Student Complaints

When completing the University of Derby Student Complaint Form, you should:

• Clearly explain what has happened
• Include dates and names where appropriate
• Explain why you are dissatisfied
• Describe the impact the issue has had on you
• Explain what outcome or resolution you are seeking
• Include any information you feel is important to help the University understand your complaint

Supporting evidence helps the University understand the concerns you have raised. The Student Complaints Procedure is an evidence-based process. The burden of proof rests with the student to explain and evidence the concerns being raised.

Your evidence should:

• Support the concerns described in your complaint
• Relate to the relevant time period
• Clearly demonstrate what happened
• Be provided from the original source where possible
• Include relevant dates and times
• Explain the impact the issues have had on you

Submit your completed Complaint Form and any supporting evidence to:

studentcomplaints@derby.ac.uk

Before submitting, ensure you have attached all relevant supporting documentation.

Once your complaint has been acknowledged, a Case Officer will review your submission within 5 working days. 

The Case Officer does not decide the outcome of your complaint.

Their role is to review your complaint, determine whether it can proceed under the Student Complaint Procedure, and ensure it follows the correct process.

The Case Officer will review:

• Whether your complaint form has been completed fully
• Whether you have sought informal resolution
• Whether sufficient information has been provided
• Whether sufficient supporting evidence has been submitted
• Whether further information is required
• Whether the complaint should proceed to formal investigation

Following this review, one of the following actions may be taken;

• The complaint may be rejected
• Further information or evidence may be requested
• Informal resolution may be explored where appropriate
• The complaint may be referred for a formal investigation

• The complaint has been submitted outside of timescales
• The complaint falls outside the scope of the Student Complaint Procedure
• The complaint has already been considered
• Insufficient information or evidence has been provided
• The concerns should be considered under another University procedure
• Local resolution has not yet been attempted where appropriate

During the investigation, the investigator will:

• Review your complaint and supporting evidence.
• Request additional information.
• May meet with you to discuss your complaint.
• Speak to staff or relevant other individuals/departments
• Review University records and documentation.
• Reach an evidence-based decision.

Step 1

Normally completed within 10 working days of an investigator being appointed.

Step 2

Normally completed within 20 working days of an investigator being appointed.

Review

Normally completed within 20 working days. of an Executive Reviewer being appointed.

If delays occur due to complexity or availability of information, you will be kept informed and provided with an updated timescale.

In some cases, delays may occur where the matters being investigated are particularly complex. The investigator may also need to speak with multiple individuals or review additional evidence before reaching a decision. Where delays occur, you will be kept informed and provided with an updated timeframe.

The investigator has found that the complaint is supported by the circumstances and evidence provided.

The investigator has found that some aspects of the complaint are supported by the circumstances and evidence provided, while others are not.

The investigator has found that the complaint is not supported by the circumstances and evidence provided.