What is a complaint?
A complaint is when you believe that the University has treated you unfairly or a service has not been provided.
You cannot complain about your marks, but you can appeal. This is when you ask the University to change its decision on your results, progression or final award.
Who can complain and when?
If you are studying on a Staffordshire University course, or have studied on a course in the last 3 months, you can use the University's Complaints Procedure. We will always work directly with students to resolve any concerns and for this reason we will not accept complaints from parents or family members.
You can also use this procedure if you are directly affected by a service of the University, for example if you have booked the University's rooms or facilities.
You should make a complaint within 2 weeks (excluding bank holidays and University closures) of the circumstances you are complaining about. This is because the sooner we know what has happened, the sooner we can work it through with you, and the outcome is likely to be better for you.
What if I am complaining about a college, partner provider or the Students’ Union?
You may be studying on a Staffordshire University course which is delivered by one of our partners. You will be notified where this is the case, during your application and when you receive your offer.
If you are studying a Staffordshire University course at another college or provider, or you wish to complain about the Students' Union you will need to use their complaints procedure to resolve your concerns.
If you are unhappy with the way that your complaint has been considered, we can review it.
What if I am studying on an apprenticeship course?
If you are studying on an apprenticeship and you need to raise a concern about your course, or any other service that the University has provided to you, you should use this procedure.
What is early (informal) resolution?
Early resolution is swift, informal local resolution of straightforward concerns. You should raise informal concerns directly with your course team or the service involved as soon as possible and within 2 weeks.
It may be that we can take some quick action, or provide an explanation, which resolves things for you. If appropriate we will put this in writing.