Report

Quarterly complaints reporting: November 2024 – January 2025

Updated on 21 May 2025

 

  1. Number of complaints received

     

    Stage Number
    Stage 1 29
    Stage 2 4
    ACR 0
    Total 33

     

  2. Nature of complaint*

     

    Type of complaint Stage 1 Stage 2 ACR
    Admissions 1    
    Facilities and Equipment 2    
    Finance 5    
    Service Provision and Student Support 5    
    Staff Conduct 13 2  
    Student Accommodation 0 1  
    Teaching/Assessment 6 1  
    University Policies, Procedures and Regulations 2 1  
    Other 1    

     

  3. Outcome

     

    Outcome Stage 1 Stage 2 ACR
      4    
    Partially upheld 4    
    Not upheld 4    
    Resolved 1    
    Complaint withdrawn      
    Not taken forward under the CHP 16 4  
    Closed – No engagement with process      

     

  4. Actions taken

 

You Said We did

Incorrect advice given regarding

reimbursement

Reminded staff to check student’s record to ensure they are

eligible for reimbursement

Unprofessional conduct by

member of staff and not responding to communications

 Carry out an internal review of training on professional communication and conduct

 

*Note this may be higher than the total number of complaints as often more than one type of complaint was raised.

From Academic and Corporate Governance
Corporate information category Complaints