The University operates a Policy and Procedures on Student Appeals and a Complaints Handling Procedure (CHP), providing frameworks through which you, as a student of the University, can formalise any concerns you may have about aspects of your academic or non-academic experience.
These processes have been designed to ensure that raising an appeal or a complaint is accessible and simple and that robust, fair mechanisms exist for their consideration.
A major feature of both processes is the emphasis placed on early or frontline resolution. There is an expectation under both processes that you will take responsibility for seeking resolution of any concerns you may have. You are encouraged to do this by raising and discussing them at the earliest possible stage with the relevant individuals in an academic school or administrative service.
Further information on appeals and complaints, including the CHP in full, can be found on our staffnet webpages.
- Appeal or Complaint?
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If you are unsure if the case you are submitting is an appeal or complaint, Academic Services can help advise you. Please don’t delay your submission, it can be defined by the team on receipt. In summary:
An Appeal can most commonly be defined as an issue pertaining to admission or re-admission, assessment, degree or programme award, class certificate, progression within a postgraduate programme of study, termination of studies on academic grounds.
A Complaint can most commonly be defined as: Where a student feels the level of service or treatment that they have received from the University has fallen short of what might be reasonably expected.
- How do I submit an Appeal?
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Before pursuing an appeal, you should familiarise yourself with the University’s Policy and Procedures on Student Appeals. The policy explains, in detail, each of the stages of the process and provides important information, including on what grounds you can appeal, and the timescales you must adhere to.
In summary, you should:
Step 1: Try to resolve the matter informally (also referred to as ‘at the frontline’) with the appropriate school or administrative section.
When? Within 10 working days of the matter arising.
Step 2: If the matter cannot be resolved informally, submit ‘Part A’ of the Form for Appeals and Complaints together with all relevant evidence to Academic Services
When? Within 5 working days of being unable to resolve matter informally (‘at the frontline’).
Step 3: You will receive an acknowledgement of your submission, as soon as it has been received by Academic Services. It will then be considered for: (i) timeliness (has it been submitted in time? Late submission will only be accepted in exceptional circumstances) and (ii) competency (does it meet the grounds required for submission?). Once considered, you will be informed as to whether it will be progressed, and if not, why not.
When? Within 5 working days of the date of receipt of your case.
Step 4: If your appeal is progressed, it will be referred to the appropriate Head of School (or Service) for review. A meeting will then be arranged with the Head of School (or Service) to discuss the issue(s) raised. Following this meeting, ‘Part B’ of the Form for Appeals and Complaints will be prepared by the School or Service.
When? Within a maximum 10 working days. You will normally receive a ‘Part B’ within 3 working days.
Step 5: If you feel the matter has still not been resolved satisfactorily you may request further investigation by submitting ‘Part C’ of the Form for Appeals and Complaints and any additional supporting evidence.
When? Within 5 working days of receiving your Part B outcome.
Step 6: A ‘Grounds to Proceed’ panel will be convened to consider your case and to determine whether or not your case will proceed any further, to be heard by an appeal panel. If not, you will be informed of why.
When? Within 5 working days of submission of your Part C. If your case progresses to a hearing, this will take place within 20 working days (with a letter of outcome following within 3 working days).
Finally: If, at the end of the process, you believe the University has not adhered to its procedures in hearing your appeal, you may seek independent review of your case by the Scottish Public Servies Ombudsman. Further information on doing so will always be provided to you. - Submitting a Complaint
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Before pursuing an appeal, you should familiarise yourself with the University’s Complaints Handling Procedure (CHP) . The CHP is designed to inform you of each of the stages of the process and includes important information, including the definition of a complaint and the timescales you must adhere to.
Step 1: Try to resolve the matter informally (also referred to as ‘at the frontline’) with the appropriate school or administrative section.
When? As quickly as possible and no later than 6 months of the issue arising. The timelier your submission, the greater the chance the University will have of conducting a full investigation.
Step 2: If the matter cannot be resolved informally, submit ‘Part A’ of the Form for Appeals and Complaints together with all relevant evidence to Academic Services.
When? As quickly as possible and no later than 6 months of the issue arising. The timelier your submission, the greater the chance the University will have of conducting a full investigation.
Step 3: On receipt of your submission, it will be acknowledged by Academic Services and be referred to an Investigating Officer (normally the appropriate Head of School or Service) for review. A meeting will then be arranged with the Investigating Officer to discuss the issue(s) raised. Following this meeting, ‘Part B’ of the Form for Appeals and Complaints will be prepared and returned to you.
When? Normally, this meeting will occur, and a full outcome will be sent to you, within 20 working days of your submission.
Finally: If, at the end of the process, you believe the University has not adhered to its procedures in hearing your appeal, you may seek independent review of your case by the Scottish Public Servies Ombudsman. Further information on doing so will always be provided to you. - Support for Submitting a Case
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Resources
Students’ Union
The Aberdeen University Students’ Union provides independent, student-focused advice, information and assistance at every stage of the appeals and complaints process. Any student who is unsure of where to go, who to speak to, or what to do next can contact the Students’ Union.
Academic Services
Students may contact their case officer or the wider Academic Services Team for information on the appeals and complaints process.
Student Advice and Support
Students who would like to discuss a non-academic complaint informally in the first instance are encouraged to contact the Student Advice and Support Office to request an appointment with a Student Support Adviser.
Wellbeing Services
Aside from support in submitting an appeal or complaint case, please remember that there are a wide range of student support and information services, as well as friendly and supportive staff, who are here to help during your time at University and with all aspects of your University experience. Our webpages provide further information on the support available to you.
Information for members of staff on student appeals and complaints can be found on our StaffNet webpages.
- How the University Deals with Complaints
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The Scottish Public Services Ombudsman (SPSO) requires the University to have in place a Complaints Handling Procedure (CHP) for the handling of complaints.
This procedure separates complaints into ‘frontline' or ‘investigation'. A ‘frontline’ complaint occurs when a student, applicant, or member of the public complains ‘on-the-spot’. You may, for example, have raised an issue regarding your student accommodation or asked for feedback on a piece of assessment. Schools and sections will record these data, and, in the majority of cases, likely outcomes will be an on-the-spot apology, explanation or another form of action to resolve the complaint very quickly. Complaints at this stage of the process are dealt with as quickly as possible and usually within 5 working days. ‘Frontline' complaints may not, however, always be an appropriate route or may not provide satisfactory resolution. In such cases an investigation is undertaken. Timelines are slightly longer here.
In line with the requirements of the SPSO, the University is committed to report on the number of complaints it receives and, data is available as follows:
The University is committed to analysing the trends and outcomes of complaints and, where appropriate, draws upon these to inform policy or process changes. Trends and associated actions are shared, where appropriate.