What is a complaint?

We want every student to enjoy their time at University, but we know that sometimes things do not go as expected. If something has not gone right, we want to hear about it. Complaints help us to understand when things need to improve, and it gives us a chance to put things right for you and for others. 

You have the right to raise a complaint, without this placing you at a disadvantage. We are here to support you through the process and make sure your concerns are taken seriously. 

A complaint is when a student feels unhappy about something the University has done or not done. It could be about the quality of teaching or service provided by the University or someone acting on its behalf. 

Here you can find out how to raise a complaint and how we will respond to it. Please read our procedure which provide more extensive information about the process. 

If you have experienced bullying, harassment or discrimination, the University’s Dignity and Respect Policy sets out the support available and how your concerns can be raised. Formal complaints of this nature are usually handled under the Student Complaints Procedure, Student Disciplinary Procedure, or Staff Disciplinary Procedure, depending on the situation. Please contact us and we will help you to understand which procedure you should follow. 

Who can complain?

All students currently registered on a programme of study delivered at the University of Bradford, or the University of Bradford International College (UBIC) or another Collaborative Partner Institute. 

If you are a recent graduate, or if you have been suspended, withdrawn, excluded or expelled, you can submit a complaint as long as it is within three months of your graduation or the date your registration ended. 

If you are a UBIC student, you can follow this procedure. However, there are some minor differences. Initially, you should contact the internationalcollege@bradford.ac.uk to see if they can resolve your complaint under Early Resolution. If you remain unhappy following early resolution, you can submit a formal complaint. Your complaint will be allocated to an Independent Investigating Officer at UBIC. If you submit a review stage complaint, this will be considered by an Independent Investigating Officer at the University. 

Students studying at other Collaborative Partner Institutions, should follow their complaints process first, but if you remain unhappy with their outcome you can ask the University to review your complaint under our Student Complaints procedure. 

What are the stages of the complaints procedure?

The Student Complaints Procedure is divided into three stages:

• Early Resolution, which emphasises resolution at the ‘local’ point where the issue arose before it escalates into a formal complaint;
• The Formal Stage, in which the complaint will be formally investigated and a formal response issued;
• The Review Stage, in which a formal review of the complaint is undertaken.

Who can I get help from?

The University recognises that involvement in the Student Complaints Procedure can be a difficult and worrying experience. Support, assistance, and advice on all aspects of the complaints procedure, including the preparation and submission of your complaint, is available to students from the Students’ Union Advice Service (ubu-advice@bradford.ac.uk) or telephone (01274) 233300. The University strongly encourages students to access this support.

Disabled students, including students with mental health issues, who, for impairment reasons, might experience difficulty in accessing any aspect of the Student Complaints Procedure, may seek assistance from the Disability Service (disabilities@bradford.ac.uk) or the Mental Health Service (mhadvice@bradford.ac.uk) 

What is the early resolution stage?

The University aims to resolve most complaints informally. If something has gone wrong, you should first speak to the Faculty or Professional Service area where the issue happened. This is called the Early Resolution stage. 

We encourage you to raise your concern as soon as possible, ideally within 10 working days of the incident, last act or omission which is the cause of your complaint. However, because situations can vary, you can submit a complaint up to one calendar month after the issue occurred. 

You can raise your concern in person or in writing. Most complaints at this stage are handled through discussion, and we aim to resolve things quickly and fairly. 

What happens if my complaint isn't resolved at the early resolution stage?

If you remain unhappy with the outcome through Early Resolution, or if the issue is too serious to be handled informally, you can submit a formal complaint. 

You should normally do this within one calendar month of the end of the Early Resolution stage, or of the incident, last act or omissions which is the cause of the complaint, if Early Resolution was not used. 

If you need more time to submit your complaint, we may still be able to accept it, but only in exceptional circumstances. You will need to explain why you could not meet the deadline and provide supporting evidence (for example, if you were seriously unwell and missed the deadline). 

We recommend using the Formal Stage Complaint Form which helps make sure you include everything needed. If you prefer, you can submit your complaint in writing without the form, but please note that this might mean some important details are missed. Your complaint should include: 

- What happened and why you are raising a complaint? 

- What you did to try and resolve it informally? 

- Why you remained unhappy with the response or why Early Resolution was not suitable? 

- If your complaint is late explain why you were unable to complain earlier

- Any evidence you have to support your complaint? 

- What outcome or resolution you are seeking? 

Send your Formal Stage Complaint Form or written request to the Casework Manager at complaintsandappeals@bradford.ac.uk. 

Once we receive your complaint, we will let you know how it will be handled.  

You should normally receive a written outcome within one calendar month. If this takes longer we will keep you informed. 

The outcome letter will explain our decision, any action we are taking to resolve the issue and any next steps. 

What happens if my complaint is still not resolved at the formal stage?

If the response is still not acceptable to you, you can submit a Review Stage complaint. Please complete: Complaint form- Review Stage and send it by email to complaintsandappeals@bradford.ac.uk within ten working days of the Formal Stage outcome letter. Before submitting a complaint at the Review Stage, you are encouraged and advised to contact the Students’ Union Advice Service for independent advice and support (ubu-advice@bradford.ac.uk). 

If you need more time to submit your complaint, we may still be able to accept it, but only in exceptional circumstances. You will need to explain why you could not meet the deadline and provide supporting evidence (for example, if you were seriously unwell and missed the deadline.

The request should explain why the outcome at the Formal Stage was considered unsatisfactory and should include copies of all documentation provided to you at the Formal Stage along with any other documentary evidence relevant to your complaint. The complaint should also set out the grounds on which you are requesting a review at the Review Stage. The grounds permissible are: 

• That there was an irregularity in the operation of the procedure at the Formal Stage which resulted in disadvantage to the complainant.
• On the facts available at the Formal Stage, the decision and outcome were not reasonable.
• That new evidence has become available which had not previously been disclosed. Consideration of such evidence will only take place in exceptional circumstances and the complainant will be required to explain why such evidence could not be disclosed at an earlier stage of the complaint. 

The timescale for a review will depend on the complexity of the complaint under consideration. However, you should normally expect a written outcome at the Review Stage within one calendar month of the submission of the request for the review. If this timescale will be exceeded, you will be notified of the revised timescale. 

If your complaint is upheld, you will receive an outcome letter outlining the outcome of the Review Stage complaint and any remedy or redress offered by the University. At your request we can provide you with a Completion of Procedures letter.

If your complaint is not upheld or partially upheld, you will receive a Completion of Procedures letter outlining the outcome of the Review Stage complaint and any remedy or redress offered by the University. 

There is no further internal procedure that you can follow, as this decision is final. 

If you are unhappy with the outcome or a decision not to allow the Formal or Review Stage to proceed, you may seek to have this considered by Office of the Independent Adjudicator (OIA), provided the complaint is eligible under their rules. 

Normally, you can only escalate your case to the OIA if you have exhausted all the stages in this procedure and have received a completion of procedures letter.   

Please note that you must raise a complaint with the OIA within 12 months of receiving the completion of procedures letter.  

We strongly recommend that you contact the Students’ Union who can support you with your appeal and if you wish to escalate your case to the OIA. Their trained advisors can offer independent advice and can be contacted by emailing ubu-advice@bradford.ac.uk; or telephone 01274 233300.