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University Complaints and Feedback Procedure

Introduction to the University Complaints and Feedback Procedure

The University is committed to providing to all its users high quality services which will be managed efficiently and which will be publicised with clarity and precision. We strive to deal with all users in a manner which is fair, efficient and courteous, and within the letter and spirit of the University’s Dignity at Warwick policy.

However, there will be rare occasions where a service user (whether a student, member of staff or member of the public) feels that her/his expectations have not been met. In these circumstances you are entitled to give feedback or make a complaint about the department or service in question. The below procedure outlines how to go about doing this.

Please be aware that this procedure outlines the correct process for providing feedback or for making a complaint about a particular service you have received from the University. While we welcome the contribution of staff, students and the public as to wider ideas for improving institutional policies and practices, if you do wish to submit such an idea you are asked to use the appropriate consultative processes for doing so.

1. How to give feedback or make a complaint

2. Feedback or complaints relating to the teaching or learning process

3. Complaints relating to disciplinary issues, harassment issues, staff grievances, research misconduct or whistleblowing

4. Complaints or feedback relating to other matters

5. What you need to know about submitting a complaint or providing feedback

6. What you can expect from the complaints and feedback process

 

How to give feedback or make a complaint about a service you have received

The route you take for providing feedback or making a complaint will depend upon whether you are a student (see the new Student Feedback and Complaints Resolution Pathway), member of staff or engage with the University and its activities and services in another way. Additionally, it will depend on whether it relates to complaints dealt with under the University's Disciplinary Regulations, the Dignity at Work and Study Policy the Code of Practice for the Investigation of Research Misconduct or the Whistleblowing Code of Practice.

Feedback or complaints relating to the teaching or learning process prior to 29 Sept 2014

This process has been replaced by the new Student Feedback and Complaints Resolution Framework from 29 September 2014. For further information about this and the Student Complaints Resolution Pathway and associated Procedure, please see the webpages at www.warwick.ac.uk/go/studentfeedbackandcomplaints

 

[If you are a student and wish to provide feedback or make a complaint relating to the teaching and learning process, please follow these simple steps:

1. Firstly you should contact the member of staff in your academic department whose actions have caused the issue to occur. You may talk to your Personal Tutor for advice. If you believe the issue is of a general nature relating to the teaching and learning provision in your department, you may alternatively contact your SSLC representative who can raise the matter on your behalf.

2. If, having followed step 1, you have not received a response to your satisfaction, or you are uncomfortable with approaching the appropriate contact directly/you feel it would be inappropriate to contact them about the matter, you may contact the relevant Head of Department. If you do not feel comfortable doing this directly, you may contact the Students' Union's Education Officer, your Personal Tutor or the Senior Tutor for advice.

3. If after contacting the Head of Department you remain dissatisfied with the outcome of consideration of your complaint, the University has a Student Academic Complaints Procedure to deal with complaints about the teaching and learning process, provided that the complaint is received within three months of the occurrence about which the complaint is made.]

Complaints relating to disciplinary issues, harassment issues, staff grievances, research misconduct or whistleblowing

These complaints each have their own particular policies. Please consult the following links if considering making complaints of this nature:

Disciplinary Regulations - these deal with student misconduct which interferes with the proper functioning or activities of the University, with those who work or study at the University, or which otherwise damages the University.

Dignity at Warwick Policy for Staff and Students - evidence of harassment and bullying is defined as unacceptable behaviour as perceived by the employee, which subjects an individual or group to unwelcome attention, intimidation, humiliation or ridicule, or violating an employee’s dignity. The behaviour or treatment may relate to a person’s gender, disability, race, religion, sexual orientation, age or any other reason.

Staff Grievances - The Human Resources Grievance Procedure applies to non-academic staff. Grievances are concerns, problems or complaints that employees raise with their employer.

Code of Practice for the Investigation of Research Misconduct - this includes but is not exclusive to the fabrication or falsification of research data, the use of another person’s ideas, work or research data without appropriate acknowledgement and/or misleading ascription of authorship to a publication. If an individual has a complaint about the way the Research Misconduct process itself is being operated and have tried to resolve it directly with the individual(s) responsible but have not been able to, s/he should contact the Director of Delivery Assurance (see below) on behalf of the Registrar.

