Make a Complaint to the University
What does the Complaints Procedure cover?
• Provision or delivery of programmes and/or modules.
• Provision or delivery of academic, administrative or other services delivered by the University
What do I need to do first?
Read the University's Complaints procedure. These can be found on the web-site of the Office of Student Complaints, Appeals and Regulations (OSCAR) - https://www.surrey.ac.uk/currentstudents/study/complaints_appeals/
Establish what stage you are at - the University has a three stage Complaints Procedure:
Stage 1: Informal complaint to seek early resolution
Contact the relevant member of staff in the department/service to raise your concerns - E.G. module leader or student services.
If you are unhappy with the response, you can escalate this to the head of school or manager of the service.
If you have already done this or are still not happy with the response, you can go to Stage 2
Stage 2: Formal complaint to the Office of Student Complaints, Appeals and Regulations
You need to complete the Complaint Form and prepare a statement explaining your complaint
Gather together supporting evidence e.g. relevant documents, emails etc.
Send the form and supporting evidence to OSCAR, who will allocate your complaint to a complaint handler
Stage 3: Complaint Review Panel
Stage 3 is optional and you would only go to this stage if you were not happy with the outcome or handling of the complaint at Stage 2
I need further advice:
You can make an appointment with one of our Academic Advice team. Appointments are for a maximum of 30 minutes, Monday - Friday 10-4pm.
Please email firstname.lastname@example.org with the following information:
Name, Course, Year of study, Details of your case (including what stage of the complaints process you believe you are at), What you need advice on