How to complain and you get compensation from your own university
In recent years, it has been noted that student complaints are on the rise at their universities. A total of 2,763 complaints were received by the Ombudsman of the Interior Agency (called the OIA) in 2021. There has never been a number higher than this in the history of the company. As part of that recommendation, the committee recommended to the government that students should receive a compensation of £792,504.
Are you sure that you have a legitimate grievance against your university? Do you think you have a valid complaint? You may be entitled to hundreds of dollars in compensation if you follow our steps to file a complaint.
Making an official complaint
Filing a formal complaint with your university can be quite stressful and time consuming, and it can take a long time to do so. You should at least attempt to resolve this issue informally, in the event that it cannot be resolved without formal action being taken. It might be helpful to speak with your tutor one-on-one. In some cases, they may be able to help you resolve the situation on your behalf and on your behalf alone. There is no need to put together a formal case and letter to support your request, this will be much quicker and easier. Before submitting an official complaint to your university, you are probably expected to try this first before submitting one.
Check your university complaint
Appeals and complaints from students are handled differently by every university on a case-by-case basis. To begin with, you should read through the university’s own internal policies. If you search for it in the right place, you should be able to locate it pretty easily online if you know where to look. If you want to find out about the complaints policy of X university, try to Google it.
According to the University of Manchester, for example, a flowchart detailing the procedure that must be followed is available. Talk to the student services department of your university if you are unable to find the policy online for your university. Please note that you may have to submit your complaint within a certain time period following the incident. You don’t want to waste any more time, so don’t wait!
Receive completion letter
Oftentimes, it takes time for a problem to be resolved, and that is to be expected. The university is unfortunately under a legal obligation to inform you as soon as possible the ‘Completion of Procedures’ (COP) letter has been sent. There are basically a couple key points that are outlined here, including what they have found and their final decision. Generally, you will hear back from them within a week to let you know that your complaint has been received. If they don’t come to a decision within a month or two, then it may take them longer to do so.
We must keep in mind that some universities will attempt to wriggle out of this situation as quickly as possible. In view of this, you may find it harder to file a complaint with an ombudsman (an individual or body appointed by the government to look into complaints made against companies or organizations), if you are not satisfied with the outcome. Hence, it is important to follow up with them as soon as possible.
There are exceptions to this policy. In those cases, the university may look into your complaint if they have not responded to you within 90 days of your initial complaint. Here you can find a complaint form that you can download and fill out. It would be best if you could discuss with the university the reasons and expectations you have in regards to the case in order to challenge the university’s decision. When you submit your complaint to the university, you must attach all the evidence and paperwork that you used. The letter from your COP must be enclosed with your submission as it is very important.
It is possible that the Ombudsman will either agree with the university’s decision or force it to be reviewed by a higher authority. In the unlikely event that you are still dissatisfied with the outcome of the case, you may want to seek legal advice if the case is serious. In this situation, it is recommended that you contact Citizens Advice as soon as possible.