Student Complaints
Quick Guide to Student Complaints Procedure
We are committed to providing high quality and efficient services to all our students, but we recognise that there may be occasions where expectations are not met, and you may wish to make a complaint.
The Student Complaints Policy and Procedure enable registered LTU students to raise a complaint about a course or teaching, or about the services and facilities provided by the University.
- If your complaint is about another student or a staff member, please contact studentsupport@leedstrinity.ac.uk in the first instance. Your complaint may be managed through the Student Conduct Procedure or the University’s employment policies. If you would like to make a report regarding Bullying, Harassment or Sexual Misconduct, please see our dedicated site, reporting tool and procedure for more information.
- If your complaint is regarding admission onto a programme, please see the Applicant Feedback and Complaints Procedure.
- If your complaint is about assessment, progression or an award decision made by the university’s Progression and Award Board, you should follow the Academic Appeals process.
- If your complaint is regarding an education agent, please visit our Complaints about an education agent page.
The Student Complaints Policy provides an overview of our approach and principles and the Student Complaints Procedure offers a step-by-step guide on how to make a complaint.
If you are looking for a complaints procedure that was in operation before September 2023 for reference purposes, you can find this at the bottom of the page.
Student Complaints Procedure Stages
Stage 1 - Early/Local Resolution
It can often be best to resolve concerns informally with staff such as a tutor, manager of a service or other as relevant. If students would like to submit a complaint, they can do so to complaints@leedstrinity.ac.uk, who will then usually help facilitate the Early/Local Resolution stage. The outcome of this Stage will usually be provided within 25 working days of the complaint. The conclusion of this Stage will usually be confirmed in writing. If dissatisfied with the outcome, students can escalate the complaint within 20 working days here.
Stage 2 - Formal Stage
If escalated via the form linked above, the complaint will move to Stage 2. At this Stage, an investigating officer, not involved previously with the matter, is appointed to consider the complaint. A written outcome is usually provided within 25 working days of receipt of the Stage 2 complaint. If dissatisfied with the outcome, students can request a review within 10 working days of the Stage 2 outcome here.
Stage 3 - Review Stage
Students may request a review of the Formal Stage using the form above. This review will be undertaken by a member of the University senior leadership under the conditions below. Students should make clear which of the conditions apply to their complaint:
- the correct procedures were not followed in the consideration of the case during the earlier stages of the complaint procedure;
- the outcome of the formal stage was not reasonable.
- there is new material evidence that, for good reason, was not available at an earlier point in the complaints procedure.
External Review Stage
Once Stage 3 has been completed, the University’s Student Complaints Procedure is concluded.
If you are not satisfied with the outcome, you may be able to apply for further review, usually to the OIA. Further information about escalating a complaint to the OIA is available on the OIA website (www.oiahe.org.uk).