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.
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 husu-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.
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 – Local 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 a complaint with your personal supervisor or Academic Service Centre; or you can visit the Hubble Centre.
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.
Stage 2 – Complaint
If your complaint has been through the stage 1 process but could not be resolved, it will be escalated to stage 2 and will be investigated by the Conduct and Complaints Office who will look to offer reasonable, practical resolutions.
You can raise a formal stage 2 complaint here
What happens at stage 2?
A member of the Conduct and Complaints Team will be appointed to investigate your complaint and will be able to provide a decision usually within 42 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.