Complaints
Students have the right to complain about issues related to their course, other students, or staff members. If you have already tried to resolve the problem without success, the next step may be to submit a formal complaint. See below for more information about the Complaints Procedure , which consists of three stages.
If you are experiencing unresolved issues with your course, or want to raise concerns about another student or staff member, this process is available to support you.
Stage One: Seek a local resolution
In the first instance, raise your concerns with the relevant faculty or staff member.
This is considered a Stage One complaint, where you attempt a local resolution. This approach is often faster and must be started within 30 days of the issue occurring.
Stage Two: Submit a complaint to the Student Governance Department
If the issue remains unresolved, or if it is more serious or complex, you may proceed with a Stage Two formal complaint.
This involves escalating the matter to the university’s Student Governance Department. You must do this within 3 months of the issue occurring.
Stage Three: Appeal an unsatisfactory conclusion
If you believe your Stage Two complaint has not been addressed appropriately, or that the complaints procedure was not followed correctly, you may submit a Stage Three appeal. This is a request for the Vice-Chancellor (or nominee) to review your formal complaint.
To progress to Stage Three, you must provide a statement explaining why you believe the outcome of Stage Two was unreasonable and why escalation is necessary. This must be submitted within 15 days of receiving your Stage Two response.
For more information, see the Complaints and Appeals Policy or guidance on completing the Complaints Form. You can also contact us for support.
Complaint not upheld?
If your complaint is not upheld at Stage Three, you cannot progress further within LJMU’s internal process.
At this stage, you will receive a Completion of Procedures (COP) letter from the university. This gives you 12 months to submit a complaint to the Office of the Independent Adjudicator (OIA), an independent body that reviews complaints against higher education providers.
For advice and further information on this process, please contact us at jmsuadvice@ljmu.ac.uk.
