Please see the procedure below for details on how to make a formal written complaint to St Mary's University.
Please ensure that you read the Complaints Procedure before completing a Complaints Form.
If you are unsure the grounds for your complaint or the procedures you are required to follow, you can seek advice from the Students’ Union or email the Student Conduct and Complaints Officer under complaints@stmarys.ac.uk.
The type of complaint will determine your point of contact. Please refer to the list below for your reference:
- Admissions
- Estates and Facilities (e.g. residential maintenance, grounds, etc.);
- Finance (e.g. the administration of the collection of fees);
- Information Services (e.g. the Library, learning resources, etc.);
- Information Technology (IT infrastructure, Wi-Fi, etc.);
- Marketing (e.g. website, marketing materials, Open Days);
- Registry (e.g. academic regulations, exams, module registration, etc.);
- Research Office (support for Research students);
- Student Services (e.g. student accommodation, student funding, counselling, etc.);
- Catering (e.g. the Refectory).
If you are still unsure of where to direct your Stage 1 complaint, please email complaints@stmarys.ac.uk
If you complaint is in relation to the conduct of a member of the Senior Management Team (SMT), it should be submitted in writing to the relevant manager. Please refer to the list below for information:
- Chair of Board of Governors - for complaints about the Vice Chancellor
- Vice Chancellor - for complaints about Pro Vice Chancellors, Chief Operating Officer, Senior Director of People
- University Provost - for complaints about Heads of Academic Departments and the Head of Registry
- Chief Operating Officer - for complaints about the Director of Estates and Facilities
Before engaging with the formal complaints process it is strongly advised that attempts are made to resolve the issues or concerns informally.
You must refer to the Students Union Constitution if you wish to make a complaint about the SU.
There are three possible stages within the students complaint procedure.
- Stage 1 – Submit complaint in writing
- Stage 2 – Submit Stage 2 complaint form & Complaints Panel convened
- Stage 3 – Review of the Stage 2 Complaint decision
STAGE 1
What happens at Stage 1 of the complaint process?
If the complaint has not been successfully resolved informally then you may initiate Stage 1 of the formal complaint process.
- Submit your complaint in writing to the University to complaints@stmarys.ac.uk. You must outline your concerns and provide any supporting evidence with your complaint.
- An independent investigating officer appointed by the relevant Manager / Head of Department or Service will aim to resolve your complaint within 10 working days. If there is a delay you will be advised of the timescale in writing accordingly within that time frame.
- Upon receipt of the outcome letter from the University you will be required to respond to the correspondence and confirm if you accept the proposed solution to your complaint
STAGE 2
What happens at Stage 2 of the complaint process?
If you are not satisfied with the proposed resolution of your complaint at Stage 1 of the complaints procedure you may escalate your concerns to Stage 2. This stage involves a Complaints Panel hearing convened for the purpose of investigating the complaint in order to reach a resolution.
- Submit a completed Stage 2 Complaints Form with a supporting statement and any documentary evidence to complaints@stmarys.ac.uk.
- Head of Department/ Service or Senior Manager will invite you to a hearing and inform you of the scheduled date and time.
- At the hearing you will have the opportunity to present your case in person and exhibit your supporting evidence to the Panel.
- Once the panel have reached a conclusion on your complaint you will be issued with an outcome letter normally within 10 working days of the hearing. If there is a delay you will be advised of the expected timescales within that 10 working day period.
The Complaints Panel is comprised of the following:
- Chair – Head of Department or Service / Senior Manager (or nominee)
- Independent panel member – staff member from another department / service who has had no prior involvement in the case
- Student Union – A representative of the SU who has had no prior involvement in the case
Yes, you are entitled to bring a friend or Student Union representative for appropriate support, guidance and/or representative.
Please note: legal representation is not permitted.
If, following the panel hearing your complaint has not been upheld you may escalate your complaint to Stage 3 of the student complaints procedure to review the decision made at Stage 2 of the process.
You are only able to further your complaint under one or more of the following grounds:
- “You are able to present new information relevant to the case which could not be revealed for valid reasons or could not have been known at the time of your submission to the Stage 2 Complaints Panel”
- “There were procedural irregularities in the conduct of the Stage 2 procedures”
- “There was bias in the Stage 2 procedures”
Submit a completed Stage 3 complaint form to the complaints@stmarys.ac.uk within 10 working days of receipt of the Stage 2 complaint outcome letter.
The subject of your complaint will determine who to submit the Stage 3 form to. Please refer to the table below for your information:
Chief Operating Officer for complaints about: Catering, Corporate Planning, Estates and Facilities, Health and Safety, Finance, Information Technology
University Provost for complaints about: Academic Departments, Learning and Teaching, Registry
Pro Vice Chancellor (Research and Enterprise) for complaints about: International Office, Communication, Marketing & Recruitment
Senior Director of People for complaints about: Chaplaincy, Human Resources, Legal Services, Student Services
Once the Pro Vice Chancellor has received your Stage 3 complaint form and has determined that you have sufficient grounds a Stage 3 Review Panel is convened to deliberate on the case.
The Pro Vice Chancellor will contact you with an invitation to the Stage 3 Review Panel Hearing notifying you of the scheduled date and time.
If you have any relevant evidence you wish to exhibit to the Panel you must provide this at least 5 working days in advance of the hearing.
At the meeting you will have the opportunity to present your case in person and exhibit any written statement(s) and documentary evidence to the panel.
Once you have presented your case in person you will be requested to leave the hearing whilst the panel members deliberate, taking into consideration all evidence and information presented.
You will then be informed in writing on the conclusion of your case, normally within 10 working days. If there is a delay in communicating the decision reached by the Panel you will be advised of the expected timescales accordingly.
- Chair – Pro Vice Chancellor
- An independent senior member of staff who has had no prior involvement in the case
- A Student’s Union Representative
Yes, you are entitled to bring a friend or Student Union representative for appropriate support, guidance and/or representative.
Please note: legal representation is not permitted.
The Student Complaints procedure states you are required to submit your Stage 3 complaint “within 10 working days of receipt of the outcome from the Stage 2 Complaints Panel”. If there is a delay suitable evidence must be provided to justify the reasons for your late submission.
Copies of all relevant correspondence from the Head of Department or Service / Senior Manager in relation to the conclusion of your Stage 2 complaint.
It is advised that you either speak to your Personal Tutor or a representative of Student’s Union for further support and guidance before submitting your complaint.
If you are unhappy with the Stage 1 outcome of your complaints investigation you will be advised by the Director of Head of the Research office on how to progress your complaint with Liverpool Hope University / University of Surrey.
The student’s complaints procedure policy outlines “complaints lodged over three months after the act or omission complained of, or those lodged over three months after you have withdrawn or graduated will only be considered in exceptional circumstances”
Your complaint should be submitted to the Head of Registry in writing to complaints@stmarys.ac.uk. Please ensure there is evidence attached to your complaint corroborating the reason behind the delay.
Third party complaints are not accepted. Students must directly submit their formal complaint with any supporting documentary evidence to substantiate the concerns raised.
The time it will take to resolve your complaint varies depending on the complexity of your case.
If you are dissatisfied with the outcome of your complaint investigation and/or believe the internal complaints process has been incorrectly conducted you are entitled to refer your case to the Office of the Independent Adjudicator (OIA). Please note this is only permitted once all stages of the complaint process has been exhausted and a Completion of Procedures letter has been issued by the University.
For further information about the OIA please visit OIAHE website.