Student complaints procedure
We recognise that there may be occasions when students are dissatisfied with the opportunities, services and facilities and that students may wish to complain.
The student complaints procedure explains how any student who is enrolled/registered has the right to submit a complaint. It also includes information about the option of submitting a group complaint and explains the circumstances in which a representative can be appointed.
Student complaints procedure
Information about making a complaint, including available support, useful contact information and the various stages.
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There are time limits in the procedure; complaints must be raised within 28 days of the concern arising - or latest occurrence of the incident if ongoing.
Complaints submitted after 28 days will only be eligible for consideration if you can demonstrate an exceptional reason (with independent evidence) why you were unable to submit within the usual timescale.
You must submit the complaint to the Complaints Administrator for your School, or for College or Department where the issue arose if appropriate, together with the documents/evidence you wish to rely on.
Procedures for other types of complaints are available. If you have an issue regarding:
- campus facilities:
- if you are a student and would like to make a complaint about residences, catering, bars, sport, security and day care, please contact the relevant department listed in the complaint administrator contacts
- if you are a non-student customer and would like to make a complaint about residences, catering, bars, sport, security and day care, please refer to the campus facilities customer complaint procedure
- the admissions process, please refer to the complaints and appeals procedure for applicants
Help and advice
Further information and the forms for making a complaint are available to students on the student intranet.
Please contact the Student Cases Team if you have any questions on the student complaints procedure:
The Office of the Independent Adjudicator for Higher Education (OIA) runs an independent scheme to review student complaints.
Cardiff University is a member of this scheme. If you are unhappy with the outcome you may be able to ask the OIA to review your complaint. You can find more information about making a complaint to the OIA, what it can and can’t look at and what it can do to put things right.
For independent advice, you can speak to Student Advice at the Students’ Union where there are trained advisers who provide impartial, confidential, free advice, support and representation on University regulations.