The University of Westminster is committed to delivering high-quality professional education and training through its short courses and executive programmes.
We recognise that occasionally concerns may arise. When this happens, we aim to resolve issues promptly and transparently.
As a higher education institution, the University operates established complaints procedures to ensure that concerns raised by both short course delegates and employers are addressed through clear and robust processes.
Because short course provision may involve both individual learners and sponsoring organisations, different complaints routes apply depending on who is raising the concern and the nature of the complaint.
Complaints from short course delegates
If a delegate wishes to raise a concern relating to their course experience, teaching, assessment, learning resources, or other University services, they should follow the University's Student Complaints Procedure.
Where appropriate, we encourage delegates to raise concerns informally with the course tutor or the Short Courses Team in the first instance, as many issues can be resolved quickly at this stage.
If the concern cannot be resolved informally, a formal complaint may be submitted through the University's student complaints process.
Further information is available on our Student complaints page.
Delegates may also wish to consult the Short Course terms and conditions below, which outline the contractual arrangements for short course provision.
Complaints from employers or sponsoring organisations
Employers or sponsoring organisations who sponsor employees to attend University of Westminster short courses or commission short course provision may raise concerns relating to the services provided by the University.
Examples of employer service complaints may include, but are not limited to, the following concerns:
- course administration or communication
- programme delivery arrangements
- contractual matters relating to commissioned training
- operational issues affecting sponsored delegates
Employer complaints are managed through the process set out below.
Step 1: Informal resolution
Employers are encouraged to raise concerns in the first instance with the Short Courses Team.
Many issues can be resolved promptly through discussion. The University will normally aim to acknowledge and respond to concerns within three working days of receipt.
Contact: [email protected]
If the issue cannot be resolved informally, the employer may submit a formal complaint.
Step 2: Formal complaint - Stage 1
Formal complaints should be submitted in writing to the Senior Manager, Short Courses.
The University will acknowledge receipt of the complaint within five working days.
The Senior Manager, Short Courses (or nominee) may arrange a meeting or call with the employer representative to discuss the concern and identify an appropriate resolution.
The University will normally aim to resolve the complaint within 21 working days of the initial discussion.
We will issue a written response at the conclusion of Stage 1, outlining the outcome and any actions taken.
Step 3: Formal complaint - Stage 2
If the employer remains dissatisfied with the outcome of Stage 1, they may request a further review.
Requests for review should be submitted within 10 working days of receiving the Stage 1 response.
The complaint will be reviewed by the Director of Business Engagement and Graduate Futures (or nominee), who will consider all relevant information and may arrange further discussion with the employer representative. A written response will normally be issued within 20 working days of the complaint being escalated to Stage 2
Unresolved complaints
In the unlikely event that the complaint cannot be resolved through the University’s internal complaints process, both parties may agree to seek resolution through independent mediation.
Any dispute that cannot be resolved through mediation will be managed in accordance with the dispute provisions outlined in the University's Short Course terms and conditions below.
Continuous improvement
The University reviews complaint information regularly as part of its commitment to improving the quality of short course provision.
Anonymised complaints data may be used internally to enhance service delivery and support continuous improvement across professional education programmes.