Advice Student Complaints This information is accurate as of October 2016
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Student Complaints This information sheet is for all Goldsmiths students This summary is intended as an outline only, and should be read in conjunction with the University Students complaints policies
• http://www.gold.ac.uk/gls/studentcomplaints/procedure/ • http://www.gold.ac.uk/governance/generalregulations/ principlesforhandlingstudentcomplaintsandappeals/ • http://www.gold.ac.uk/governance/generalregulations/ studentcomplaints/
Who can make a complaint? If you’re an enrolled or interrupted student, you should raise your complaint within three-months of the problem. Former students and graduates can also make a complaint under this procedure, but must raise the complaint within two-months of leaving Goldsmiths.
Difference between complaints and appeals The sort of problems you might raise in a complaint could include • academic complaints, such as concerns about module delivery, administration, teaching or feedback; • personal complaints about a member of staff, or another student or group of students; • non-academic and non-personal complaints relating to accommodation, or general non-academic or professional services. You cannot complain about an academic decision such as a result; for this, you need to make an appeal against assessment following a separate procedure. Mediation Mediation does not form any part of the College’s formal procedures, but it’s complimentary and provides an alternative mechanism to resolve an issue. Mediation is a voluntary, structured process that allows parties that
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This information is accurate as of October 2016
2 are in a conflict, or have an issue, to talk about it openly and honestly in a safe and confidential environment, and to work towards a mutually agreeable resolution (this usually takes the form of a signed agreement). This process usually lasts one day and is facilitated by a trained and impartial mediator. If the mediation doesn’t work, you can still lodge a formal complaint. The time spent on the mediation will be taken into account and won’t affect your time limit to lodge a Stage 2 or Stage 3 complaint. More information can be accessed here: http://www.gold.ac.uk/governance/appealsandcomplaints/mediation/
Student Complaint Procedure Stage 1 – Front-line resolution (preliminary discussion) You must raise the issue with the member of staff concerned, with the service manager, or your personal/senior tutor first, with the aim of resolving things locally. This is to try to address the problem directly where it has arisen, so that most difficulties can be sorted-out quickly. Stage 2 - What if Front-Line Resolution doesn’t resolve things? You can then progress to Stage Two (Formal Complaint) by completing the appropriate form and sending it to the Governance & Legal Services Department with your supporting evidence. In order for the complaint to be properly investigated it is essential that the cause and nature of the complaint are explained in full detail, and have attached all supporting evidence in Word or PDF format, or hard-copy. You should detail what attempts have already been made to resolve the complaint, and state the outcome sought. Please get in touch with us as we would be happy to take a look at your complaint form before you submit it. The college aims to resolve all complaints within three months, however, this timeline can vary significantly depending on the complexity of the investigation. In any event, the Appeals and Complaints team will keep you informed of your complaint’s progress.
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This information is accurate as of October 2016
3 Stage 3 - What if I’m unhappy with the outcome of the Stage Two investigation? You can then request a review of the outcome of the investigation, by submitting the Stage 3 review form within one-month of receiving the Stage Two decision. Please be aware that a review request can only be considered if it is based on one or more of the following grounds: • There were procedural irregularities in the investigation of the complaint; or • Fresh evidence can be presented which could not reasonably have been made available with submission of the Stage Two Form; or • The outcome of the investigation was not reasonable in all the circumstances. Pursuing Your Case Further If you are dissatisfied with the outcome at this stage, you would need to go to the Office of the Independent Adjudicator (OIA), an independent body set up to review student complaints: http://www.oiahe.org.uk/
How the SU Advice Service can support you: For help and advice at all stages of the process, email advice@goldsmithsu.org
Contact Us
Visit us on the Goldsmiths Students’ Union website and click on Advice or contact us via e-mail: advice@goldsmithssu.org. http://www.goldsmithssu.org/advice
This information is accurate as of October 2016