Student Complaints

Are you been unhappy with your course, but your concerns have remained unresolved? Or, do you want to raise an issue about another student or staff member?

If you have already tried to resolve the problem but with no success, the next step may be to submit a formal complaint. Take a look at the factsheet below to see the Complaints Procedure, what grounds you can submit a formal complaint on and what you should include to increase your chances of your complaint achieving the outcome that you want.

There are three stages to the LJMU student complaints procedure

Stage one: seeking a local resolution. This is where you raise the issues you are having with the module leader or programme leader. You may find that the issue can be resolved quickly. This must be undertaken within 30 calendar days of the issue occurring.

Stage two: an escalated complaint submitted to the university’s Student Governance department. This stage can be used if you have not had a satisfactory resolution at stage one, or where you do not feel able to take the issues to your school, or where the complaint is about a member of LJMU Staff. This must be undertaken within 3 months of the issue occurring. This must be submitted on the LJMU Student Complaint form found here.

Stage three: Once you have received an outcome from your stage two complaint, you have the right, where you do not feel that the complaint has been fully addressed, the process has not been followed correctly, or where you believe the outcome is unreasonable in all respects. This is a statement stating why you wish to escalate the complaint to a stage three complaint.