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.

There are a number of ways feedback can be given including through your personal/research supervisor, module evaluation questionnaires, focus groups or staff/student committees.

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 channels you can use to resolve your problems and we encourage you to raise your concerns.

A good starting point would be to approach your Personal supervisor or you can raise a complaint through the Hubble Centre.

Raising a complaint

You can submit a complaint through the Complaint Stage 1 Form. Your complaint will be received by the Hubble Team, who will make sure it reaches the right team or department to be investigated at a local level. You can also visit the Hubble Centre on the first floor of Student Central, or call 01482 462222. If you need independent support or guidance you can visit the Hull University Union Advice Centre.

Complaints Procedure

As a student of the University of Hull you have the right to complain if you are dissatisfied with any aspect of your learning experience or other services received. The University defines a complaint as:

An expression of dissatisfaction by one or more students about a university’s action or lack of action, or about the standard of service provided by or on behalf of the university.

Your complaint must be raised within three months of the date on which the event complained about occurred, or on which you could reasonably be expected to have known about the matter.

The Complaints Procedure has been designed to ensure that your complaint is handled as fairly, consistently and as quickly as possible. A summary of the complaints procedure for students is available here, which should be referred to alongside the full text of the Regulations, which can be downloaded here.

Office of the Independent Adjudicator for Higher Education (OIA)

Ultimately, if your complaint is not resolved to your satisfaction you have the right to take your complaint to the OIA, an independent body established under the Education Act 2004. Provided you have exhausted the University’s internal procedures you will be issued with a Completion of Procedures Letter which will include information about how to complain to the OIA. Further information about the OIA scheme can be obtained from the OIA website

Contacts

We are open between 9.00 and 5.00, Monday to Friday.

Call 01482 46 2222

Visit the Central Hub 1st Floor, Student Central

Enquiry

Existing students raise an enquiry in MyHull Portal

Parents, guardians or graduates email contact-studentservices@hull.ac.uk

For further information on giving feedback, raising a concern or an informal complaint, please contact the relevant faculty or service area through the MyHull Portal

Please contact the University Complaints Office on studentcomplaints@hull.ac.uk if you are unsure who to contact, or have any queries regarding the regulations or procedure.

24-hour support

More information on these support services is available here.

Hull University Student Assistance Program 0800 028 3766

Mental Health Advice & Support Line 0800 138 0990

Samaritans 116 123

Shout text 85258

Campus security

Emergency: 01482 465555

Non-emergency: 01482 466868

Accommodation

Courtyard: 01482 462080 or 01482 466006

Westfield Court and Taylor Court: 07864692502 or 07884285096

Register a welfare concern online