Section 8: UCL Student Complaints Procedure

Published for 2023-24

Forms and Further Guidance

- UCL Student Complaints Procedure Application Form

- UCL Student Complaints Procedure Stage Two Review Form

Appendix One Guide to UCL Procedures

Appendix Two Support Provision

Appendix Three Unacceptable Complainant Behaviour and Malicious, Vexatious or Frivolous Complaints

Download PDF version of Section 8: UCL Student Complaints Procedure

The Procedure Contents

1. Introduction	5. Stage One: Submission and Consideration of Complaint
2. Scope and Time Limits	6. The Complaints Panel
3. Advice and Support	7. Stage Two: Complaints Review
4. Disclosure and Confidentiality	8. Office of the Independent Adjudicator

Contact: Casework Team, Student and Registry Services (casework@ucl.ac.uk) or through AskUCL.

UCL’s Student Complaints Procedure (‘the Procedure’ hereafter) has been prepared in accordance with the QAA’s Quality Code on Concerns, Complaints and Appeals (November 2018). It was drafted in consultation with the Students’ Union UCL and the current version was approved by UCL Council on 10 June 2022 to apply to student complaints made from 1 September 2022. This version supersedes all previous versions. The Procedure is written and maintained by Student Registry Services.

The Procedure

1. Introduction

1.1	UCL is committed to providing a high-quality educational experience for all students. The university recognises however that from time to time problems do arise, and welcomes the opportunity to correct mistakes and to respond constructively when students are dissatisfied with a particular service or other aspect of UCL provision. Where a complaint is upheld, we will where possible seek to put things right for a student. If a complaint is not upheld, we will give reasons for the decision.
1.2	Many complaints can be resolved at an informal and/or local level. In the first instance, the most effective approach is usually for the student to take the matter directly to the member of staff best able to deal with it. Students are generally expected to have pursued an appropriate early resolution prior to bringing a formal complaint.
1.3	Where an early resolution has not resolved the issue, students may enter the formal procedure at Stage One [see Section 5]. If, at the end of Stage One, a student is still not satisfied that a complaint has been adequately addressed, they may be able to request a Stage Two review of the outcome [see Section 7]. UCL’s Student Complaints Procedure concludes with Stage Two. Once the UCL Procedure has been exhausted students have the right to submit their complaint for independent external review by the Office of the Independent Adjudicator for Higher Education (OIA) [see Section 8].
1.4	The Procedure is not a legal process. It serves primarily as the formal mechanism through which consideration can be given to whether or not UCL has applied its regulations and/or procedures correctly and/or delivered its services to students satisfactorily, and whether any decision arrived at was both reasonable and proportionate.
1.5	Where there is dispute over the facts of a case, the standard of proof to be applied shall be the balance of probabilities.
1.6	Legal representation is not permitted at any meeting held under this Procedure. If a student initiates legal proceedings against UCL, any complaint on the same or a related matter will normally be paused until those proceedings are complete.
1.7	Where appropriate, we will make reasonable adjustments at any stage of the proceedings to accommodate the needs of students with protected characteristics. Students with any particular requirements should write to casework@ucl.ac.uk so that we can discuss any adjustments that may be necessary.
1.8	Responsibility for the day-to-day operation of this Procedure lies with the Casework Team, who are based in Student and Registry Services. The Casework Team can be contacted at any time at casework@ucl.ac.uk.

2. Scope and Time Limits

	Who may complain under this Procedure
2.1	This Procedure can be used by all registered students of UCL. Recent graduates or students on interruption, placement or a year abroad may also submit complaints about UCL provision so long as they are within the timescales set out at Paragraph 2.6. For the purposes of this Procedure a ‘registered student’ is defined as either a full-time, part-time, affiliate or intercollegiate student, including those on a flexible mode of attendance, taking a recognised programme of study leading to a formal award, or undertaking a ‘short-course’ under UCL’s Life Learning Regulatory Framework (Academic Manual, Chapter 10). Complaints about intercollegiate modules are often most appropriately addressed in the first instance through the procedures of the institution responsible for delivering that module. Students on programmes delivered with an external organisation should use the procedures referred to in their programme-specific terms and conditions, where these apply to the programme. Students are invited to contact the Casework Team via casework@ucl.ac.uk.
2.2	Complaints from students registered at partner institutions relating to provision by UCL, or from registered UCL students relating to the provision of another institution in the context of intercollegiate programmes should use the procedures referred to in their programme specific terms and conditions, where these apply to the programme or refer to the additional terms of the memorandum of agreement of the partnership.
2.3	Complaints from groups of students can be considered under this Procedure. Group complaints should be submitted on a single Complaint Form signed by all complainants, with one individual nominated to act as the point of contact for the process. We will communicate with the nominated student, who will be responsible for keeping the group informed about the progress of the complaint.
	Matters which cannot be addressed under this Procedure
2.4	The following matters cannot be considered under this Procedure:

	a)	complaints about Students’ Union UCL. The Students’ Union is a separate legal entity from UCL with its own complaints procedure;
	b)	complaints from third parties, ie those who are not included in 2.1–2.3 above. Members of the public may use UCL’s Public Complaints Procedure;
	c)	complaints about bullying and/or harassment by members of UCL staff. Allegations of this nature will be dealt with under the UCL Prevention of Bullying, Harassment and Sexual Misconduct Policy and should be submitted to HR via Report and Support;
	d)	complaints about other UCL students. Where appropriate, evidence of misconduct by other students will be considered under UCL’s Disciplinary Code and Procedure in respect of Students (in the case of non-academic misconduct) or the Student Academic Misconduct Procedure (in the case of academic misconduct);
	e)	complaints which, by their nature, are more appropriately addressed by third parties, for example a government organisation such as the Home Office or Student Finance England. Such organisations generally have their own complaints procedures and it is their organisational procedure which must be followed where UCL has no role in the decision-making process;
	f)	anonymous complaints. Please refer to UCL’s Public Interest Disclosure Policy for information on how to address matters in this way.

	Time Limits
2.5	Students are encouraged to submit a complaint as soon as possible after the event in question, as this facilitates timely investigation and enables UCL to take prompt corrective action where necessary. At the most, complaints must be submitted within three calendar months of the event giving rise to the complaint. Complaints submitted beyond this timeframe will be deemed to be out of time and will not be considered unless there are compelling reasons supported by independent evidence to demonstrate why the complaint was not raised in a timely manner. Where a complaint is deemed out of time, UCL will issue a Completion of Procedures Letter on request, noting the reason why the complaint was not considered and advising the student that they may be able to make a complaint to the Office of the Independent Adjudicator (OIA) for Higher Education
2.6	Formal complaints from former students or recent graduates should be submitted to the Casework Team for the attention of the Executive Director of Student Services and Registrar. The Complaint and supporting evidence must be received within three months of leaving UCL. Former students or recent graduates must provide compelling reasons for not raising the complaint within three months. Complaints received after this time will not normally be considered. The Executive Director of Student Services and Registrar (or nominee) has the sole discretion to consider complaints more than three months after the matter being complained of and will only be considered in exceptional circumstances.
2.7	We are committed to dealing with all complaints as quickly as reasonably possible and will seek to follow the time limits set out in this Procedure. Students can expect that UCL will normally have completed its consideration of a complaint within 60 working days of its submission. However, from time to time there may be valid reason for a delay, particularly in more complex cases. In such circumstances students will be informed of any delay and the reason for it.

3. Advice and Support

3.1	Students are welcome to seek advice or clarification on the operation of the Procedure from the Casework Team. The Casework Team however is not in a position to provide support with the drafting of complaints as this would conflict with their role in the process.
3.2	In cases where a student and/or the Department or Faculty may want to seek an early resolution the Department or Faculty will normally liaise with the Casework Team if a resolution is being sought within three months of the event giving rise to a possibly of a formal complaint. In exceptional circumstances, the timescales set out in this Procedure may be put on hold usually for no longer than a further 25 working days where the student and/or the Department or Faculty is reasonably satisfied that an early resolution can be sought. At the conclusion of an attempt at an early resolution, and where proportionate, the Department or Faculty should write to the student setting out the outcome. This can then be made accessible to those dealing with any formal complaints at a later stage.
3.3	Most students accessing this Procedure are adults, and UCL’s contract is with the student. For this reason, we request that students personally liaise with the relevant officers regarding their case unless there is good reason preventing them from doing so. We cannot accept complaints made on behalf of students by UCL staff, staff at partner providers (including providers of work placements), parents, or other third parties. In an exceptional case where a third party does represent a student, written consent is required from the student (except where they are incapacitated and unable to give consent) before any information in connection with the case is disclosed. UCL’s consent to such arrangements may be withdrawn at any time if the behaviour of a third party is not appropriate. We will only communicate with one party at a time.
3.4	The sole purpose of any inquiries made under this Procedure will be to investigate the complaint by the student; the Procedure will not in any way constitute or be seen to constitute a disciplinary process against the member(s) of staff or UCL department, faculty or service concerned.

