Complaints

How to file a complaint with Kingston University

If you have an issue or concern about Kingston University, you can make a complaint. 

As your union, we’re here to help you find the best course of action to resolve your issue.
 

What is a student complaint?

A Student Complaint is defined as "an issue/concern with services provided by the University; the delivery of a programme, teaching, or administration; misconduct by a member of staff or other students." 

Complaints should typically be made within 15 days of the event that gave rise to the complaint or, if it’s a series of events, within 15 days of the final event in the series.

Your complaint might be about:

• Delivery of courses and related services not resolved by the Staff and Student Consultative Committee. 
  • Example: You haven’t been given access to the resources you need to study effectively. 
• Service delivery of administrative or support services, including Halls of Residence.
  • Example: Your heating hasn’t been fixed in your Halls of Residence.
• Failure to meet obligations outlined in course/student handbooks and other university correspondence. 
  • Example: Teaching staff have failed to accommodate accessibility needs.
• Misleading or incorrect information in prospectuses, promotional materials, and other university publications. 
  • Example: You feel your course hasn’t delivered what was promised in the prospectus.
• Alleged staff conduct (e.g., discrimination, victimisation, harassment, and bullying).
  • Example: You feel a member of staff has unfairly treated you differently to your fellow students.
     

For complaints related to assessment, examination procedures, or academic appeals, please refer to the Academic Appeals Procedure. 

If you’re studying at a partner institution, get in touch for support. 

As your union, we can:

• Explain the complaints procedure and potential outcomes 
• Help decide if a complaint is the right approach 
• Provide guidance on academic policies 
• Review and help draft clear complaint statements 
• Accompany you to formal complaint hearings

Your complaint should include a full, detailed, and chronological statement with evidence: 

• Why are you unhappy with what happened? 
• What have you done so far to try to resolve the complaint? 
• What outcome are you seeking? (e.g. apology, mediation, payments, policy changes) 

 

Stages of Complaints

Stage one: local level

• Raise your complaint verbally or in writing to the relevant staff member within 15 days of the event or the last related event. 
• The faculty may invite you to an informal meeting to clarify your complaint. 
• You should receive an acknowledgement within 5 days and a full response within 20 working days. 
• If unsatisfied with the outcome, proceed to Stage Two. 

​Stage two: Faculty/Departmental Investigation

• Submit your complaint within 15 days of your Stage One decision. 
  • For service delivery, submit your complaint to the complaint coordinator
  • For staff conduct, submit your complaint to the Dean/Head of Department using the complaint form. 
• You should receive an acknowledgement in 5 days and a full response in 20 days. 

Stage Three: Complaint Review 

• Submit your complaint form to the academic registry within 15 days of the Stage Two decision. 
• This stage does not involve reinvestigation; it reviews the process to ensure procedures were followed. 
• You should receive an acknowledgement within 5 days and a full response within 20 days. 
• If unresolved, you will receive a completion of procedures letter and details of the Office of the Independent Adjudicator (OIA). 

If you would like further information regarding the complaints process, please consider reading the Complaint Procedures 2.