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Complaints about UCL

contact: Andy Saffery, Deputy Registrar (Operations and Planning), Student and Registry Services

Policy/Procedure

Procedures for complaints by UCL staff are available on UCL Human Resources web pages [http://www.ucl.ac.uk/hr/docs/grievance.php]. Procedures for complaints by UCL students are available on UCL Student and Registry Services web pages and in the UCL Academic Manual [http://www.ucl.ac.uk/academic-manual/part-5/student-complaints-procedure]; the latter also sets out, within the Undergraduate Admissions Policy [http://www.ucl.ac.uk/academic-manual/part-4/ug-admissions] and Graduate Admissions Policy [http://www.ucl.ac.uk/academic-manual/part-4/graduate-admissions], mechanisms for the consideration of complaints regarding an application for admission as a student of UCL. In addition, the UCL Union, in accordance with the Education Act 1994, operates a separate procedure for dealing with cases of grievance against the Union, its staff and officers; details are available from the General Manager of the UCL Union [d.squires@ucl.ac.uk]. Persons other than current staff or students of UCL who wish to make a complaint about their experience of UCL should follow the advice below.

Anyone who wishes to make a complaint about her/his experience of UCL should try first to resolve the matter informally, in consultation with either the person who has caused the complaint, or with that person's line manager, or with another appropriate person within the area of UCL where the complaint has arisen. If a complaint cannot be resolved informally, the person wishing to make the complaint should put details of the matter causing complaint in writing to the Vice-Provost (Operations) [rex.knight@ucl.ac.uk]. In order for a complaint to be considered, these details must normally be received by the Vice-Provost (Operations) no later than one calendar month after the date on which the event causing the complaint occurred. If the form is received any later, the Vice-Provost (Operations) will exercise discretion as to whether or not to investigate the matter.

The complainant is invited to indicate, if he/she wishes, the form of remedy which may be sought. While UCL will take such wishes into consideration in the resolution of the issue, this information is, nevertheless, given without prejudice to the final outcome.

June 2014