A complaint is defined as an expression of dissatisfaction with a product or service. There are three levels of complaint:
Stage 1 – informal resolution
Stage 2 – formal resolution
Stage 3 – complaint escalation
A complaint should be made as soon as possible, but no later than ten working days from the date of the incident occurring. In the first instance, we recommend that you contact the Student Support Services team by telephone on +44 (0)12 2782 9499 or email firstname.lastname@example.org
to discuss your concerns and allow us to try and reach an informal resolution.
We deal with all complaints as promptly as possible and within clearly defined timescales. Where it is not possible to meet these service standards, students will be informed of the progress of their complaint. The stages for handling a complaint are as set out within our CPQ