- Download the Student Complaints Procedure (PDF)
- Download the Student Complaints Process (PDF)
- Download the stage 2 Formal Complaints Form (Word Doc.) and (PDF)
- Download the stage 3 Appeal Against the Formal Complaint Decision form (Word Doc.)
- Download our Guidance on making a formal complaint (PDF)
Download our Student Complaints Procedure for FCA regulated activities (PDF). This procedure applies only to these specific areas:
- Debt Advice and;
- Instalment Credit arrangements
What is a student complaint?
The University works hard to provide a high quality service to you at all times and in all areas and activities. However, if you ever feel that the standard of academic or service delivery falls short of what may reasonably be expected, you should refer to the Student Complaints Procedure to find out how best to raise and resolve issues.
Complaints are dealt with without recrimination. This means that if you make a complaint in good faith and in accordance with this procedure, you will not suffer any disadvantage or reproach and your studies while at the University will not be prejudiced as the result of making a complaint.
The complaints procedure should not be used to:
- request a new or different service or provision
- express complaints about individuals or organisations with which the University does not have a contractual relationship.
If you would like to request a new or different service or provision, please contact the appropriate departmental manager.
If you have a complaint about the Students' Union or the services it provides, please raise the issue with the Chief Executive of the Students' Union.
Please note: The Student Complaints Procedure is intended for the use of current, fully enrolled students at the University of Westminster. Prospective students and applicants should not use this complaints procedure.
It is important to note that the University distinguishes between complaints and academic appeals:
Complaint is defined as any expression of dissatisfaction with the standard of service provided by the University, or with the actions or lack of actions by the University or members of staff. Any complaint against a named member of staff will be addressed as a complaint against the University. Grounds for complaint might include:
- Dissatisfaction with the standard of academic or service provision (e.g. course design, curriculum content and structure, assessment arrangements and information, resources and facilities, halls of residence)
- Dissatisfaction with the quality of supervision or tuition
- Issues of inappropriate conduct by a member of staff
- Failure, on the part of the University, to meet stated obligations (e.g. those set out in the prospectus or on the website).
Note: This student complaints procedure may not be used to challenge academic judgement concerning performance and progress, or to appeal against the decision of an assessment board.
Academic appeal is defined as a request for a review of a decision of an assessment board on student progress, assessment and awards. This includes challenges to the outcomes of the mitigating circumstances process.
How can I make complaint?
Important: When pursuing a complaint, it is important that you are aware of the University's related Unacceptable Behaviour Policy.