Stage 1 – Informal Resolution
The majority of complaints can be resolved easily and quickly by raising them on an informal basis at the time the problem first occurs and with the person(s) directly involved.
Informal (Stage 1) complaints must normally be raised within 3 months of the date of the event(s) giving rise to the complaint.
If possible, you should first raise your complaint with the individual who is the subject of the complaint. Alternatively, you may wish to discuss your complaint with your relevant Head of Department, Programme Director or academic mentor. Some general issues might suit discussion at your College’s Staff-Student Consultative Committee.
The Students’ Union Advice Centre can help you to raise your complaint informally.
Stage 2 – Formal Written Complaint to the Head of College / Administrative Department (via Academic Services)
If you are unable to resolve your concerns informally or feel unable to approach the relevant individual(s) directly, you should submit a written complaint to Academic Service’s Complaints Nominee within the following timescale:
- Within 21 days of the date of the response to your informal (Stage 1) complaint; or
- (Where no informal complaint has been submitted) within 3 months of the date of the event(s) giving rise to the complaint.
Your complaint should set out:
Details of your complaint – be brief and to the point, and refer to any specific events and dates;
- Any informal steps you have taken (to include the names of staff involved) and the outcomes;
- Why you remain dissatisfied;
- What outcome you are seeking;
- Copies of any documents / correspondence which are relevant to, or support, your complaint.
You can send your complaint to Academic Service’s Complaints Nominee via email or by post to: Complaints Nominee, Academic Services, Swansea University, Singleton Park, Swansea, SA2 8PP.
The Complaints Nominee will write to you to confirm safe receipt of your complaint and may ask you to provide further information / clarification. Your complaint will then be referred to the Head of the relevant College / Administrative Department and they will seek to provide you with a written response to your complaint within 20 working days. (You should expect to be kept informed if, for whatever reason, the College / Administrative Department is unable to meet this deadline).
Final Review of the Stage 2 Outcome of the Complaint & External Review
If you remain dissatisfied with the outcome of your Stage 2 complaint you may request a Final Review by completing and submitting to the Director of Academic Services the Final Review Application Form within 14 working days of the date of the letter / email advising you of the outcome of your Stage 2 complaint. Final Review Procedure
Once the Final Review process has been completed the Director of Academic Services will issue you with a “Completion of Procedures” letter confirming the University’s final decision and that the procedures have been completed. You may then consider asking the Office of the Independent Adjudicator for Higher Education (OIA) to externally review the handling of your case. Further information about the OIA can be obtained from the OIA