The Policy

Definition of a Complaint: Any concern or dissatisfaction related to the student experience.

This can include issues with how your course is managed or the services and facilities provided by the University. Concerns about academic matters and issues relating to other students are covered by different procedures (see Appeals and Student Conduct Policy).

The Complaints Team generally does not handle anonymous complaints, but if they do receive one, they will decide whether to investigate it. In making this decision, they will consider the seriousness of the issues raised, the credibility of the allegation, the evidence received, and the likelihood of confirming the allegation.

They will also ensure that you are not discriminated against as a result of raising concern

Procedure

Complaints can be made by either an individual student or a group of students with the same complaint. If a group complaint is made, one student will need to be the main contact.

Informal Procedure

The complaint must first be raised informally by speaking with a member of staff in the area where the complaint has arisen. If informal discussions do not resolve your complaint, you may raise your concerns with the Complaints Team.

Complaints related to halls accommodation are dealt with under the Residential Halls Complaints Procedure. If you cannot resolve the complaint through this procedure, it can then be addressed by the Complaints Team.

The Complaints Team can be contacted by emailing complaintsadvice@port.ac.uk or by calling 023 9284 3110.

Formal Procedure

You can submit a formal complaint by contacting the Complaints Team directly via email, telephone, or their Complaints Form.

The university has criteria that will make your formal complaint eligible for investigation:

• Name and contact details
• A factual explanation of the circumstances, the nature, and origin of the complaint
• Details of any prior attempts to resolve the issue
• The reason why you are not satisfied with the outcome of your informal complaint
• Evidence to support your complaint
• Your preferred outcome

You can send your complaint back to us for feedback, but do not await feedback from our service if it means missing your deadline to complete the process.

If your complaint is deemed ineligible, you will be advised of the reasons and any further actions.

If it is deemed eligible, you will be contacted within 5 working days to outline the next steps of the investigation. Once an investigator is designated, they will conduct separate meetings with you and relevant members of staff. After the investigation is complete, a final report will be written. The complaint will then be deemed either fully justified, partially justified, or not justified, and plans of action should be put in place.

Review

If you are not satisfied with the final report or proposals of action you may ask for a review by the executive director of corporate governance.

There are limited grounds you can request a review, these include:

• That the investigation was not completed according to the procedures
• A consideration of whether the outcome was reasonable in all the circumstances
• You have new evidence which you were unable, for valid reasons, to provide earlier in the process. 

In order to request a review you must email claire.dunning@port.ac.uk within 10 working days of receiving the outcome of your formal complaint. 

Once the review is complete you will be sent a completion of procedures letter and if you are unhappy with the outcome you may submit a complaint to the OIA.