4. Disclosure and Confidentiality

4.1	We will deal with complaints discreetly and sensitively and students will be treated without discrimination or disadvantage. It is nevertheless necessary to provide aspects of the written complaint and supporting evidence to any relevant members of staff whose response is required in order to address the complaint fully. Where a complaint is taken forward and concerns the actions of an individual member of UCL staff, that individual will be given the opportunity to respond. That individual will also have the right to be accompanied and/or assisted at any related meeting by a ‘friend’, who must be a member of the UCL community. The role of the friend is to provide moral support during a meeting or hearing. They cannot make representations nor cross-examine any other party at a meeting of the Complaints Panel. Defined as a person who is a currently enrolled student of UCL, a member of staff of UCL, or a member of the Students’ Union UCL.
4.2	The outcome of the Procedure will be communicated to anyone who has been deemed the subject of the complaint by the Casework Team, following the issue of the decision to the student.
4.3	In some rare cases a duty to breach confidentiality may exist, typically where it is necessary for the safety of the student or of other people. Students will be required, as part of their submission of a complaint, to give explicit consent to the above approach to the operation of disclosure.
4.4	Advice has been taken to ensure that this Procedure complies with the standards set out in the General Data Protection Regulation (GDPR), which became effective in May 2018.

5. Stage One: Submission and Consideration of Complaint

5.1

If, following attempts of an early resolution, a student wishes to pursue a formal complaint, they must complete a Complaint Form and submit this with any relevant supporting documentation. We are not able to initiate this Procedure until a signed Complaint Form has been received. Simple notice of an intention to complain given in writing by a student within the prescribed timeframe shall not be deemed to constitute a formal complaint and will not be accepted.

5.2

This Procedure relates to complaints about UCL. In submitting a Complaint Form the student is requested to specify the nature of the matter complained about according to the following definition for the purpose of this Procedure:

a complaint relates to an expression of dissatisfaction by one or more student about an action of UCL, or lack of action, or about the standard of service provided by UCL.

