Stage Two - Formal Complaint

a. Formal complaints should be made in writing to the Complaints Officer using the proforma at Annex C. Complaints should be as detailed and precise as possible, clearly explaining the nature of the complaint and the service and/or persons involved. The complaint should also specify the desired outcome.

b. Complainants should have submitted an informal complaint before proceeding to the formal stage. The Complaints Officer will refer to the complaints log to verify the progress of complaints submitted. In the event that a formal complaint is lodged before the informal process is invoked, the Complaints Officer may advise the complainant on the informal procedure and refer the complaint informally to a relevant manager for consideration.

c. A formal complaint can be investigated and responded to by any member of the University Policy Advisory Group who does not have a direct involvement in the matter being investigated.

d. The Complaints Officer will keep a log of all formal complaints and their outcomes. An annual report highlighting any common themes or trends will be presented to the Board of Governors.