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. 

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 2021/22 academic year. 

  • The following are key changes to the student casework regulations and procedure for the 2021/22 academic year. 
  • Removal of reference to the Dubai campus and removal of specific reference to distance learning (section A1 1.3)
  • Correction of ‘Dignity at Study Procedure’ to ‘Dignity at Study Policy’ (section A2 2.3)
  • Correction through removing ‘regulations’ when referring to the Student Conduct Procedure and/or the Fitness to Practise Procedure (sections A2 and A3)
  • Change of reference from Associate Registrar: Student Casework to Head of Student Casework (sections A, B and C)
  • Addition of ‘admissibility of complaints’ section to clarify explicitly that issues which have previously been considered under the Student Complaints Regulations and Procedure and/or the Academic Appeals Regulations and Procedure cannot subsequently be reconsidered as a student complaint at a later date. The second point can already be found and cross-referenced under section A2 2.20 of the Academic Appeals Regulations and Procedure (see A3 3.25 and A3 3.26)
  • Clarification that the investigation will be based on a Checklist of Issues agreed between the Student complainant and the Investigating Officer (see B3 3.5)

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.