Admissions

Student complaints

We want every student to have a positive experience during their time at university, but we know that sometimes things don't go right.

We recognise that sometimes things can go wrong and when they do we want to address your concerns as soon as possible. There are a number of informal channels you can use to resolve your problems and we encourage you to raise your concerns informally wherever possible.

A good starting point would be to approach your personal supervisor or you can raise a query via MyHull Portal

Our Students’ Unions Advice Centre provide free and impartial advice and guidance on any issues you may face as a student. To contact them call 01482 466263 or email huu-advice-centre@hull.ac.uk.

A more detailed look at the complaints process including tips on how to complete the complaints forms, FAQ’s and myth busting can be found in the Student Complaints MyJourney Module here

The student complaints process

In line with the Student Complaints Regulations a complaint is “an expression of dissatisfaction by one or more students about the University’s action or lack of action, or about the standard of service provided by or on behalf of the University”

This means that if you feel that something isn’t happening as it should in relation to your student experience, we can help to put it right.

The complaints process is split into 3 stages

Stage 1 – Informal Resolution

When you first raise your complaint, we will try and resolve your issues as quickly as possible at a local level. You can raise an informal complaint with your personal supervisor or Faculty Hub; or you can raise a query via MyHull Portal

What happens at stage 1?

Your complaint will be looked at by someone in the Faculty or the Service Area where the issue has arisen. We do this because often, the specific knowledge and expertise that are held in each different area help to resolve issues quickly with practical solutions.

If your complaint is more serious or cannot be resolved at local level, your complaint will be escalated to Stage 2.

Stage 2 – Formal Investigation

If your complaint has been through the stage 1 process but could not be resolved, or if your complaint is of a more serious and complex nature, it will be formally investigated by a senior member of staff.

We rely on the expertise and specialist knowledge of our senior members of staff to investigate your complaint and offer reasonable, practical resolutions.

You can raise a formal stage 2 complaint here

What happens at stage 2?

A senior member of staff will be appointed as the Investigating Officer to your complaint and will contact you to discuss your issues within 2 days of being appointed and will normally be able to offer a resolution within 25 working days of being appointed.

More information about escalating your complaint further.

Student Support

If you feel like you need additional support at this time, you can contact Student Support.