This article provides information regarding the length of complaint procedures.

The length of time it takes to deal with your complaint will depend on the nature of your complaint. In cases where the complaint itself or its resolution is straightforward (see section 2 of the Student Complaint Procedure - informal), you should receive a response within 10 working days from the date that your complaint is acknowledged.

In more complex cases, the Complaints Team may decide that your complaint needs to be considered using the University’s Formal Procedures (see section 3 of the; Student Complaint Procedure). The investigation into a formal complaint may take up to 30 working days. Within this time, all parties involved in the complaint will be invited to an interview to discuss the issues raised in the complaint.

Flowchart of the Student Complaint Procedure.