What is an academic complaint?

Under the University’s procedures, a complaint is defined as:

“The expression of concern or dissatisfaction with a service provided by the University, the provision of a course, or a related academic service.”

The University takes complaints seriously. However, many issues can be resolved more quickly and informally if they are raised as soon as a problem arises.

Raising concerns informally

We strongly recommend trying to resolve concerns informally in the first instance, as early action can prevent issues from becoming more serious.

The Students’ Union Advice and Representation Centre can help you decide whether your issue is a complaint and advise on the best way forward.

Depending on the issue, this may involve:

• Speaking to your Course Rep about concerns with your course
• Contacting ASK@WLV for issues relating to administration, student support, or facilities
• Raising concerns directly with the relevant department or service

Is it definitely a complaint?

Not all issues are dealt with under the academic complaints procedure. Separate procedures exist for:

• Academic appeals relating to assessment or progression decisions
• Decisions of disciplinary hearings
• Fitness to practise hearings

If you are unsure which process applies, an adviser at the Students’ Union can help you identify the correct route.

Making a formal complaint

If your concern cannot be resolved informally, you may be advised to submit a formal complaint under the University’s Complaints Procedure.

This involves completing the University’s