Whistleblowing Code of Practice - this makes provision for staff or students or anyone contractually connected with the University to raise concerns about serious malpractice within the University and to do so with the knowledge that their action will be viewed positively and that they will be protected from victimization.

If you are uncertain as to whether your particular complaint falls under one of the above, you should consult with your Personal Tutor, the University Senior Tutor or the Students' Union for advice if you are a student, or your HR Adviser if you are a member of staff.

Complaints or feedback relating to other matters

If you are a member of staff or a member of the public who wishes to provide feedback/make a complaint about any area of University service that you have received that is not covered above, please take the following steps:

1. If your comment involves a specific feedback or complaint, you should call the general departmental enquiries number or email as listed on the appropriate departmental website. Some University departments specifically provide guidance on their departmental websites about giving feedback or making a complaint. You may also seek advice from the Senior Tutor or the Students' Union if you are a student, or your HR Adviser if you are a member of staff.

2. If your feedback is of a general nature and/or you are not aware of a more direct or local route to provide it, please do use the University's General Feedback Form. This form is not to be used for complaints, however, but your views (compliments or concerns) on the University's services or operations for which you are not expecting a response or action in relation to your particular case.

3. If after communicating your concerns to the relevant department you feel that the issue has not been resolved to your satisfaction in a timely way and you wish to complain, you should write to the relevant Head or Director of the department who will provide an initial response typically within five working days of receipt.

4. If after the Head or Director has investigated your complaint it has still not been resolved to your satisfaction, you are advised to submit your formal complaint to:

The Director of Delivery Assurance
Registrar's Office
University House
University of Warwick
Coventry
CV4 8UW

All such letters will receive an initial response within five working days of receipt. If possible, to aid in the speed of resolving your complaint, it should be submitted by email (together with any supporting evidence or documentation) to complaints@warwick.ac.uk and will be acknowledged within three working days of receipt. You will then be provided with information as to how your complaint will be taken forward.

5. If you remain dissatisfied with the final outcome (and proposed resolution) of your formal complaint, you will have exhausted the University’s internal complaints procedure.

What you need to know about submitting a complaint or providing feedback

  • Don’t be afraid to give feedback or make a complaint. We are committed to ensuring we deliver the best service possible and your comments help us to do that.
  • If you are a student, you are encouraged to seek the advice of your Personal Tutor, the Senior Tutor and/or the Students' Union when considering making a formal complaint
  • If you are a member of staff, you are advised to contact your HR Advisory before making a formal complaint.
  • Please ensure that you follow the route for complaints or feedback outlined above. Occasionally the nature of your complaint may mean that it will require the immediate attention of the Head of Department/Director, and in a smaller number of cases, the Director of Delivery Assurance on behalf of the Registrar. However, in the large majority of cases your complaint will be dealt with more quickly if it is first directed to the relevant member of staff or local front-line service provider.
  • Please be patient. We take seriously all feedback and complaints. You should expect a prompt initial response to any complaint, but where a complaint requires investigation it may take more than a few days.
  • Student complaints which have exhausted the University's internal procedures as set out in the Student Complaints Resolution Pathway may be referred to the Office of the Independent Ajudicator as the independent body established to review student complaints. Complaints from members of staff, staff grievances, and cases of whistleblowing have seperate processes for appeal or independent review and the applicable policy or procedure should be consulted for details.

What you can expect from the complaints and feedback process

  • Feedback will be used as part of a ongoing process of improvement.
  • All complaints will be taken seriously and every effort will be made to resolve the complaint to your satisfaction at an early stage.
  • Whoever receives and handles the complaint, you should expect a response within a reasonable time frame and for your contact with the University to be characterised by courtesy and respect at all times.
  • Where a formal written complaint is made to a senior manager or the Director of Delivery Assurance (via email at complaints@warwick.ac.uk), you should receive an acknowledgment normally within five University working days of receipt.
  • Where a complaint is made, you should expect to be kept informed as to the steps taken and progress made in resolving the issue that gave rise to the complaint.
  • Where a particularly serious complaint is made, eg harassment, you should expect that the matter will receive the utmost attention and be handled with sensitivity and that your confidentiality will be respected - if at any stage in the complaints process it becomes necessary to reveal your identity to progress the matter further, your permission will be sought.