When a student would like to make a complaint or appeal
What should you be aware of?
In order to help the University to maintain a high quality experience for students we encourage students to inform us where there is a concern. The University’s Student Complaints and Grievance Procedures therefore exist to enable students to make complaints about such matters. This referral guide provides a brief explanation about how a student can make a complaint or appeal if they are dissatisfied about any aspect of university life.
What should you do?
Although there is a formal complaints procedure, please ensure you ask the student to consider their complaint and appeal, and whether it is realistic and reasonable. We encourage informal resolution wherever possible and the student may find that there is a simple solution.
Before the student decides to make a formal complaint or appeal, please advise the student that they may want to discuss their concerns with the following support services:
— UniHelp
— Student Welfare Advice Team
— MDXSU Advice (Student Union)
— Programme Leader
The procedure encourages complaints to be resolved informally as far as possible, but does allow for the complaint to progress to a formal stage if necessary.
Please advise the student that there are various stages in the complaints procedures.
If a student is considering making a formal complaint, please refer to the following link which includes the complaints form and time frames: http://unihub.mdx.ac.uk/student-life/your-middlesex-your-voice/student-feedback/formal-complaints-procedure
Further information and support:
Minda Rayit 020 8411 4601 m.rayit@mdx.ac.uk
Student Union:
MDXSU provides independent services which support and enhance the student experience here at Middlesex. They give advice and assistance with academic appeals and complaints against the University.
MDXSU Advice 020 8411 6450 studentadvice@mdx.ac.uk
Academic appeal:
If a student is unhappy about an assessment issue such as an awarded grade, please advise the student that there is an appeals process.
Please check with the student if they have discussed their concerns with the course tutor or an Assessment Officer so that staff can explain the reasons behind the decision.
With nearly all appeals students will have to demonstrate that they have sought Early Resolution. They will need to submit a form to show this stage has been completed. See the following link:
http://unihub.mdx.ac.uk/__data/assets/pdf_file/0024/206655/Early-Resolution.pdf
Assessment drop-in sessions: Monday to Friday, 11am-1pm in the Sheppard Library.
UniHelp can refer an enquiry to the Assessment Team.
What happens next?
If a student has exhausted the internal complaints procedures there are independent reviewers available. For example,
The Office of the Independent Adjudicator for Higher Education.
Further information on the policy: http://www.mdx.ac.uk/about-us/policies/university-regulations