Swansea University

2. General Principles

The following principles shall apply when dealing with student complaints:

2.1

Complaints may be made by individual students or by groups of students; they may not be lodged by a representative, a parent or any other third party (Unless it can be shown that there are exceptional grounds why the student cannot make the complaint themselves).

2.2

The University  expects all parties to act reasonably and fairly towards each other, and with respect.  If a complaint is not upheld, the reasons for the decision will be communicated to the complainant.

2.3

Complainants will not suffer any disadvantage or recrimination as the result of making a complaint in good faith. Only if a complaint is judged to have been made frivolously, vexatiously or with malice, could disciplinary issues arise in relation to the complainant. (See Disciplinary Procedures, regulation 7.)

2.4

Complainants, and those against whom complaints are made, may expect complaints to be dealt with confidentially and that their privacy will be respected.  However, any person who is the subject of a complaint will normally be advised, and the complaint normally copied to him/her, in order that he/she is given opportunity to respond - unless the complainant requests and can demonstrate that there is a good reason for not doing so. 

2.5

Students can seek free and independent advice and support, in confidence, from the Students’ Union Advice Centre

2.6

Staff implicated in a student complaint may seek support from their line manager and/or Human Resources.

2.7

A complaint made to the Vice-Chancellor will be referred to the Academic Services nominee, who will ensure that it enters the Procedure at the appropriate point.

2.8

Where a complaint also contains within it an appeal and vice versa, it is possible for the complaint or appeal to be reclassified (at whatever stage they may have reached) and processed under the most relevant regulations or procedures if this is likely to lead to a more appropriate outcome for the person(s) complaining or appealing.

2.9

It is a student’s responsibility to ensure that his/her contact details are correct on the central records system. The University bears no responsibility for letters that do not reach a student due to his/her record not being kept up to date.