Page content
About the Student Complaint Procedure
Ulster University is committed to delivering a high-quality student experience. We value feedback when things do not go as planned.
The Student Complaints Procedure outlines the process you should follow when you want to make a complaint.
The Procedure supports and encourages the quick and effective resolution of complaints, which is referred to as early resolution.
Using the Student Complaint Procedure
You can use the Procedure when you are a student, or up to two months after your award has been conferred or you exit the University.
You can raise complaints about services or facilities provided by the University, including academic services, or an alleged action or inaction by the University.
If you are studying a course validated by Ulster University at a partner institution you should make a complaint to your own Institution first.
Early Resolution
In most cases, the most effective way to resolve your complaint is to raise the complaint directly with your course team or your lecturer. Resolving your complaint early can save you time and prevents your complaint from escalating.
If your complaint is too complex to be resolved at a local level, you can ask for it to be considered under Stage One of the Procedure.
Stage One
At Stage One an Investigating Officer will be appointed to consider your complaint.
The Investigating Officer will want to meet with you during their investigation and will produce a report into your complaint. This might include recommendations to resolve your complaint.
Stage Two: The Student Complaints Panel
If you feel your complaint has not been resolved, you can escalate your complaint to the Student Complaints Panel. This is Stage Two of the Procedure and is the final internal stage of the complaints process.
The Panel are independent from the service you have complained about and will also want to meet with you during their consideration of your complaint.
What the Procedure Does Not Cover
The Procedure does not cover certain types of complaint which are governed by a different policy. For example, complaints relating to bullying and harassment are dealt with under the Dignity at Work and Study policy.
You cannot use the Procedure to complain about academic judgement or marks awarded.
Complaints about the behaviour of another student are dealt with under the Student Conduct Ordinance.
The Procedure outlines in detail all complaints which are dealt with under a different policy.
Key Documents
- Ulster University Student Complaints Stage Two Form (CS-1)
- Ulster University Student Complaints Stage Three (CS-2)
Key resources
- Ulster University Admissions
- Policy and Procedures for Dealing with Bullying and Harassment (Dignity at Work and Study)
- Examination Appeals
- Ulster University Students' Union Complaints Procedure
- Ordinance XXXVI - Student Conduct
Support during the process
Students have the right to be accompanied by a member of the University Community or the Students’ Union Advice Bureau at any stage of the complaint procedure.
Help with personal circumstances
If a student is experiencing difficult personal circumstances which are affecting their ability to study, they should reach out to their course team and/or the Student Wellbeing Team.
Accessing mental health support
Students can also have a look at other support available including support available for mental and physical health in your local area
Escalation to the NI Public Services Ombudsman (NIPSO)
When the University has exhausted all attempts to deal with a complaint, the student will be signposted to the NI Public Services Ombudsman (NIPSO).
Support services
- Link to Student Wellbeing
- Link to UUSU Advice
- Link to Student external support agency list
- Link to HSCZ-cards (mental and sexual health contacts)
- Link to NIPSO
