What evidence should I include in my formal complaint?
You should include as much relevant evidence as you have to support your complaint. This will be used as a starting point for the investigation but we will contact any area of the College involved to ensure that we have as much information as possible to inform a decision. If you have been given a deadline but the evidence is not yet available be sure to submit your complaint anyway, explain why your evidence is delayed and submit your evidence as soon as possible.
How long will an investigation into a formal complaint take?
We aim to complete our investigation into a formal complaint within three months of submission, but if it’s possible to complete it more quickly, we will do so. A number of factors may affect the length of time an investigation takes: the complexity of the issues; the amount of documentation and correspondence; the Academic investigation team’s workload; and the time of year. We will keep you informed of the progress of your investigation throughout and will let you know once a report has been sent to a decision maker for a decision.
Who will be told about my formal complaint?
The College recognises that it has to balance its obligations to, and rights of, employees and students; those about whom complaints have been made have a right to know what is being claimed and who is making the complaint.
A copy of the formal complaint will be sent to the person who is being complained about. That person will have the right to respond to the complaint and seek support or representation from a friend or trade union representative. If you do not wish for your complaint to be disclosed in this way, you must let the Academic Investigations team know at the earliest opportunity. This is likely to have an impact on the ability to conduct a conmplete investigation.
Anonymous complaints will not normally be investigated. The effectiveness of any complaints procedure depends on the College being able to collect appropriate information from the parties involved in order to investigate the matter properly. Therefore, only the Academic Investigations team can decide whether to investigate an anonymous complaint. If you are worried about revealing your identity, you can contact the Students’ Union Advice & Support Centre who may be able to make initial enquiries for you.
Will I be invited to attend a meeting?
The Investigating Officer may decide to call a meeting in order to clearly establish the facts of the case and the nature of the complaint, which you and any other persons involved may be invited to attend. The principles of natural justice will be adopted for any such meetings and in particular:
- all students and staff likely to be asked to appear shall be given as much notice as possible of the date and time of the meeting
- anyone attending the meeting may be accompanied and supported by another student or member of staff, in this case please informt he investigating officer in advance
- a note will be made of the meeting and you will be asked to approve it for accuracy.
Please note that it is not appropriate to appoint someone from the legal profession to act on your behalf as this is an internal process.
Will mediation be used?
The Academic Investigations team may propose that a complaint which is proving difficult to resolve be referred to a mediation procedure. This procedure would normally involve a trained mediator, who is not a member of staff or student of the College, assisting you and the College under a mutually agreed procedure.
Could my complaint lead to disciplinary action against others?
Your complaint may lead to disciplinary action against another student or students under the regulations governing non-academic offences. In such circumstances you may be asked to give evidence as part of the disciplinary procedure.
Your complaint may also cause disciplinary action to be taken against a member or members of staff in accordance with the relevant College Procedures. In such circumstances you may be asked to give evidence as part of the disciplinary procedures. You will not normally be informed of the final outcome of such action.
How long will it take to complete a review into the outcome of a formal complaint?
A decision following a review of the complaint outcome will normally be communicated to you within around one month of the submission of the review request. However, this may not be possible at certain times of the year and may be longer if a meeting is called. You will be kept informed of the progress of your complaint.
Can I request to see what information the College holds about me?
Under the Data Protection Act 2018 you have the right to make a Subject Access Request (SAR) and receive details of information the College holds about you and receive a copy of that information. To make a SAR, please visit the Data Protection webpage which provides details about how to submit your request. The College usually responds to requests within one month, but if you request a substantial amount of information it may take longer. You will be kept informed if this is the case.
Can I request to see College documents?
Under the Freedom of Information Act 2000 you also have a right to request general College documents. With some exceptions, the College must supply these within 20 working days. Applications should be made to FOI@royalholloway.ac.uk.
Is the Complaints Procedure monitored?
The College Council will receive regular reports (no less than one each academic year) concerning the operation of the complaints procedure. Such reports will not contain any confidential information relating to individual case.