The University for the Creative Arts considers carefully how best to support your experience throughout your time with them. Occasionally you may feel your expectations have not been met and want to tell somebody about it.
THE COMPLAINTS PROCESS
The University has a 3 stage complaints process. They want to resolve any concerns you may have as soon as they arise, and in most cases, this can be done informally. So if something isn’t quite right, get in touch ASAP.
Complaints are dealt with confidentially and without recrimination – students won’t suffer disadvantages in their studies if they make a complaint.
THE LOCAL STAGE 1
Coordinated by a campus ‘Faculty Complaints Coordinator’ from student Registry, the informal stage is based around a conversation; between yourself or your group and members of staff at the institution who will then look into the problem.
THE UNIVERSITY STAGE 2
If you are dissatisfied with local attempts at solving the complaint then it can be taken to the University stage. Fill out the form and send/to the Quality Manager (Appeals & Complaints). You have to explain specifics about your complaint and why stage 1 didn’t resolve the issue.
The Students’ Union can assist you with the as well as support you through the process generally.
You can download the form from MyUCA (‘Student Complaints and Appeals’ tab), and read through the Students Complaints Policy or pick up a hard copy from the Campus Registry.
The Complaints Policy details the regulations and procedures of the University’s complaints process. The University always welcomes feedback on the policy itself, so if you feel there are areas that aren’t working as well as they could, please let the Students’ Union know so we can pass your comments on to the appropriate individuals.
THE APPEAL STAGE 3
If it’s still not resolved then you can appeal in writing to the Vice Chancellor if there is new evidence, the decision is unreasonable or there was procedural error.
In the event that the University is not able to resolve the complaint to your satisfaction at any of these stages, you may make a formal complaint to the Office for the Independent Adjudicator for Higher Education (OIA – http://www.oiahe.org.uk).
The OIA is an independent body set up to review student complaints. Free to students, the OIA deals with individual complaints against Higher Education Institutions in England and Wales.
Last updated 09/06/16
Information correct at the time of publishing