The University of Westminster strives to provide an excellent experience for all organisations providing work opportunities for our students and graduates. However, we acknowledge that from time to time, there may be an issue that needs special attention if it is to be resolved quickly and equitably.
Organisations who provide paid or unpaid work-related opportunities for our students or graduates, and who wish to raise a concern or make a complaint related to their interactions with our students, graduates, staff or services through such opportunities, may do so through this complaints process.
1. Types of complaint
1.1. Complaints regarding the conduct of students, graduates or staff involved in paid or unpaid work opportunities should be submitted by the organisation. Such complaints are managed in accordance with the process set out on this page.
1.2. Where a student involved in a paid or unpaid work opportunity wishes to raise a concern regarding any aspect of their academic provision or careers support, the matter should be directed to the Student Complaints Procedure.
1.3. Apprenticeship partners should be referred to the Apprentice and employer complaints guidance and process.
1.4. Alumni of the University of Westminster who wish to raise concerns related to their experience as graduates may find the Alumni Complaints Procedure more appropriate.
1.5. Employers participating in short courses can refer to the short courses terms and conditions below, or contact the Short Courses team directly for support relating to any issues arising.
2. Important information to note before submitting a complaint
2.1. In line with the Terms of Service for Organisations Providing Work Opportunities, organisations may submit complaints relating to any issues involving students, graduates, staff or the services encountered during a work-related collaboration.
2.2. In the first instance organisations are asked to informally raise their concerns with the Employer Engagement Team on [email protected]. A member of the team will acknowledge the complaint within five working days.
2.3. Where a complaint is not resolved at the informal level organisations may choose to escalate the complaint to the formal process outlined in section 3.
2.4. All formal complaints should be made in writing, preferably via email to [email protected].
2.5. Complaints can only be investigated fully if the complainant provides full disclosure of their identity. Anonymous complaints cannot be investigated.
Complaints should include key details such as:
- Who and/or what the complaint is about.
- Relevant name(s) and contact details for the complainant.
- Details of when the incident took place (it must be no later than 90 days after the incident has happened).
- Evidence to support the complaint.
- Your expectations for the outcome of the investigation.
2.6. Complaints may not be investigated if:
- The complaint concerns an incident that took place over 90 days ago.
- The organisation is involved with another live complaint investigation that is yet to be concluded.
3. Formal complaint: Stage 1
3.1. Where an informal complaint has not been resolved to the satisfaction of the employer, the University operates a robust formal complaints procedure that provides transparent and equitable processes for all parties.
3.2. At stage 1, complaints should be addressed to the Director of Business Engagement and Graduate Futures and submitted via [email protected].
3.3. Within 10 working days of acknowledging receipt of a complaint the Director of Business Engagement and Graduate Futures, or appropriate nominee, shall have a meeting or telephone call with the organisation that has raised the complaint to discuss the issue(s) and set out the requirements for successful resolution.
3.4. Both parties should aim to reach an equitable settlement within 21 working days of the first meeting. Where this timeframe is not possible, the timescale may be extended and the organisation will be informed of the reason for the delay and the revised response date. During this time, the Director of Business Engagement and Graduate Futures and organisation representative may wish to have further meetings or telephone calls to discuss the complaint and options for potential resolution.
3.5. In closing stage I of the formal complaint process, a full written response will be provided by the Director of Business Engagement and Graduate Futures to the employer via email. This is true whether the complaint has been successfully resolved or not.
4. Formal complaint: Stage 2
4.1. Where a formal complaint has not been resolved to the satisfaction of the organisation at Stage 1, Stage 2 offers the opportunity for further review by the University’s Chief Operating Officer or nominee.
4.2. A request to review the complaint at Stage 2 may be made only on one or more of the following grounds. If:
- There was a procedural irregularity in the consideration of your complaint at Stage 1.
- New evidence has come to light which was not previously reasonably available and that this new evidence would have had a significant impact on the Stage 1 outcome.
- The Stage 1 decision and/or any remedy was/were unreasonable in light of the evidence.
4.3. If the organisation representative would like to request a further review of the complaint by the University’s Chief Operating Officer or nominee, they should respond to the written response from Stage 1 within 10 working days. Responses should be sent to the University’s Chief Operating Officer via [email protected].
4.4. In managing the complaint, the University’s Chief Operating Officer or nominee will refer to the Stage 1 resolution written response and any other information provided in seeking an equitable resolution.
4.5. The University’s Chief Operating Officer or nominee will arrange to meet with the organisation representative to discuss the formal complaint and seek to reach an equitable settlement normally within 20 working days of the complaint being escalated to Stage 2.
4.6. We expect that all complaints should be successfully resolved by completion of Stage 2. In closing stage 2 of the formal complaint process, a full written response will be provided to the organisation, via email.
Last reviewed: March 2026