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Monday 16 December
My.Anglia > Staff > Sec clerk > Complaints > Feedback and Complaints

Feedback and Complaints

Tell Us

We always welcome your view on the service we provide. Please visit www.anglia.ac.uk/tellus to find out more information and share with us your Comments, Compliments or Concerns.

Complaints

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

Student Complaints


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

A complaint is defined as any specific concern about our University, including provision of a programme of study or related academic or support service.

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.  

The Academic Appeals Procedure is our internal mechanism for appeals to be heard about academic decisions.

Whereas, 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. It is important that you have read and understood the procedure before you make a complaint. 

The Student Complaints Procedure applies to all students of Anglia Ruskin University and is designed to ensure that complaints are dealt with fairly, consistently and in a timely manner.

The first stage of our Student Complaints Procedure is to try and resolve the issue informally through early resolution. This must be done within twenty working days of becoming aware of an issue. You should talk to the person closest to the complaint, for example when complaining about a course, the module tutor or course director/leader would be the most appropriate person to talk to.

If this doesn’t resolve your concern you will need to make a formal complaint and complete the Stage 1 Complaint form.  This can be submitted online or emailed to complaints@anglia.ac.uk. This must be received by the Secretary and Clerks Office within twenty working days of the completion of the informal early resolution process. You will be required to enter the details of your attempt to resolve the complaint informally on the CS1 complaint form.

If you are dissatisfied with the outcome of your CS1 complaint you can ask for a review of our decision by completing a Stage 2 Complaint form on the following grounds:

  • the decision-making process did not follow ARU procedures; and/or 
  • the decision itself is unreasonable; and/or
  • there are new material facts that become known only after the CS1 response was issued

 

This must be received by the Secretary and Clerks Office within twenty working days of receiving your CS1 response.

 Time Limits

Your complaint must be raised within twenty working days of either
(a) the date which the event complained about occurred; or
(b) when you reasonably should’ve become aware of an issue.

If the complaint relates to a series of incidents or events, you must make the complaint within twenty working days 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 require further guidance or assistance regarding your complaint, the Students’ Union can provide independent advice:- http://www.angliastudent.com/advice/. You can also get further information or advice from Student Services.

Student against student complaints

If you wish to complain about another student then you can do so by emailing the Office of the Secretary and Clerk at complaints@anglia.ac.uk. In these cases we will usually follow the Student Discipline Procedure found in the Rules, Regulations & Procedures for Students.

If you require help or support to make a complaint or because a complaint has been made against you, you can contact the Student Union Advice service http://www.angliastudent.com/advice/ or you can also get further information or advice from Student Services.

Complaints must be made in a timely manner and you should provide full details of your concerns. You should include where possible, the name of the student you are complaining about and what you would like as a resolution.

We will only look into complaints where the behaviour alleged has breached our regulations as set out in 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 complaints@anglia.ac.uk or addressed to the Secretary and Clerk, 3rd Floor, Tindal Building, Chelmsford Campus, CM1 1SQ.

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

Letters will usually be responded to within ten 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