially follow your college’s complaints procedure.

Who can't make a complaint?

• Graduates or former students that did not make a complaint within three months of completing or ending their studies.
• Postgraduate research students complaining about a role as an employee of the University - these are dealt with by Human Resources.
• Anonymous complaints - it's not usually practical for us to investigate anonymous complaints.

What you can make a complaint about?

You can make a complaint about any academic or non-academic service provided by the University, such as:

• Misleading or incorrect information provided by us.
• Aspects of your learning and teaching experience including PGR supervision.
• Facilities, learning resources or other services provided by us.
• Other organisations or contactors providing a service on our behalf.
• Issues with University managed accommodation.
• Complaints about behaviour by members of staff that come under the remit of the Student Harassment and Sexual Misconduct Policy.

What you can't complaint about?

• Your results - you can ask for a review of the decision by using the Academic Appeals Procedure (Taught) or Academic Appeals Procedure (Research (more information on this can be found on the above pages).
• Other students’ behaviour – contact to your faculty or if it’s about something that took place in the University’s halls contact Accommodation Services.
• The Greenwich Students’ Union, which has its own policy and procedures.
• An application to the University, which must be made through the Admissions Policy and Procedure.
• Issues that have already been considered as an academic appeal, fitness to practise or as a disciplinary matter – although you can complain about how we have handled any of these procedures.
• Issues that are currently under consideration by the police.

When should I make my complaint and how do I do it?

You need to raise your complaint within 4 weeks of the issue or incident that you are complaining about.

Raising a complaint with staff in the area where the issue occurred is usually the quickest and most effective way to resolve an issue, which is why we expect you try to resolve your issues at the Stage 0: Informal Stage first. You can do this with any relevant member of staff who works in the area the issue arose. If your complaint is about academic-related issues, this may be the Module Tutor or Programme Leader, or your Research Supervisor. If your complaint is about a University service, then you should talk to an appropriate member of staff from that service.

Further guidance and all the forms that you may need can be found here  https://docs.gre.ac.uk/rep/sas/student-complaints-procedure.

What can I expect from the complaints process?

There are three stages:

Stage 0 - Informal Resolution

We aim to resolve complaints quickly and locally by encouraging early resolution within the department that provides the service. Sometimes a matter will have to be referred to more than one member of staff to find the right answer, or receive approval for an outcome, but we will keep you informed as we go along. If you are not satisfied with the response we give at this stage, you can take your complaint to Stage 1 of the procedure.

Stage 1 - Formal Investigation

Stage 1 deals with complaints that have not been resolved at Stage 0 and those that are complex and require detailed investigation. We will tell you who is dealing with your complaint and provide you with an outcome as soon as possible, normally within 28 calendar days. If our investigation will take longer, we will tell you.

Stage 2 - Review including Review Panel

Stage 2 is the review stage and looks at complaints that have not been resolved at Stage 1. There are a range of reasons why you can ask for a review. We will consider your request and either let you know that we will not be considering your complaint any further (and you will be told how to take it to external review) or your complaint will be passed to a Review Panel for further consideration.

Full details of all stages can be found in the Student Complaints Procedure.

How will you resolve my complaint?

Complaint outcomes may include an apology, alterations to a process or to a service that we provide and, exceptionally, compensation for loss or damage suffered. We aim to ensure that proposed outcomes are reasonable and appropriate to the nature and circumstances of the complaint. Financial compensation is usually only considered when a practical outcome is not available or is inappropriate or insufficient.

Help and advice

Students’ Union

Free independent advice and advocacy is available from the Greenwich Students’ Union at any stage of your complaint:

Email: suadvice@gre.ac.uk

Web: www.greenwichsu.co.uk/advice

Online contact form: www.greenwichsu.co.uk/advice/triageform

University Chaplaincy

Faith communities appoint our University Chaplains to work at the University to care for students and staff of all religions and beliefs, and also for those who do not have a faith background. You can contact the chaplains by dropping in to one of their regular events, or by emailing them on chaplaincy@gre.ac.uk.