Student Complaints Policy and Procedure

Student Charter

The Student Charter sets out the general entitlements and responsibilities of students.  If you believe you have a legitimate complaint, you should refer in the first instance to the Student Charter to clarify what is reasonable for you to expect from the University in the relevant area and whether you have discharged your corresponding liabilities, if applicable.  If you do not know who is responsible for a particular area or how to contact him or her, your Department or School Office or the Guild of Students will help you.

Information about the Student Charter is available from the Teaching Quality Support Division

Making a complaint

If, having consulted the Student Charter, you wish to proceed with a complaint you may invoke the Student Complaints Policy and Procedure. 

Student Complaints Policy and Procedure [pdf]

The Student Complaints Policy and Procedure sets out how students may seek to have their complaint addressed.  It should be recognised that the vast majority of concerns which a student may have can be handled fairly, amicably and to the satisfaction of all concerned on an informal basis.  Only when informal means have been exhausted should a complaint be pursued. 

Informal advice about the Student Complaints Policy and Procedure may be obtained from the Academic Compliance Team in Student Administration and Support, (email appeals@liverpool.ac.uk), or from the Guild of Students.

The Student Complaints Policy and Procedure does not cover the following matters for which separate procedures exist:

Appeals against academic assessment and progress decisions

Disciplinary issues

Complaints about bullying, harrassment or discrimination

Complaints relating to the Guild of Students

A pro-forma for submission of a complaint is available:

Student Complaints Proforma