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.

Previous years' regulations are available on request from the Student Casework Uni. Please email: studentcasework@southwales.ac.uk.

Individual Complaints

Group Complaints

Request for Review

The following are key changes to the student casework regulations for the 2018/19 academic year. All regulations have been updated to include reference to the Dubai Campus where appropriate.

  • Mediation will no longer be offered to students, as other methods of early resolution have proved to be more effective.
  • Amendments to the timescales for dealing with complaints from calendar days to working days.
  • Clarification that a complainant will be issued with a Completion of Procedures Letter if a complaint is deemed not eligible for review.

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.