Student complaints about staff - Guidance for Managers
Student complaints about members of staff should, where possible, be dealt with informally by
the manager in the first instance. The manager should attempt to resolve problems before
they reach a more formal stage, but sometimes the issues raised in the complaint may mean
that HR should be involved. The following should serve as general guidance but if you have a
particular query or would like further advice on any matters regarding student complaints then
please contact Student Policy and Regulation (SPR).
Details of the Student Complaints Procedure can be found at
The procedure consists of 3 stages:
Stage 1 – Local Resolution
Stage 2 – Formal Resolution
Stage 3 – Appeals
At the end of the formal resolution stage, written notification of the decision as to whether the
complaint has been upheld or not will be given and any recommendations made.
Disciplinary action or training requirements may be options to be taken in respect of
member/members of staff as appropriate.