This information gives an overview of the steps to raise a complaint; the full process can be requested by contacting the HE Quality team at hequality@ucleeds.ac.uk.
Stage 1 - Early Resolution Stage
Where an individual considers they have grounds for complaint, we encourage them to first raise their
concerns through the relevant complaint’s inbox: hequality@ucleeds.ac.uk
Informal resolution is encouraged as the first step, meaning you should try to address the issue directly with the individuals involved or with your programme team. This may involve providing more information or a clearer explanation, suggesting solutions, offering an apology where appropriate, or recommending further assistance or support. If the matter cannot be resolved informally, you should then move on to Stage 2 and submit a formal complaint. You may also contact the Quality Team for guidance and information about your complaint, ideally including any evidence that supports it.
Stage 2
A formal complaint must be submitted to the HE Quality Team, along with any supporting evidence. Once received, the HE Quality Team will log the complaint and begin gathering information to determine whether a resolution can be reached or if it should progress to Stage 3, where an independent investigating officer, usually a Head of School or an appropriate manager from outside the area involved will be appointed. You will be informed when your complaint has been received and when the investigation begins.
Stage 3 - Investigating the Complaint
The Investigating Officer will carry out an investigation into the complaint and may contact you or any individuals involved at their discretion. You will usually be contacted within five working days of the complaint being received, and if more time is needed, you will be kept updated. If you are asked to attend a meeting, you may bring a registered Luminate student or employee for support, though they cannot speak on your behalf, attend in your place, or act as legal representation.
The Investigating Officer, supported by the Quality Team, will record and minute all aspects of the complaint; however, these internal findings will not be shared with you as they may contain sensitive or confidential information. Based on the evidence, the Investigating Officer will determine the outcome of the complaint, which will be communicated to you in writing along with any actions or conditions where appropriate.
Stage 3 - Formal Appeal
This stage should only be used when a complaint has not been resolved at Stage 1 or Stage 2, and the appeal must be submitted within 10 working days of receiving the Stage 2 outcome. The appeal must be made in writing by email, outlining the complaint, the steps already taken at the previous stages, and the resolution sought. Appeals should be sent to hequality@ucleeds.ac.uk. A written response will be issued within 10 working days, explaining how the appeal will be investigated and when an outcome can be expected. Once the investigation is complete, the investigating officer will write to the complainant with their decision and the reasons behind it, normally within 30 working days from the start of the Stage 3 investigation.