5.3	Complaints concerning alleged deficiency in teaching/supervision and/or unsatisfactory delivery/administration of a programme of study may not be considered if received after the student’s results have been confirmed by UCL’s Education Committee or Research Degrees Committee and published on Portico. Students dissatisfied with this aspect of UCL’s delivery are expected to raise the issue at the time.
	Submission of the Complaint Form
5.4	In submitting a Complaint Form, students should state clearly what it is that they are complaining about, why they are dissatisfied, and what it is that they would like to see done to resolve this issue. The complaint should encompass everything that the student would like to see addressed; new elements cannot be introduced later in the process. If a complaint relates to several different issues, students should ensure that these are clearly distinguished.
5.5	All sections of the Complaint Form must be completed by the student. If a form is incomplete is missing any necessary information, it will be returned to the student for completion. The timescales outlined in this Procedure will only begin once a fully completed Complaint Form has been received.
5.6	Students are encouraged to submit relevant supporting documentation and evidence with their Complaint Form. The Casework Team is unable to seek evidence on a student’s behalf. It is the student’s responsibility to provide this with the complaint. A translation (undertaken by an accredited translator) must be provided for any material not in English – untranslated documents cannot be considered. Where the documentation includes data relating to third parties, we reserve the right to redact or remove such material before proceeding, so far as is practicable without undermining the substance of the complaint.
5.7	The Casework Team will acknowledge receipt and will conduct an initial assessment of the case against the scope and criteria set out in the Procedure. If, in the view of the Casework Team in consultation with the Chair of the Complaints Panel, this assessment indicates that there are no valid grounds for consideration of the matter under the Procedure, the student will be advised of the reasons for this within ten UCL working days* of receipt. *‘UCL Working Days’ means all days except weekends, bank holidays, and periods of UCL closure at Easter and Christmas.
5.8	Where it is considered that the matter should more properly be considered under a different Procedure (Paragraph 2.4) the student will be informed of this within ten UCL working days and the complaint will not be progressed. By agreement with the student, the matter may be referred direct to the appropriate UCL office-holder for consideration under the relevant procedure.
5.9	In cases involving both academic and non-academic matters, it may be necessary to inform the student that elements of the complaint will not be progressed. By agreement with the student, the matter may be referred for consideration under the relevant procedure. Wherever practicable, however, the complaint will be considered as a single entity and a single Outcome Letter or Completion of Procedures Letter issued addressing the complaint. The student will be informed in the outcome letter or Completion of Procedures letter that elements that constitute academic matters pertaining to an academic appeal cannot be considered within this Procedure.
	Consideration of the Complaint
5.10	Where the initial assessment of a complaint shows that it is eligible for consideration under this Procedure, the Casework Team will review the complaint. The student will be notified within ten UCL working days of receipt of the complaint whether the matter will be progressed. Where a complaint raises multiple issues, we reserve the right to progress part of a complaint and inform the student that matters that constitute matters outside the scope of this Procedure cannot be considered.
5.11	If it is decided not to proceed with the complaint, the Casework Team will inform the student in an Outcome Letter, giving reasons for this decision. A student who is dissatisfied with this decision may request a review under Stage Two (Section 7).
5.12	Where a complaint is progressed, the Casework Team will submit the Complaint Form and any supporting documentation to the relevant academic unit or Professional Services division with a request for a written response. This will normally be submitted to the Head of the unit or division concerned with a request that they co-ordinate a response from the relevant colleagues. Where the nature of the complaint is such that in the opinion of the Casework Team a named individual would be most able to respond, the complaint may be sent to that member of staff directly. In developing its response the department may consult any members of staff who are able to provide relevant information. In the case of academic complaints, the relevant Faculty Tutor will also receive a copy of the complaint.
5.13	The written response will be requested within ten UCL working days of notification. This timescale may be subject to extension where circumstances require and where the response is felt to be necessary in order to respond to the complaint satisfactorily. The Casework Team reserves the right however to proceed to a decision if the department’s response is not forthcoming by the stated deadline.
5.14	The response from the department concerned will be forwarded to the student, who will be given five UCL working days to comment on any matters of factual accuracy. This does not constitute an opportunity to introduce new elements into the complaint which have not previously been considered and on which the members of staff concerned have not had an opportunity to comment. This timescale may be subject to extension where circumstances require and on the agreement of the Casework Team. The Casework Team may however proceed with taking a decision if the response is not forthcoming by the stated deadline.
5.15	The Casework Team will then determine whether a decision on the complaint can be reached on the basis of the written material. In cases where a decision can be taken, the Casework Team will notify all parties, in the form of an Outcome Letter, normally within ten UCL working days of the student’s comments on factual accuracy (Paragraph 5.17). The Outcome Letter will confirm whether the complaint has been upheld, partially upheld, or not upheld, and will give reasons for the decision and details of any action UCL proposes to take as a result.
5.16	Where a student is dissatisfied with the decision of the Casework Team, they may apply for a review by the Complaints Review Panel (Section 7 below).
5.17	Where the Casework Team conclude that further consideration of the complaint is necessary, or where it is not possible to reach a suitably informed decision without discussion with the parties concerned, the Casework Team will refer the matter to a meeting of the Complaints Panel (Section 6 – Complaints Panel refers).

6. The Complaints Panel

	Operation and Membership
6.1	Where the complaint is referred to a meeting of the Complaints Panel (‘the Panel’ hereafter), the Panel will consider the complaint and in so doing will:

	i.	accord equal procedural treatment to both or all parties concerned;
	ii.	seek further clarification of the written evidence from whomever it feels appropriate;
	iii.	interview the parties concerned.

