Student Advice and Support Service complaints procedure
This complaints procedure sets out how you can raise any concerns about the service you have received. We welcome your comments and suggestions. Our primary concern is to respond promptly and effectively to any client dissatisfaction as it arises. If you are not satisfied with the service, please talk to us straight away. We will try to solve the problem quickly and informally. If informal discussion fails to resolve an issue, you may wish to register a formal complaint.
A formal complaint can be made either in person or in writing to the Head of the Student Support Centre. If the complaint is made in person, the Head will keep a record of the conversation. The Head will endeavour to resolve the matter within five working days of receiving the complaint.
If you are not satisfied and wish to take the complaint further, you should put the complaint in writing to the Director of Student Services. The letter should be marked ‘private and confidential’ and provide as much detail as possible. The Director of Student Services will investigate and ensure that all complaints receive a written response within 15 working days.
The immigration advice given by the Student Advice and Support Service is also subject to the national Complaints Scheme operated by the Office of the Immigration Services Commissioner. You can make a complaint to the Commissioner whether or not you have made a complaint to the University.
A leaflet about the scheme and how to complain is available from a Student Adviser or from: The Office of the Immigration Services Commissioner, 5th Floor, Counting House,53 Tooley Street, London, SE1 2QN. Telephone: 020 7211 1500, Fax: 020 7211 1553
It can also be found on the web at: www.oisc.gov.uk
