CSM student and staff handbook

9.9 Student complaints procedure

We make every effort to ensure that you have the best experience possible while studying at Exeter. However, we recognise that there may be occasions where you are dissatisfied with some aspect of your experience at the University.

The Student Complaints procedure is designed to cover the following types of complaint:

  • a failing in a University service, academic or non-academic
  • misinformation about academic programmes
  • poor teaching or supervision
  • insufficient facilities

If you are unhappy with your experience or with the service you have received you are encouraged to first talk directly with the person responsible. If you wish to make a formal complaint full details of the Student Complaints procedure can be found by clicking on the following link: http://www.exeter.ac.uk/staff/policies/calendar/part1/otherregs/complaints/.


Guiding principles

The University seeks to minimise student complaints by ensuring students have opportunities to participate in formal decision-making processes and by encouraging regular feedback through Student/Staff Liaison Committees (see Section 1.13), Postgraduate Liaison Forums or relevant student forums.

In the event that you are dissatisfied with a University service, the University will seek to:

  • resolve the matter at the earliest possible opportunity,
  • investigate fairly and thoroughly,
  • ensure the process is unbiased.

It is the intention of the procedure that complaints are resolved as quickly and at as early a stage as possible. In order to achieve this, the University asks that you will have observed your own obligations and raised the problem as soon as it arose. Details of your complaint will remain confidential to the parties concerned.

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