Complaints Updated

Queen’s University is committed to ensuring a high quality educational and pastoral experience for its students, supported by appropriate academic, administrative and welfare support services and facilities.

There will, however, be occasions when individuals feel dissatisfied with the teaching and learning, facilities or services provided by the University, or with the way the University or its staff have acted or omitted to act.

This website provides details on how the University considers such complaints and academic appeals, from early consideration through to formal resolution and review, together with information on how to make a submission under each stage.

Are you a Registered Student?

Complaints Procedure

An expression of dissatisfaction about the standard of service, action or lack of action by the University.

Are you a prospective Undergraduate student?

Admissions and Access Service

An expression of dissatisfaction with any element of the Undergraduate Admissions and Access Service.

Are you a prospective Postgraduate student

Admissions and Access Service

An expression of dissatisfaction with any element of the Postgraduate Admissions and Access Service.

Student Finance

Fees Appeals Process

If you think the University has incorrectly applied the regulations in assessing your status for tuition fee purposes, refer to the Student Finance Framework.

The Student Complaints Procedure does not cover matters relating to assessment and progression, nor complaints involving allegations of misconduct or harassment, as these are covered by separate procedures which can be accessed below:

Student

Academic Appeals

A request for a review of a decision on student progression, assessments and awards.

Student

Academic Offences

Any act whereby a student gains or attempts to gain an unfair advantage and includes cheating, plagiarism, duplication, fabrication and collusion.

Student

Conduct and Discipline

Behaviour/activities which breach University regulations, policies or procedures or which may adversely affect the University, staff, students or the community.

Student

Students' Union

An expression of dissatisfaction with any part of the service provided by the Students’ Union.

Strategic Marketing and Communications

If a student wishes to make a complaint regarding claims/statements made in marketing/advertising that they subsequently believe are not accurate, they should follow the Student Complaints Procedure at:

» Student Complaints Procedure

Public Engagement

For the Community Engagement area, the links to all current complaints procedures relating to students (Community Engagement use the DASA complaints procedure/conduct regulations).

Please note these are generally complaints against students rather than by students, however we do have instances were a complaint is made by a fellow student, along with the General Public/local residents:

» General University Link for DASA

» Public Engagement Link