If something isn’t right with your course or a University service, you can raise an academic complaint. You’ll usually need to start informally first, and then move to a formal complaint if things aren’t resolved.

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Making a complaint helps fix issues for you and can improve things for other students too.

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Can I make a complaint?

Yes. If you’re genuinely concerned about something, you won’t be disadvantaged for raising a complaint.

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The University expects you to try to resolve things first through the Early Resolution (informal) stage.

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How do I make an informal complaint?

Start by raising the issue directly. You can:

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• speak to your lecturer or module convenor

• email the relevant staff member

• contact your College if you’re not sure who to speak to

• speak to your Course Rep about teaching or course delivery issues.

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What should I include in an informal complaint?

Your complaint should clearly explain:

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• what happened (a timeline of events)

• what part of the service you’re unhappy with

• how this affected your studies

• what outcome you would like.

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Common outcomes students ask for include:

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• a formal apology

• caps being lifted on referred assessments

• compensation for distress caused.

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You should also include evidence, such as:

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• emails

• screenshots

• any relevant documents.

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If you want feedback before sending, you can email advice@exeterguild.com with your draft and we’ll take a look.

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What happens after I submit an informal complaint?

You should receive:

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• an invitation to a meeting within 5 working days, or

• an email response within 15 working days.

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If you’re not happy with the outcome, you can move to a formal complaint. You’ll need to do this within 10 working days of receiving the outcome.

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How do I make a formal complaint?

If your issue isn’t resolved informally, you can submit a formal complaint. You can do this through:

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• the Student Records System (SRS)

• the MyExeter app (More tab).

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What should I include in a formal complaint?

Your formal complaint should include:

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• a clear explanation of the issue

• a timeline of events

• the impact on your studies

• the outcome you’re seeking

• supporting evidence.

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What happens after I submit a formal complaint?

You should receive an acknowledgement within 5 days.

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The University aims to resolve formal complaints within 45 calendar days. If it takes longer, they should let you know and explain why.

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You may be invited to a complaint meeting. This is your chance to explain your experience in more detail, so it’s worth attending if you can.

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We may be able to attend this meeting with you for support. To ask about this, email advice@exeterguild.com or complete our enquiry form.

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What if I’m not happy with the outcome?

You can request a review of your complaint. You’ll need to submit this within 10 working days of receiving your formal outcome.

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What can I request a review on?

Your review must meet one of these grounds:

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• new and relevant information is available that couldn’t have been provided earlier

• the University didn’t follow its procedures

• there was bias or prejudice in how your complaint was handled

• the decision made was unreasonable based on the information available.

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Example:

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• you were diagnosed with a health condition after submitting your complaint that would have affected your situation

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You’ll need to clearly explain how you meet one of these grounds.

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How quickly do I need to act?

You should raise your complaint as soon as possible after the issue happens. Delays can make it harder for the University to investigate and resolve things.

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Can I get help with my complaint?

Yes. We’re here to support you. Our Advice Team can:

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• help you understand the process

• give feedback on your complaint

• support you in preparing for meetings.

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To get support, email advice@exeterguild.com or complete our enquiry form.

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If you’re invited to a meeting, we may be able to attend with you. We can’t represent you or speak on your behalf, but we’ll help make sure you’re treated fairly and able to put your case forward.

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What are the chances of success?

It depends on your situation, every complaint is different. We can sometimes look at similar cases that have gone to the Office of the Independent Adjudicator (OIA) to help you understand possible outcomes.

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The OIA is an independent ombudsman for higher education. If you’re still unhappy after completing the University process, you may be able to take your complaint to them.

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Not sure where to start or if a complaint is the right step? Get in touch. We’ll help you figure out what to do next.