Public Complaints Procedure
1.
Introduction
1.1
The University of Gloucestershire is committed to providing the highest level of service for its students
and other members of the public who may have contact with the University, and it values feedback
from individuals on their interactions with, and observations of, the institution.
1.2
It is recognised that, on occasion, legitimate complaints may be raised by individuals in relation to
services or facilities provided by the University. The institution takes complaints very seriously and
acknowledges that lessons can be learnt from them, enabling the University to continue to improve
and enhance the quality and effectiveness of its services.
2.
2.1
Principles
The principles underpinning the Public Complaints Procedure are that:
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2.2
3.
the procedure provides an accessible, impartial and expeditious resolution of complaints
within indicative time-frames
the procedure encourages informal conciliation and resolution of complaints
the procedure respects the confidentiality of complainants
the procedure allows for a fair and full consideration of complaints made in good faith
where appropriate the procedure allows for effective and appropriate response.
Information about members of the public making complaints, and individuals against whom
complaints are made, will be dealt with confidentially and privacy will be respected. However, it may
be necessary to disclose information to others in order to process the complaint (in particular to notify
anyone complained about as to the subject of the complaint), and in these circumstances the parties
concerned will be informed of such disclosure.
Scope of Complaints covered by the Public Complaints Procedure
3.1
The Public Complaints Procedure covers perceived injustice or hardship suffered as a result of poor
service provision, bad service delivery or failure to provide a service by the University.
3.2
The Public Complaints Procedure does not extend to:
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Human resource issues such as appointments of staff, pay or discipline (where separate
procedures exist).
Complaints by members of University staff, where separate processes for whistleblowing
and for complaints of personal harassment or bullying exist.
Contracts, insurance claims and other commercial and financial transactions.
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Release of information under the Data Protection, Freedom of Information Acts and/or
Environmental Information Regulations, which should be handled via the appropriate
procedures that exist for these purposes.
Complaints by registered students of the University, including those students registered at
other institutions on programmes franchised or validated by the University, or by applicants
for admission as students, where separate procedures exist.
Complaints by parents or guardians on behalf of registered students of the University.
Complaints about University policy.
Complaints about the Students’ Union or its procedures
3.3
The University reserves its rights not to investigate or take any action in relation to any complaints
received anonymously or received on behalf of an anonymous complainant through a third party.
Until a complainant’s identity is verified only information regarding University process and procedures
will be provided.
3.4
The University will consider complaints which are made in good faith and reserves the right to decline
to consider any complaints which are merely frivolous, vexatious, defamatory, abusive and/or
motivated by malice, or to enter into continuing correspondence about such complaints and reserves
its rights to take any further action which it regards as appropriate in respect of such complaints.
3.5
In the event that the University receives a group complaint, or a complaint from a member of a group,
then the University requires that one person be appointed to act as correspondent and spokesperson
for that group for the purposes of this procedure. Each member of the group must also demonstrate
that they are affected by the issues which are the subject of the complaint and agree in writing to be
represented by the appointed spokesperson.
Submitting a Formal Complaint
4.
Things to consider before lodging a formal Complaint
4.1
Many areas of the University have specific processes for resolving concerns and dissatisfaction quickly,
which should be pursued before lodging a formal complaint. If you are unsure who to approach to try
to resolve your complaint informally in the first instance, you should contact
[email protected].
4.2
The following should be considered before submitting a formal complaint:
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The Public Complaints Form which invokes the formal complaint procedure must be sent
within three months of the last incident relating to the problem occurring (unless special
circumstances can be claimed).
Data Protection legislation prevents the University from handling complaints made by a third
party, unless the person wishing the complaint to be made in this way has given express
permission.
It is more difficult to establish what has happened and consider possible resolutions through a
third party.
5.
The Public Complaints Procedures
5.1
To lodge a formal complaint you must:
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Have attempted to resolve the issue through approaching the person(s) directly responsible
for your area of concern, and after using local procedures, have good reason to consider that
the matter has not been satisfactorily resolved.
Complete the Public Complaints Form and submit this within three months of the last incident
relating to the problem occurring (unless special circumstances can be claimed) setting out the
grounds of your complaint and desired outcomes.
5.2
If the University Secretary & Registrar, or a direct member of his/her staff, is the subject of your
complaint, address your complaint to the Vice-Chancellor, who will arrange for an appropriate senior
member of staff to handle the complaint.
5.3
Upon receiving your Public Complaints Form, the University Secretary & Registrar will acknowledge
receipt normally within five working days, and will make arrangements for your complaint to be
investigated.
5.4
The investigator appointed:
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May organise conciliation through joint or individual meetings.
Can decide on actions needed to bring the complaint to a satisfactory conclusion, and make
arrangements for these to be undertaken (where appropriate without meeting the parties
directly involved).
5.5
The University Secretary & Registrar will normally send a formal written response to the complaint
within 20 working days.
5.6
The University will endeavour to adhere to the indicative timescales outlined within the procedure
wherever possible. Should it not be possible to adhere to these timescales, all parties to the
complaint will be advised accordingly.
6.
Possible outcomes following the Public Complaints Procedure
6.1
Once a formal complaint has been submitted and considered through the Public Complaints
Procedure, the possible outcomes are:
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A mutually acceptable outcome is reached, and the University Secretary & Registrar notifies
you in writing of his/her conclusions, and any consequent action proposed.
A mutually acceptable outcome is not reached, but the University Secretary & Registrar
considers that your complaint has been heard fairly, and that appropriate actions have been
taken.
The complaint is rejected as being without grounds or foundation.
Accessibility Statement
The Public Complaints Procedure is designed to be accessible to all members of the public. If you have any
special needs that mean you are unable to use the complaints procedure in the way set out, please contact
[email protected] to discuss how the process can be adjusted to fit your needs.
The Complaints Procedure is also available
[email protected] for more details.
in
alternative
formats.
Please
contact
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