6.2	The membership of the Panel will be as follows:
	the Chief Operations Officer/Executive Director of Student Services and Registrar (or nominee) [Chair] a senior manager selected from one of the Professional Services Divisions or Schools/Faculties or a senior member of staff drawn from a list approved by Academic Committee, usually a Faculty Tutor/Faculty Graduate Tutor from a Faculty other that with the student is registered a student representative (normally a Sabbatical Officer of Students’ Union UCL).
6.3	The appointment of Panel members will be made with regard to considerations of an appropriate balance of diversity.
6.4	A member of staff from UCL Student and Registry Services will be appointed to act as Secretary to the Panel. All documentation will be passed through the Secretary and there will be no direct communication, either written or oral, between the Panel and either the student or the member or members of staff concerned.
6.5	An additional member of staff from UCL Student and Registry Services may be appointed by the Registrar to support and advise a Panel as necessary in respect of UCL's Academic Regulations for Students and/or other relevant UCL regulations and procedures, according to the nature of the complaint.
6.6	Where necessary, an independent expert in the field of study or related discipline may be appointed, subject to the agreement of all parties, to advise the Panel either orally or in writing.
	Conduct of Complaints Panel Meetings
6.7	The conduct of a Complaints Panel meeting will be determined by the Chair of the Panel in order to ensure that the complaint is heard in such manner as s/he considers appropriate and fair.
6.8	All documentation relating to the complaint will normally be received by all parties no later than ten UCL working days before the meeting of the Panel. No further communications of any sort will be accepted for consideration by the Panel after this time except at the discretion of the Chair.
6.9	A single written record of the meeting will normally be made by UCL for the purpose of providing a factual record in the event of the decision going to Review.
6.10	Both the student and the member(s) of staff concerned are entitled to be present throughout a Panel meeting except when the Panel deliberates on its decision. Only in exceptional circumstances, and with the agreement of all parties, will individuals be heard separately. Each party will be entitled to be accompanied** during the Panel meeting by a ‘friend’ as defined at Paragraph 4.1. **Where a complainant is under 18 years of age they must be accompanied to any meeting by a parent, guardian or other responsible adult.
6.11	Requests by either the student or member(s) of staff concerned to call witnesses will be decided by the Chair of the Panel. Where agreed, the presence of either party (or of witnesses) at a Panel may be through virtual means such as video or telephone conferencing.
6.12	If any party fails to attend the Panel meeting, the Panel may proceed and determine the complaint in the absence of that party.
	The Decision of the Complaints Panel
6.13	The decision of a Panel will be reached by a majority vote of the members of the Panel, and shall be announced as the decision of the Panel.
6.14	The votes of individual Panel members shall always be treated as confidential and there shall be no disclosure either of such votes or of information showing whether the decision was reached by a unanimous or a majority vote.
6.15	The Panel may adjourn for a period not exceeding five UCL working days for the purpose of reaching its decision and/or deciding upon the appropriate action to be taken.
6.16	The Panel will complete a written statement of its findings and decision, in the form of an Outcome Letter, normally to be issued within ten UCL working days of the date of the meeting. The Panel is authorised to impose a solution on the officers of the area of UCL in which the complaint occurred, including where appropriate a recommendation for a Suspension of the Regulations. Any compensating action proposed in the light of the complaint will not be implemented until it is clear if a review of the Panel’s findings will be made and, if so, until the outcome of the review is known.
6.17	Subject to the rights of review, all decisions made in accordance with these procedures shall be binding on all parties.

7. Stage Two: Complaints Review

7.1	Stage Two will only be initiated once Stage One has been completed. The purpose of the review stage is not to reinvestigate the complaint itself but to address concerns about the decision, on any of the grounds set out at 7.4 below.
7.2	A student holding an Outcome Letter, either following a meeting of the Complaints Panel or following a decision taken by the Casework Team, may under certain circumstances apply for a review of that decision. In order to apply for a review the student must complete a Complaint Review Form and submit it to the Casework Team within ten UCL working days of the date of the Outcome Letter. A Complaint Review submitted beyond this timeframe will be deemed to be out of time and will not be considered unless there is independent evidence to show compelling reasons as to why the review was not requested in a timely manner. Where a Complaint Review is deemed out of time, UCL will issue a Completion of Procedures Letter on request, noting the reason why the Complaint Review was not considered and advising the student that he/she may be able to make a complaint to the Office of the Independent Adjudicator (OIA) for Higher Education.
7.3	The student must complete the Complaint Review Form, and include a statement explaining why they remain dissatisfied, attaching where appropriate any new evidence. All sections of the Complaint Review Form must be completed by the student and include a statement explaining why they remain dissatisfied, attaching where appropriate any new evidence. The Casework Team is unable to seek evidence on a student’s behalf. It is the student’s responsibility to provide this. A translation (undertaken by an accredited translator) must be provided for any material not in English – untranslated documents cannot be considered.
7.4	Students should note that a disagreement with the decision reached on their complaint does not in itself constitute grounds for seeking a review. Requests for a review of a decision can only be submitted on the grounds of:

	i.	procedural irregularity in the way in which the decision was reached;
	ii.	new evidence that was not available during consideration of the complaint and where it would have been impossible for that evidence to have been made available at the time;
	iii.	the decision was not reasonable given the circumstances of the case

