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Friday 22 August
My.Anglia > Staff > Sec clerk > Feedback

Feedback & Complaints

Comments, Compliments or Concerns

Anglia Ruskin University is committed to providing you, our customer, with the best possible service.  We firmly believe that the best way to improve our services is to listen to you.  We value your feedback.

Please visit www.anglia.ac.uk/feedback and let us know your Comments, Compliments or Concerns. Your feedback will be listened to and feedback posters will be displayed on campus.

Complaints

We recognise that from time to time our customers may wish to raise a formal complaint regarding our University services or issues with other members of our University.

We have different procedures for dealing with different types of complaint and they are:

When to complain

All complaints are taken seriously and students will not be penalised for making a genuine complaint.  If you are considering making a complaint it is important you understand the difference between the Academic Appeals Procedure and the Student Complaints Procedure.  

If you are dissatisfied with some formal process, for example, if you wish to challenge an examination/assessment decision, then Anglia Ruskin University has in place an appropriate internal mechanism for appeals to be heard against academic decisions and this is contained within the Academic Appeals Procedure.

However, if you are dissatisfied with University facilities or services, or wish to complain about an individual staff members conduct, then you should use the Student Complaints Procedure.

Student Complaints Procedure

The Student Complaints Procedure is set out in the Rules, Regulations & Procedures for Students. The Students Complaints Procedure, in consultation with the Students' Union, has been designed to:

  • Reflect the principles of natural justice
  • Be transparent and involve timely resolution of the complaints
  • Include procedures for independent review and decision making
  • Encourage the resolution of the complaint at a local level

The Student Complaints Procedure applies to all students of Anglia Ruskin University and the following list indicates some examples of the type of complaint covered by this procedure:

  • Misinformation about an academic programme
  • Poor teaching or supervision
  • Insufficient facilities
  • The behaviour of a member of staff
  • The failing of a University service academic or non-academic

If you wish to make a complaint under the Student Complaints Procedure then you will need to complete the Stage 1 complaint form and email it to complaints@anglia.ac.uk as stated on the forms. It is important that you have read and understood the procedure outlined above. PLEASE NOTE that all complaints must be sent to the Secretary and Clerk’s office within three calendar months of the incident or the event the complaint is about. If the complaint relates to a series of incidents or events, you must make the complaint within three calendar months of the first incident or event.

 

Where to get help

If you are considering making a complaint it is important that you have read and understood the Student Complaints Procedure mentioned above.  If you need help or further information you can get advice from Student Services or the Student's Union.

 

Student against student complaints

If you wish to complain about another student then you should refer to the procedure for the Student Discipline Committee contained within the Rules, Regulations & Procedures for Students.

 

Other types of complaint

If you are an individual or organisation and you wish to complain about some aspect of Anglia Ruskin's activities, a member of its staff or one of its students then please send details of the concern or complaint to Jennifer Powell, Board Executive Assistant in The Office of the Secretary and Clerk, 3rd Floor, Tindal Building, Chelmsford Campus, CM1 1SQ. You should use the generic email address below i.e. complaints@anglia.ac.uk

Emails will be acknowledged immediately and a response will be given within five working days.

Letters will be responded to within five working days of receipt.

Email:  complaints@anglia.ac.uk
Postal address:  Office of the Secretary and Clerk, Anglia Ruskin University, Bishop Hall Lane, Chelmsford, Essex, CM1 1SQ

 

Annual Student Complaint Reports