Student Complaints

The University is committed to providing high-quality education and support to its students; however, we recognise that sometimes you may have concerns about the provision of your academic course and/or related services.

Concerns must be raised as soon as possible and no longer than 3 months after they first arise. This makes it much easier for us to investigate them thoroughly. We may decide not to progress your complaint if you do not raise it within the 3 month period and we do not believe you have offered a good reason for any delay.

You are encouraged, in the first instance, to raise issues directly with the relevant member of staff or the Advice Zone (please see the Early Resolution section of the Student Complaints Regulations and the FAQs below). You may wish to talk to the Students’ Union for advice and support:

Student Complaints - Frequently Asked Questions.

- Online Learning Guide. 

The University will do everything it can to minimise the impact of any industrial action on your teaching, learning and assessment. If you feel that you have been disadvantaged because of the strike action, you should talk to your module or course leader in the first instance. 

If you remain dissatisfied and you feel that the University has not taken sufficient steps to minimise the impact of the industrial action on you, then you may submit a student complaint or an academic appeal. 

Further information can be found here: Raising Concerns about the Impact of Industrial Action

A formal complaint relating to the impact on you of the industrial action should be submitted using the form Complaint About Strike Action: Complaints About Industrial Action

Procedural Flowcharts

  • Procedure for dealing with Complaints - Stage 1 (Early Resolution) English | Cymraeg
  • Procedure for dealing with Complaints - Stage 2 English | Cymraeg
  • Procedure for dealing with Complaints - Stage 3 (Request for Review) English | Cymraeg

Previous years' regulations are available on request from the Student Casework Unit. Please email: [email protected]

Individual Complaints

Group Complaints

Request for Review

  • Request for Review of a Student Complaint Form English | Cymraeg
  • Guidance Notes for Request for Review of a Student Complaint Form English | Cymraeg

The following are key changes to the student casework regulations for the 2023-24 academic year:

  • Inclusion of examples of evidence (A3 3.3)
  • Clarification on timeliness of submission (A3 3.6)
  • Clarification that the Investigating Officer will normally be one of the University’s Professional Investigating Officers (A3 3.8)
  • Clarification on when a complaint will be dealt with under HR disciplinary procedures (A3 3.13)
  • Inclusion of a student’s ability to submit a complaint under the Student Complaints Regulations and Procedure if they are unhappy about the process followed under a Human Resources procedure (A3 3.16)
  • Clarification that action may be taken under the Unacceptable Behaviour Guidance where a student behaves unreasonably in their interaction with staff of the University (A3 3.25)
  • Clarification that concerns must be raised no more than three months after the issue leading to the complaint (A4 4.1)
  • Amendment to the methods of obtaining evidence in an investigation (B3 3.4)
  • Clarification on approval of the Checklist of Issues (B3 3.5)
  • Confirmation that early resolution may be attempted at any stage of the process without the need to complete the formal stage, with the complainant’s agreement (B3 3.7)

The General Data Protection Regulations (GDPR) have now replaced the Data Protection Act. An explanation of how the University will use your data can be found here and in the Communication Plan above. Please note that in accordance with GDPR Regulations any third party supporting evidence will only be accepted if it is accompanied by a completed Third Party Consent Form. 

The University aims to ensure that its quality standards are adhered to in the conduct of its examinations. Consequently a separate process has been put in place to allow you to report any issues related to the conduct of an examination with which you were unhappy. This should be submitted within five working days of the examination taking place.

Further details on how to report an issue with an examination can be found here.