7.5	If a Complaint Review Form is not received within 10 working days, we will assume that the student does not wish to request a review. Where a student subsequently requests a Completion of Procedures Letter, UCL will issue a Completion of Procedures Letter, noting that the student did not engage with the Complaint Review procedures in a timely manner and advising the student that he/she may be able to make a complaint to the Office of the Independent Adjudicator (OIA) for Higher Education.
7.6	A member of the Casework Team with no previous involvement with the case will acknowledge receipt of the Complaint Review Form and will assess the application to determine whether there are grounds for a review under Paragraph 7.4
7.7	Where, in the view of the Casework Team, the information submitted contains no grounds for further consideration of the complaint by a Complaints Review Panel, the student will be informed of this and will be issued with a Completion of Procedures letter within ten UCL working days of the receipt of the Review Form.
7.8	If the facts of the case indicate that the complaint decision did not take into account all the relevant information which had been provided by the student, a member of the Casework Team with no previous involvement with the case, may issue an Amended Outcome Letter which details any new or additional action UCL proposes to take.
7.9	There shall be no right to request a further review of the outcome as set out in the Amended Outcome Letter. On receipt of the Amended Outcome Letter, if the student is dissatisfied with the outcome, the student may request a Completion of Procedures Letter be issued which will advise the student that he/she may be able to make a complaint to the Office of the Independent Adjudicator (OIA) for Higher Education.
7.10	Where the information submitted contains grounds for further consideration of the complaint by a Complaints Review Panel, a member of the Casework Team with no previous involvement with the case will refer the matter to the members of the Complaints Review Panel.
7.11	The constitution of the Panel will be as follows:

	a)	Vice-Provost or the Chief Operating Officer (Chair), or nominee;
	b)	a Students’ Union UCL Sabbatical Officer;
	c)	a senior member of staff from a list approved by the Academic Committee.
		Those appointed to the Panel will not have had any prior involvement in the case.

7.12	The Complaints Review Panel will proceed as follows:

	a)	Where the Review is granted on the grounds of new evidence, the Chair of the Complaints Review Panel will determine within five UCL working days whether a further response from the Department, Faculty or Service concerned is required. Where such a response is deemed necessary, the review material will be sent to the Department within two UCL working days, together with a full copy of the original complaint and Outcome Letter, with a request for a response within ten UCL working days;
	b)	Where the Review is granted on the grounds of procedural irregularity or where a case is made that any compensating action was inadequate, the Review paperwork and original complaint will be sent within two UCL working days to the individual who was Chair of the Complaints Panel under Stage One, with a request for a response within ten UCL working days;
	c)	after receipt of any responses under (a) and (b) above, the Complaints Review Panel will consider the review application and the response.

7.13	The Complaints Review Panel may carry out its work by correspondence, or may arrange a meeting by agreement between its members. In either case, a member of staff from UCL Student and Registry Services will be appointed to act as Secretary to the Review Panel.
7.14	Where the Complaints Review Panel will carry out its work by correspondence, the Panel will make a determination which will be communicated to the student and all other relevant parties by the Secretary, normally within three working weeks of the receipt of the Complaints Review Form.
7.15	In cases where a meeting is deemed necessary, the procedures relating to the conduct of meetings and the confirmation of a decision by the Complaints Panel (Paragraphs 6.7 – 6.17) will apply, with the exception that the outcome will be confirmed in a Completion of Procedures letter rather than an Outcome Letter.
7.16	The Complaints Review Panel will have the power to reverse or modify the decision reviewed in any way that it thinks fit, or to direct that the matter be referred back to the original Panel for reconsideration.
7.17	A Completion of Procedures Letter will normally be issued five UCL working days after a decision is reached on the Stage Two review. If this timescale is to be extended for any reason, the student will be advised of this in writing.

8. Office of the Independent Adjudicator

8.1

The outcome of the Complaint Review will conclude UCL’s consideration of the complaint and will be confirmed in the form of a Completion of Procedures letter.

8.2

When a student has received a Completion of Procedures letter confirming that the internal procedures of UCL have been concluded, they have the right to submit their complaint for review to the Office of the Independent Adjudicator for Higher Education (OIA) if they remain dissatisfied. A student choosing to do this must do so no later than twelve months from the date of the Completion of Procedures letter, using the OIA’s Scheme Application form. The procedures and the form are available from the website of the OIA or from the UCL Students’ Union Advice Service (who will also be able to provide advice and assistance).