Updated Student Complaints Procedure

In November 2019 Council approved revisions to UCL’s Student Complaints Procedure, developed in discussion with key staff and the students’ union. The updated Procedure went live at the start of the 2020 calendar year.

The principal change is a rationalisation of the arrangements for appealing UCL’s decision on a student complaint. The new Procedure has a single ‘Stage 2’ appeal route, which applies whether or not the matter has been referred to a full hearing of the Complaints Panel.

The revisions also include more user-friendly language, clarification of the availability of the procedure to students taking short courses, and adjustments of the timescales at various stages of the process. Students now have two months to submit a formal complaint from the date of the issue or decision in question, up from 28 days in earlier versions.

A number of advisory appendices have also been added, summarising the interaction between complaints and related procedures, giving details of sources of support for students considering submitting a complaint, and setting out UCL’s expectations in terms of complainant behaviour. 

Contact email for further information: casework@ucl.ac.uk