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Student Complaints


 

Royal Holloway hopes and expects that you will be satisfied with your experience of College life, and indeed is always pleased to hear about particularly good aspects of your experience.  However, we recognise that sometimes things don't go to plan, and where that is the case we will try to put things right. 

The College continually seeks feedback from students and there are a number of different forums where issues can be raised.  Your feedback will be recorded and used to make changes for you, your peers and future students at the College. You may wish to use one of these methods to record your views and further details can be found in the ‘How to have your views heard’ section below.

If you wish to make a complaint about the College’s provision of services or facilities, the Student Complaints Procedure sets out the process and how such complaints will be investigated.

Each service directorate and academic department at the College offers a student focused approach to resolving problems and will seek to resolve issues so that they do not escalate into a formal complaint. You should therefore raise any issues directly to the service or department concerned to allow an opportunity to explore solutions. The 'Early Resolution' section below contains contact details for most areas of the College.

If, having attempted to resolve your concern with the area of the College concerned, you are still dissatisfied and don’t feel that the issue has been resolved, you may decide to submit a formal complaint.  Providing your complaint is eligible for consideration, an independent investigation into the issues you have raised will be undertaken.

A complaint can arise in relation to different aspects of your academic career but it may not always be appropriate for your concerns to be considered under Student Complaint Procedure. Before submitting a formal complaint, please read the Complaint Procedure Guidance to determine the right course of action for you. The Guidance will help you determine if your complaint is eligible for consideration under the formal process, and will provide the information you need submit your formal complaint.

Please note, complaints must be submitted within three months of the incident or action being complained about and you are therefore encouraged to submit your formal complaint as quickly as possible.

 


Please note: if the issue you wish to raise concerns the behaviour of another member of the College (student or staff), or you are concerned about another student, please visit the RH Be Heard page for further advice


 

First steps towards resolving an issue

 Before making a formal complaint, there are a number of steps we ask you to take so that the College has the opportunity to try and resolve the problem.

How to have your views heard

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Early Resolution

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What issues can be considered under the Complaints Process

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What cannot be raised under the Complaints Procedure

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If early resolution attempts are not successful and, having raised the problem with the area of the College concerned the issue has still not been satisfactorily resolved, you may wish to consider submitting a formal complaint.  Before you do so, please read the Student Complaints Procedure guidance on the following pages. 

 

 

Guidance on submission of a formal complaint under the Students Complaints Procedure

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Quick links

Student Complaints Procedure

Schools and Services contact details

RHUL Students' Union Advice

RH Be Heard