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.
Further information and the forms for making a complaint are available to students on the student intranet.
Student complaints procedure
Information about making a complaint, including available support, useful contact information and the various stages.
If this document cannot be read by your assistive software, you can request an accessible version by emailing web@cardiff.ac.uk. Please include the assistive tools you use and the format you require.
There is no deadline for complaints that relate to unacceptable behaviour from a member of staff. All other complaints should ideally be submitted within 28 days. After this, they will be considered a late complaint.
You must submit the complaint to the complaints administrator for your School, or for the College or Department where the issue arose, if appropriate, together with the documents/evidence you wish to rely on.
Other complaints
Procedures for other types of complaints are available. If you have an issue regarding:
Unacceptable behaviour from a student
Unacceptable behaviour for students is defined as behaviour that does not meet the expectations set out in one or more of these policies:
If you want to raise concerns about unacceptable behaviour from another Cardiff University student, refer to the Student Conduct Procedure.
Campus services
- 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 services 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.
Contact the Student Cases Team if you have any questions on the student complaints procedure:
Student Cases
Independent advice
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.