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Student Complaints - A Student Guide

Sometimes you may feel unhappy with an aspect of your University experience; you may feel that you have been treated unfairly or that something else has gone wrong or think that a service did not meet your expectations.  The University wants to hear from students who feel dissatisfied and welcomes the opportunity to deal with these issues and to improve the experience for future Queen’s students. The Student Complaints Procedure is one way in which the University seeks to address dissatisfaction felt by students; students should also consider the University’s Academic Appeals Regulations (Taught Programmes) and Academic Appeals (Research Degree Programmes) if the issue relates to an academic matter.

This guide will help you understand the complaints procedure.  It should be read in conjunction with the Student Complaints Procedure.  Where there is any doubt, the Student Complaints Procedure will take precedence over this Guide.

Overview of the Procedure

There are 3 Levels to the University complaints procedure:

Stage 1: Seeking a resolution at local level.

Stage 2: Formal complaint submitted to Head of Academic Affairs.

Stage 3: Appeal against Stage 2 outcome, on specific grounds, to the Director of Academic and Student Affairs.

The various stages of the process are explained here.  For guidance on each of the stages, please click on the links below: