- A step-by-step guide to writing a university complaint
- Step 1: Identify the problem
- Step 2: Follow the University's complaints procedures
- Step 3: Write clearly and professionally
- Step 4: Structure your complaint
- Step 5: Check your complaint before sending it
- Step 6: Submit your complaint
- Tips for writing your complaint
- Need support with your complaint?
A step-by-step guide to writing a university complaint
This guide explains how to write a clear and professional complaint and outlines the University of Hertfordshire's student complaints process.
This guidance relates to the University's Student and Applicant Complaints Policy.
For more information about the complaints process, see Making a complaint.
Step 1: Identify the problem
Before you begin writing, clearly identify:
- what happened
- when it happened
- who was involved
- how it affected you
Be as specific as possible. This will help the University understand and investigate your concerns.
Examples of issues you may wish to complain about include:
- teaching or learning experiences
- University services
- interactions with staff
- administrative processes
- University policies or procedures
Step 2: Follow the University's complaints procedures
The University of Hertfordshire's complaints process has three stages:
- Stage 1
- Stage 2
- Final Review by the Vice-Chancellor
You must complete each stage before progressing to the next.
Stage 1 complaint
A Stage 1 complaint is an expression of concern with an intended outcome.
You must submit your complaint within 30 calendar days of the incident occurring.
If you submit your complaint after this deadline, you must provide evidence of mitigating circumstances explaining why the deadline could not be met. Please note that there is no guarantee that a late complaint will be considered.
All admission, academic and non-academic complaints should be submitted through an Ask Herts Hub using the Complaints & Feedback option on the Contact us page.
This ensures your complaint is directed to the most appropriate member of staff for consideration at Stage 1.
Stage 2 complaint
If Stage 1 has been completed and you remain dissatisfied with the outcome, you may submit a Stage 2 complaint by completing the Notification of a Formal Complaint Form.
When submitting a Stage 2 complaint, you should:
- provide all relevant evidence available at the time
- clearly explain your concerns
- state the outcome you would like to achieve
Send completed forms to:
within 30 calendar days of the date on your Stage 1 Letter of Decision.
Step 3: Write clearly and professionally
Your complaint should be:
- clear
- concise
- factual
- professional
Avoid emotional language, exaggeration or lengthy explanations. Focus on the facts and explain events in a logical order.
A clear and objective complaint is easier to understand and investigate.
Step 4: Structure your complaint
Organising your complaint into sections will help ensure all relevant information is included.
|
Section |
What to include |
|
Subject line |
A clear title, for example: "Formal Complaint Regarding [Issue]" |
|
Introduction |
Your name, student ID, course and the reason for your complaint |
|
Description of the issue |
What happened, including relevant dates, locations and people involved |
|
Impact |
How the issue has affected you personally or academically |
|
Desired outcome |
What action you would like the University to take |
|
Conclusion |
A polite closing statement and your contact details |
Example introduction
Dear [Title/Name]
My name is [Your Name], and I am a student on [Course Name]. I am writing to formally express my concerns regarding [issue] that occurred during [time period].
Example description of the issue
On [date], I experienced [issue]. Specifically, [describe what happened]. This resulted in [impact].
Example impact statement
This situation has significantly affected my [academic progress, wellbeing, ability to complete assignments or other relevant impact].
Example desired outcome
I would appreciate it if [desired outcome] could be considered to help resolve this matter fairly and appropriately.
Example conclusion
Thank you for taking the time to consider my complaint. I look forward to your response and hope for a timely resolution. Please contact me if any further information is required. Below is a plain-text version formatted for easy copy and paste into Word and Ask Herts. It uses simple headings, bullets and spacing only.
Step 5: Check your complaint before sending it
Before submitting your complaint:
- check spelling and grammar
- make sure the information is accurate
- include any supporting evidence
- clearly state your intended outcome
Step 6: Submit your complaint
Once you have reviewed your complaint, submit it through the correct route.
| Complaint stage | How to submit |
|---|---|
| Stage 1 | Ask Herts Complaints & Feedback form |
| Stage 2 | Notification of a Formal Complaint Form sent to studentprocedures@herts.ac.uk |
Before sending your complaint, review it for clarity, tone, and any spelling or grammar errors.
Tips for writing your complaint
- Stay professional and polite.
- Include relevant dates, facts and evidence.
- Keep a copy of your complaint for your records.
- Be clear about the outcome you are seeking.
- Be open to a reasonable resolution.
Following these steps will help ensure your complaint is clear, well-structured and easy to investigate.
Need support with your complaint?
If you would like advice or support with writing your complaint, contact the Herts SU Advice Service: