As most complaints can usually be easily and amicably resolved it is expected that in the first instance, a complainant should contact the students' union staff member who is most immediately relevant to the matter in hand for complaint resolution. A list can be found in the Complaints Procedure.

The Complaints Procedure outlines the formal stage. Complaints are made via a form on the website. Complaints are reviewed for eligibility, some complaints may be referred back to the informal stage. Immediate action may be taken in respect of a complaint. Complaints are generally investigated by an independent party. The investigating officer writes a report recommending that a complaint be upheld, not upheld or partially upheld.

Complaints should be raised using the online form. The form requires the following information:

• The name(s) and contact for the complainant;

• The outline of the nature of the compliant;

• Any action(s) taken so far to resolve the issue(s) under stage 1 of the complaints procedure;

• The outcome/resolution the complainant is seeking to resolve the matter which is the subject of the complaint;

• Any supporting evidence which relates to the complaint e.g. emails, copies of letters, witness statements and any other relevant supporting documentation, should be attached to the form when submitted.

If the complainant is not satisfied with the outcome of their complaint they can appeal within 10 days of receiving the outcome. An appeal must demonstrate one of the following:

• That there is new evidence, not previously made available

• That there was a procedural irregularity

• That the penalty imposed is disproportionate to the breach.

Appeals will be heard by a panel. The panel will have the authority to uphold the original outcome, partially uphold the original outcome or overturn it.