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Student Regulations

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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.

Regulations and Procedures 2024-2025

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]

Regulations and Procedure 2023-2024

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]

Forms and Guidance

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

Amendments to Regulations 2024-25

The following are key changes to the student casework regulations for the 2024-25 academic year:

Student Complaints Regulations

  • Inclusion of a section on complaints about external organisations (para 2.13)
  • Clarification that where another procedure is already in process, the Head of Student Casework (or nominee) will decide whether it is appropriate to allow the complaint to proceed at the same time as the other procedure, or whether the complaint should be paused until it has been completed (para 3.28)
  • Clarification that the University does not normally consider it necessary for a legal representative to act on a student’s behalf unless there are exceptional reasons, such as complex points of law, that mean this is required (para 5.1)

Student Complaints Procedures

  • Referral to further information on support for students (Advice and Support for Students para 1)
  • Clarification that if a student has been provided with their preferred outcome at the Early Resolution stage, and consequently a formal investigation would lack purpose, we reserve the right to deem any subsequent formal complaint on the same issues as inadmissible (Procedure for Stage 1 – Early Resolution, para 5 and Procedure for Stage 2 – Formal Investigation, para 1)
  • Re-wording of ground for review d) (Procedure for Stage 3 – Request for Review, para 3)
  • Addition of a section on complaints about Disabled Students Allowances (Submitting a Complaint to an External Organisation, para 5).

The General Data Protection Regulations (GDPR)

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. 

Examination Issues

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.