Feedback and complaints

Your experiences and perspectives are crucial in shaping the Student Support services we provide. We strive to be student-centred, inclusive and accessible and are committed to incorporating these values into everything we do.  

How your feedback helps

Your feedback — whether or not you’ve accessed our services — helps us understand students’ diverse experiences and remove barriers to support. Getting involved in decisions about your mental health and wellbeing can boost confidence, build agency, and give you valuable skills for life during and beyond University.

Our commitments

We aim to:

  • Put the student voice at the heart of what we do
  • Communicate clearly so every student knows where to find support and feels comfortable seeking it
  • Make decisions based on  insights into how our services are used
  • Create inclusive and accessible opportunities for you to collaborate with central Student Support staff
  • Show clear connections between your feedback and the actions we take in response
  • Be transparent about when and why change hasn’t been possible

Get involved

Complaints

We hope that our services meet your needs. However, we recognise that there may be times when you may be unhappy about aspects of the service that you receive. 

We welcome complaints and won't treat you differently if you do complain. It is vital that we are aware of any criticism or concerns about our services, as this enables us to improve our performance and to ensure that any failures in our services do not disadvantage you. 

Complaints about our services

If your concern is straightforward, it may be quickly addressed at local level. We would encourage you to raise concerns with us informally.

If you're dissatisfied with the service you've received, the best first step is to talk directly to the team member you've been working with. This is often the quickest and most effective way to put things right. 

If talking to the staff member doesn't resolve the matter, or if it doesn't feel appropriate to do so, you can contact the Head of Service. They'll work with you to agree on a timeframe and an appropriate plan of action.

If informal resolution hasn’t worked or isn’t appropriate, you can submit a formal complaint to the University.

Complaints should be raised within 28 days of the issue occurring, or within 28 days of the local resolution being completed, to ensure that an effective remedy can be put in place. 

If your issue relates to the University Counselling Service, you can also make a complaint directly to BACP. 

Complaints or problems about your University experience

If you're complaint relates to any other University department, faculty, service or staff member, you can find information on the Students Complaints Procedure on the Office of Student Conduct, Complaints and Appeals website.

You might find it helpful to talk to the Student Advice Service for free, confidential and impartial advice on any problems you might experience as a student.