Complaints

The SU Advice Centre can support you with complaints against the University but cannot support you with complaints against the Students' Union. For complaints against the Students' Union more information can be found here

The University Complaints Procedure which can be found here states that:

A complaint is defined as an expression of dissatisfaction by one or more students about the University's actions or lack of action, or about the standard of service provided by or on behalf of the University. (reference OIA Good Practice Framework Dec 2016)

 

I'm not happy about something, what should I do?

Depending on what the issue is it may be appropriate to talk to your programme team or department involved to see if a mutual agreement is possible. If you feel that you need some support with this an SU Advice Centre Advisor can advise you on how to approach this.

If this course of action is not appropriate or possible you can submit a complaint to complaints@wrexham.ac.uk. Once submitted, the University Quality Manager will determine which stage of the procedure your complaint into. The stages are:

• Early Resolution at local level whereby the Quality Manager will facilitate a resolution at local level. This may include arranging a meeting with yourself and the Faculty Associate Dean or department manager.
• Formal Stage (Investigation) whereby a senior member of academic or operational staff will be nominated to act as Investigating Officer. The Investigating Officer may meet with yourself and any other parties relevant to the complaint in order to inform their investigation.

 

Is there a deadline to submit a complaint form?

Yes, your complaint form must be submitted within 40 working days of the event/action or inaction that is the cause of the complaint.

 

Do I need to provide evidence to support my complaint?

Any evidence to support your complaint is helpful. This may include evidence that you have attempted to resolve your issue/complaint informally such as emails between yourself and the person or department concerned.

The Students' Union Advice Centre can offer advice and support throughout the Complaints process. This includes helping you to complete the complaint form, advise on evidence to support your complaint and accompanying you to attend any meetings.

 

Unsure about anything?

Contact suadvice@wrexham.ac.uk and one of our advisors will support you through the process and attend any meetings with you.