Complaints and Reporting

We’re sorry that you’re in a position where you feel the need to visit this page. Please know that your concerns matter to us, and we take every complaint seriously.
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Wherever possible, we’d love the opportunity to resolve things together informally. But if you feel a formal complaint is the right step, you can be assured it will be handled with care. If within our investigative scope, it will be fully investigated within the timeframes outlined below.  If the issue falls outside of what we’re able to investigate, we may direct you to the police or another appropriate organisation who can support you further.

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If you're in need of extra support during this time, we encourage you to reach out to the University Wellbeing Services - they’re here to help you. 

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If you have experienced or witnessed any form of harassment, bullying, intimidation, or discrimination, we also encourage you to additionally report this through the University’s Support and Report page. Your voice matters, and we want to ensure that everyone feels safe and supported. 

Make a Complaint

If something’s gone wrong and you want to raise a concern with Exeter Students’ Guild, there are a couple of routes you can take. 

Informal Route

We aim to resolve concerns informally where we can - through a conversation, mediation or something practical like a refund. If you feel comfortable you can talk to the most relevant person which could be a member of Guild staff.

Formal Route

If the complaint has not been satisfactorily resolved, or the nature of the complaint is serious, you can submit a formal complaint via email using the Guild’s complaints process.  

Complaints We Can Investigate

Service complaints

If you’re unhappy about any of our services, including the service provided by Guild staff, you can complain in line with our Complaints Policy using the options above. 

code of conduct complaints

Our Code of Conduct outlines the expected behaviour for all Guild members, including individuals, societies and groups. If you believe someone has violated it during a Guild event, activity, volunteering, or society participation (including online), you can report it using the options above. 

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Complaints must be raised within 28 days of the event occurring. 

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You can also complain to the Guild if an alleged breach of the Code of Conduct by other member(s) has impacted your ability to access and/or participate safely in our activities, opportunities or events. 

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If your complaint is related to Student Elections, please contact elections@exeterguild.com. 

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When submitting a complaint, we will need:

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Your full name and contact details 
The details of your complaint – focusing only on the necessary information
The informal steps taken already (if applicable) and why you’re unhappy with the outcome of these  
What outcome or resolution you would like.

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Your complaint may take longer to be investigated if you do not provide all the relevant information.  

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If your complaint is about the University instead, please submit your complaint via their website.

What happens next?  

Here is a bit more information about what you can expect from the formal complaints process. 

#1

Complaint acknowledged via email (within 7 days of receiving all the required information). 

We’ll be in touch to confirm we have received your complaint.

#2

Complaint investigated (within 28 days)

Once we receive your complaint, we’ll check whether it falls within the Guild’s scope (outlined above).

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If it does, you’ll be assigned an impartial investigator who will review the evidence, speak to the people involved, and gather any relevant witness statements. If the issue falls outside of what we’re able to investigate, we may direct you to the police or another appropriate organisation who can support you further.

#3

Complaint outcome (within the 28-day investigation period).

If your complaint or report is unsubstantiated, no further action will be taken.

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If the complaint is substantiated, it will be reviewed by a decision-maker panel to determine the appropriate outcome under our Member Disciplinary Procedure. 

Support for you

Our Advice Team are always here to support you if you need it with housing, academic and money advice. They're free, impartial and confidential.  

Documents and Policies

Not sure what policies exist to protect you? Take a look to find out more.

Complaints Policy

Member Code of Conduct

Member Disciplinary Policy

Sexual Misconduct Policy

External Speaker Framework

Freedom of Speech Code of Practice

How to Report in Exeter

We encourage students to report incidents, whether anonymously or openly, through Support and Report or seek confidential wellbeing support from the University's Wellbeing Services, who provide support tailored to your individual circumstances.

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Reporting to the police or the University is always entirely your choice, and we’re here to guide you without pressure. By sharing your experiences, you help us not only support you but also advocate for stronger measures to protect others. 

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 Remember: if you are in an emergency, call 999 and ask for the appropriate service. 

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If you’re based on campus: the University’s campus security teams are mobile, response-based services covering all aspects of security, safety and welfare for staff and students on our campuses. They are available 24 hours a day, 365 days a year. 

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Estate Patrol on our Exeter campuses, routine 01392723999 or emergency 01392722222. 

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You can also contact security directly through the SafeZone app. The app is available to all Exeter students and makes it easier for you to contact Security directly from your phone. 

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 The Devon and Cornwall Police website includes guidance on how to report a hate crime and lists a number of local and national organisations and charities that can support if you have been a victim.  