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► Postgrad Service - Complaint Procedure

 
Postgraduate Academic Welfare Service
 
Complaints Procedure
 
1.                  OUR AIM
 
We aim to provide a service of a standard acceptable to all our users, if we fail to do this we want to know about it. This will enable us not only to deal with the specific problem but also to prevent it happening again.
 
2.                 INTRODUCTION
 
This policy sets out the procedures we will follow when we receive complaints about the service from service users. It does not address complaints made by ULU staff, executive officers, or job applicants, who can use separate procedures.
 
3.               THE PROCEDURE
 
When someone wishes to register a complaint, the following procedure should be adopted:
 
Attempts should be made to resolve the issue without invoking the formal process, if appropriate given the nature and seriousness of the issue. This informal process will involve a discussion between the person complaining and the adviser. If this is inappropriate, or the informal stage fails to resolve the issue, them stage 1 of the formal process should be invoked.
 
The complainant may bring a representative or friend at any stage of this process.
 
Stage 1
 
The complainant should be asked to put their complaint in writing to the general manager, or nominee, by completing a letter or email.
 
If the person complaining is not able to put their complaint in writing they will be offered an interview with the general manager (or nominee) and a formal written record of the interview will be taken. The role of the general manager (or nominee) at this meeting will be confined to recording the complaint and obtaining approval of the written record by obtaining the complainant’s signature to indicate agreement with the contents. 
 
The general manager (or nominee) will investigate the complaint and attempt to resolve it.
 
If the complaint is about the behaviour or actions of a member of staff, the general manager (or nominee) should offer the member of staff an opportunity to put forward their account.
 
The general manager (or nominee) will ensure that all complaints will be responded to in writing within 21 days of receipt of the written complaint. The response letter will summarise what investigations have been carried out and what action, if any, is proposed to resolve the matter. A copy of this letter should be kept by the general manager (or nominee) together with a completed monitoring form.
 
If response by letter is inappropriate, the  complainant will be offered an interview with the general manager (or nominee) to inform them of what would otherwise be contained in the response letter. This meeting should be held within 21 days of receipt of the complaint. A written record of this interview will be kept and a copy given to the complainant.
 
If the complainant is not satisfied at this stage they should ask for the matter to be dealt with under Stage 2 of the complaints procedure.
 
Stage 2
 
Where the matter is not resolved by Stage 1, the  complainant  should immediately refer the complaint in writing, giving an explanation of why they remain dissatisfied, to the president (or nominee) for their consideration [in accordance with the ULU Constitution.] The president (or nominee) will respond within 21 days of receipt of the complaint. If the complainant is unable to submit the stage 2 complaint in writing then a meeting between the president (or nominee) and the complainant will be arranged to discover the reasons why the complainant remains dissatisfied following the conclusion of stage 1. A written record of this meeting will be kept and a copy given to the complainant.
 
Where the complaint resolves around the quality of advice given, the president (or nominee) will endeavour to seek an independent opinion to assist in their decision, probably from another students’ union advice centre. This may delay the response time due to the commitments of the independent students’ union.
 
If the complainant is not satisfied with the decision of the president (or nominee) they may take the matter further to Stage 3.
 
Stage 3
 
The complainant may appeal against the decision of the president by referring the matter to the ULU Council, as provided for in the ULU Constitution. The Chair of the Council (or nominee) will investigate the matter by convening a meeting (according to the ULU constitutional process set down to examine staffing issues) The process will be the same as described at stage 2; i.e. in writing or by a specifically arranged meeting to ascertain the cause of the continued dissatisfaction.
 
This will conclude the advice centre complaints process.
 
4.                  RECORDING AND MONITORING OF COMPLAINTS
 
All complaints will be recorded and kept on file, including those which were resolved without being put in writing. The complaints monitoring form shall be used to do this. All complaints shall be treated with regard to the confidentially policy.
 
The general manager will make a report once a year to the executive committee summarising the nature of complaints received and how they were resolved.
 
5.                  PUBLICISING  THE PROCEDURE
 
The adviser is responsible for the ensuring that posters and leaflets about the complaints procedure are displayed in the waiting area and interview rooms. The posters and leaflets must explain clearly the procedure for making the complaint.
 
6.                  ENSURING THE EFFECTIVENESS OF THE PROCEDURE
 
All members of the executive committee will receive a copy of complaints procedure.
 
Existing and new members of staff will be introduced to the complaints procedure at induction and in training. The procedure will be reviewed annually and amendments should be agreed and proposed by the executive committee.