Make a Complaint to

the University

What does the Complaints Procedure cover?

• Provision or delivery of programmes and/or modules.

• Provision or delivery of academic, administrative or other services delivered by the University​

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What do I need to do first?

Read the University's Complaints procedure. These can be found on the web-site of the Office of Student Complaints, Appeals and Regulations (OSCAR) - https://www.surrey.ac.uk/currentstudents/study/complaints_appeals/

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What next?

Establish what stage you are at - the University has a three stage Complaints Procedure:

Stage 1:  Informal complaint to seek early resolution

Contact the relevant member of staff in the department/service to raise your concerns - E.G. module leader or student services.

• If you are unhappy with the response, you can escalate this to the head of school or manager of the service.

• If you have already done this or are still not happy with the response, you can go to Stage 2
  

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Stage 2: Formal complaint to the Office of Student Complaints, Appeals and Regulations

You need to complete the Complaint Form and prepare a statement explaining your complaint

• Gather together supporting evidence e.g. relevant documents, emails etc.
  

• Send the form and supporting evidence to OSCAR, who will allocate your complaint to a complaint handler
  

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Stage 3: Complaint Review Panel

Stage 3 is optional and you would only go to this stage if you were not happy with the outcome or handling of the complaint at Stage 2​

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I need further advice:​

You can make an appointment with one of our Academic Advice team. Appointments are for a maximum of 30 minutes, Monday - Friday 10-4pm.

Please email ussu.advice@surrey.ac.uk with the following information:

Name​, Course, Year of study, Details of your case (including what stage of the complaints process you believe you are at), What you need advice on​