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Feedback, complaints, and refunds

Last updated: 10/08/2022 11:05

We welcome your feedback and further information about your experience, so that we can continuously improve our events and our students/graduates' experience.

This information applies to graduates of the Class of 2020, 2021, and 2022.

Providing feedback

A great deal of time, care, and attention has been devoted to graduation arrangements, to make the events special for our graduates and their guests.

We recognise that graduates or guests may have comments that they wish to share about the day and we encourage you to do so by emailing your feedback to Graduation@cardiff.ac.uk and we will respond to you.

Making a formal complaint

If you are a graduate who wishes to raise a formal complaint about your graduation experience you can do so under the Student Complaints Procedure.

Please be aware that complaints must be:

  • raised by the graduate
  • submitted within 28 days of your Graduation Day (taking place in July 2022)
  • include the completed form(s) - see 'related documents' - the forms contain further details on how to raise your complaint
  • emailed to studentcomplaints@cardiff.ac.uk before the 28-day deadline.

How your complaint will be handled

All complaints are reviewed on a case-by-case basis and considered under stage 2 of the Student Complaints Procedure.

You will receive an auto reply immediately to confirm we have received your email.

We aim to contact you about your complaint within 21 days to explain the next steps for consideration of your case.

Refunds

Refunds will be considered on a case-by-case basis in the event of extenuating circumstances. Extenuating circumstances are circumstances that are:

  • severe and exceptional; and
  • unforeseen and unavoidable; and
  • close in time to your graduation day.

Refunds relating to events before Graduation

If you or your guests were impacted by extenuating circumstances (before the day of your Graduation), which prevented you from attending your Graduation Day and using tickets, academic dress or photography you had pre-booked and paid for, please email your refund request to: graduation@cardiff.ac.uk within 28 days of your Graduation Day.

Refunds relating to events during or after Graduation

If you are seeking a refund due to events on the day or because you attended but are unhappy about your Graduation Day experience, please use our Complaints procedure detailed above.