The following complaints will not be investigated:
- Complaints made more than three months after the incident or action you are complaining about (except for in exceptional circumstances)
- Complaints made by others acting on your behalf (except for in exceptional circumstances)
- Anonymous complaints - 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 Centre who may be able to make initial enquiries for you.
The College cannot investigate complaints where:
- the College has no control over the service or facility being provided
- there is an alternative procedure that is more appropriate to the nature of the issue being raised (see below for examples, and the appropriate alternative procedure)
Alternative routes for resolution of issues, when the Student Complaint Procedure is not applicable:
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Issues to which the Student Complaint Procedure does not apply
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Alternative route for resolution
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The decision of a Board of Examiners, such as a progression, resit or classification decision, including termination for academic failure.
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You may be able to submit an academic appeal against such decisions. See the Academic Appeals Procedure in the Academic Regulations
Occasionally there is some overlap between the appeal and complaints procedures and the Investigating officer will determine if this is the case and explain how the case will be investigated and decided.
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Penalties applied for examination and assessment offences (academic misconduct)
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You may be able to appeal against penalties for examination and assessment offences. See the Regulations on academic misconduct
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Reconsideration of requests for special assessment arrangements
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You may be able to request a reconsideration of requests for special assessment arrangements. See the Regulations on special assessment arrangements
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A decision made by a Fitness to Practise Panel
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You may be able to appeal against the decision of a Fitness to Practise Panel. See the Fitness to Practise Procedure
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Disciplinary action taken under the Student Conduct regulations (relating to non-academic matters)
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You should follow the relevant sections of the regulations, set out in the Student Conduct Regulations
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If you feel that you have been subject to personal harassment
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Please see the arrangements set out in the Digity and Respect Policy in the Student Handbook and the BeHeard anonymous reporting mechanisms
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If you have a complaint about the Students' Union
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You should follow the procedures set out in the Students' Union complaints procedure
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If you have a complaint about the Health Centre
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You should use the Health Centre's complaints procedure. Complaint forms are available in the Health Centre Reception, the Student Services Office and the Students' Union
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If you have a complaint about the Catering, Residential or Bus Services.
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Please note that there are separate procedures, details of which can be obtained from any of the Customer Service points around campus for addressing the complaint informally
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If you are experiencing problems with student fees, including non-payment of debts
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You should contact student-fees@rhul.ac.uk
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