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Student Complaints Policy and Procedure

The Student Complaints policy and procedure ensure there is a clear, fair, and effective process to handle student complaints.

Find out how to raise a complaint and how the university will respond by reading the Student Complaints Policy and Procedure.

If you are a Student Apprentice please find the Student Apprentice Complaints Policy and Procedure.

Student Complaints aims to:

  • Ensure that where issues arise resolution is sought promptly and to the satisfaction of all parties, whenever possible or appropriate.
  • Ensure the Â鶹´«Ã½ is a responsive organisation that welcomes feedback and learns from complaints to improve our academic provision, service standards and the student experience.

The Â鶹´«Ã½ will not penalise any student for raising a complaint they are genuinely concerned about, even if the concerns turn out to be misplaced.

Stages of the Complaints Process

The complaints process will have no more than three stages:

  • Stage 1: Early resolution at the local level, where this is possible
  • Stage 2: Formal resolution stage
  • Stage 3: Appeal stage

This is to allow issues to be resolved as efficiently as possible and at the appropriate level.

Students wishing to raise a formal complaint should complete a Stage 2 complaints form.

Advice and Support

We understand it can take courage to raise a complaint. There are several services that can support you before, during and after submitting a complaint.

We want you to be fully supported throughout this process.

You can contact the for a free confidential service that is independent of the University.

You will be offered the opportunity to bring a friend, family member or other support person to any meetings.

If you have a disability or any specific needs that require adjustments to this Student Complaints process, please email student-complaints@bath.ac.uk in order for arrangements to be made.

If you have a disability, you can also be accompanied to the meeting by a Disability Support Worker or adviser if required.

Support and advice is also available from the Student Support Advice Team by email to studentsupport@bath.ac.uk.

Enquiries

If you have any questions, please contact us.


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