A formal Stage 2 complaint can be submitted if you have used Stage 1 of the Students Complaints Procedure, but remain dissatisfied, or where an informal resolution is not possible or appropriate due to the complexity, seriousness or sensitivity of the case.
You should submit all relevant evidence that supports your complaint such as emails, details of witnesses and their statements (the Students’ Union can advise you on this). The Investigating Officer will rely on your evidence, so it is important that you include all relevant documentation at this stage of the complaint.
Please be aware that your complaint and supporting documentation will need to be read in detail by the members of staff involved so your complaint should be succinct (ideally no more than 3 A4 pages). Bullet points, rather than blocks of text, will help you to highlight the issues you wish to bring to the University’s attention. Normally, the number of pages of supporting evidence should not exceed 30.
Remember, the onus is on you to present sufficient evidence to support your complaint.
A formal Stage 2 complaint should be submitted to Academic Affairs (firstname.lastname@example.org) within 10 working days of the outcome of Stage 1 and normally not later than 25 working days after first becoming aware of the incident or issues giving rise to the complaint
The University will consider complaints from students up to one month after graduation or receipt of their final results, whichever is sooner.
A Stage 2 investigation will normally be completed within 15 working days of receipt by the Investigating Officer. The outcome of the formal (Stage 2) investigation (the decision by the FPVC/Director of Service) will be communicated to you in writing, normally within five working days of the decision by the FPVC/Director.
However, it may not be possible to meet these deadlines when key staff are on leave or otherwise indisposed. Where it is not possible for the University to meet the deadlines, for whatever reason and regardless of the time of year, you and anyone against whom a complaint has been made will be informed.
If you want an update on the progress of your complaint, then you should contact Academic Affairs (email@example.com)
The FPVC/Director of Service will provide you with an outcome to your complaint and may decide to do one of the following:
The FPVC/Director may also dismiss your complaint if it is judged to be frivolous, vexatious or mischievous (in which case action may be taken against you under the University's Conduct Regulations).
If your complaint is not upheld or you are unhappy with the finding at Stage 2, you may invoke Stage 3 of the Student Complaints Procedure by appealing to the Director of Academic and Student Affairs, using the Student Complaints Appeal (Stage 3) Form.
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For more information please read our Equality and Diversity Policy.
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