A step by step guide to writing a university complaint.
⚠️This guidance refers to the University of Hertfordshire's Student and Applicant Complaints Policy. Visit http://ask.herts.ac.uk/making-a-complaint for further information on the process.
- Step1: Identify the problem
- Step2: Follow university procedures
- Step3: Be clear and concise
- Step4: Structure your complaint
- Step5: Proof read and review
- Step6: Send your complaint
- Tips for writing your complaint
- Need support writing your complaint?
Writing a formal complaint to your university can seem daunting, but when done properly, it can help resolve issues effectively. Here's a step-by-step guide to help you compose a clear and professional complaint.
Step 1: Identify the problem
Before you begin writing, clearly define the issue you want to complain about. Is it a problem with a class, faculty member, administrative staff, or a university policy? Be specific about the situation.
Step 2: Follow university procedures
The University of Hertfordshire’s complaints procedure for students has a Stage 1, and Stage 2 process, ending in a final review stage by the Vice-Chancellor.
All previous stages in the complaints process must be followed before a complaint may continue to the next stage.
As per UPR SA16, a Stage 1 complaint (‘expression of concern with an intended outcome’) must be made, either orally or in writing within thirty (30) calendar days of the date on which the incident occurred. If a complaint is submitted beyond this timescale, the complainant must provide evidence to support mitigating circumstances as to why the deadline could not be met. Please note, that there is no guarantee that a late complaint submission will be considered.
All admission, academic and non-academic complaints should be lodged with an Ask Herts Hub via ask.herts.ac.uk/contact-us (using the Complaints & Feedback drop down option), which will ensure that the matter is directed to the most appropriate member of staff, for consideration at Stage 1.
Only after ensuring Stage 1 is complete and a student wishes to make a Stage 2 complaint, they can do so by completing the Notification of a Formal Complaint Form.
The student would be expected to bring forward all relevant evidence that is available at the time at which the Stage 2 complaint is lodged.
Complainants should specify their intended outcome.
Forms should be submitted to studentprocedures@herts.ac.uk within thirty (30) days of the date of the Stage 1 Letter of Decision.
Step 3: Be Clear and Concise
Your complaint should be clear, professional, and to the point. Avoid emotional language or long-winded explanations. Stick to the facts and avoid exaggeration.
Step 4: Structure Your Complaint
Here’s how to structure your letter:
Subject Line: Make the subject clear and relevant. Example: "Formal Complaint Regarding [Issue]".
Introduction: Start with a polite greeting. Include your name, student ID, and any relevant course details. State the purpose of the complaint.
Example:
Dear [Title/Name],
I hope this message finds you well. My name is [Your Name], and I am a student in [Course Name/Department]. I am writing to formally express my concerns regarding [issue] that has occurred during [time period].
Describe the Issue: Explain the issue briefly but thoroughly, providing relevant details like dates, locations, and individuals involved. Be factual and stick to the details that matter.
Example:
On [date], I experienced [issue]. Specifically, [describe what happened]. This has led to [negative outcome, e.g., disruption to my studies, unfair treatment, etc.].
Explain the Impact: Share how the situation has affected you personally or academically. This helps the reader understand the seriousness of the issue.
Example:
This situation has significantly impacted my [grades, mental well-being, ability to complete assignments, etc.] and has left me feeling [emotion].
State the Desired Outcome: Be clear about what you want to happen as a result of your complaint. Are you seeking a resolution, a change in policy, or just an apology? Be polite and reasonable in your request.
Example:
I would greatly appreciate it if [desired outcome] could be addressed to ensure a fair and supportive learning environment for all students.
Conclusion: Thank the reader for their time and attention. Express your willingness to discuss the issue further if needed.
Example:
Thank you for taking the time to read my complaint. I look forward to your response and hope for a timely resolution to this matter. Please do not hesitate to contact me if further clarification is required.
Sincerely,
[Your Name]
[Your Student ID]
[Your Contact Information]
Step 5: Proofread and review
Before sending your complaint, review it for clarity, tone, and any spelling or grammar errors.
Step 6: Send your complaint
Once you’ve proofread your complaint, send it through the appropriate channel, whether by email (Stage 2) or using an online form (Stage 1) provided by the university.
Tips for writing your complaint
- Stay Professional: Even if you're upset, keep your tone calm and polite.
- Be Specific: Include dates, facts, and examples.
- Keep a Copy: Always save a copy of your complaint for your records.
- Be Open to Resolution: Be willing to work with the university to find a fair solution.
By following these steps, you'll ensure that your complaint is taken seriously and addressed in an efficient manner.
Need support writing your complaint?
If you need any support with writing your complaint you can contact the Student Union: advice@hertssu.com