Complaints procedure

UCL is committed to providing a high-quality educational experience for all students, if you’re unhappy with the way we’ve dealt with something, please let us know so we can better support you.

UCL encourages students where possible to initially try to submit an informal complaint through this form. 

We would like to reassure our students that all complaints will be handled in a professional and respectful manner.

We will respond within ten working days of the complaint being received. In the event that the reviewer is on leave the complaint will be passed to a deputy within our teams.

Informal Complaints Form

We know that sometimes when you need support it might not occur during our opening hours. We have dedicated support 24/7 should you need to speak to someone urgently. We have same-day appointments available on weekdays that are bookable on the day. These are first come first-served, and where we are concerned about your wellbeing, please be assured that we will take measures to provide support.

Seeing an adviser.

UCL has a tool for reporting instances of bullying, harassment or sexual misconduct called Report + Support. You can decide to make your report anonymously where you won’t be asked to provide identifiable information and the information provided will be monitored for statistical purposes to inform prevention work. If you decide to provide your information, you will have the opportunity to be contacted by an advisor who can discuss your concerns with you and provide initial support as well as signposting to further specialist support.

Recording complaints

Any complaints received will be recorded centrally. 

This log will record:

  • The date that the complaint was received.
  • The date that the complainant was responded to, including an offer of any meetings.
  • The date that any meetings were held.
  • A brief description of the complaint.
  • A note on whether or not the complaint was resolved, or else referred to the Formal Complaints procedure with UCL’s Casework team.
  • A record of any subsequent correspondence or discussions with the student or their advocate.

If you do not want to use the Student Support and Wellbeing Services Informal Complaint Form, or are unhappy with the way the complaint has been addressed, you can complain through UCL’s Formal Complaints Procedure.

Formal Complaints Procedure

Related pages

Navigate to Student Support and Wellbeing Services Charter
A UCL student sat on a bench outside at the UCL East campus, wearing headphones and looking down at her phone

Student Support and Wellbeing Services Charter

Student Support and Wellbeing Services are committed to providing high-quality customer service. We value and respect our diverse range of users and this charter represents our agreement with you.