Stonebridge University is committed to providing a high-quality educational experience and fostering an environment where students, staff, and other stakeholders feel supported, respected, and heard. This Complaints Procedure is designed to ensure that any concerns, grievances, or dissatisfaction regarding the university’s services, policies, or conduct can be raised and resolved in a structured and effective manner.

The university acknowledges that complaints are a valuable source of feedback and an opportunity for learning and improvement. By implementing this procedure, Stonebridge University aims to resolve complaints swiftly, transparently, and in a manner that ensures fairness for all parties involved.

The purpose of this Complaints Procedure is to:

• Provide a clear and accessible process for raising complaints.
• Ensure that complaints are dealt with promptly, impartially, and consistently.
• Foster an environment of mutual respect and open communication.

This procedure applies to:

• All current students of Stonebridge University.
• Alumni and individuals with an interest in university operations.
• Staff members, including academic, administrative, and support staff.
• External partners, contractors, and any individuals acting on behalf of the university.

The scope of this procedure includes, but is not limited to:

• Academic matters such as course content, quality of teaching, and assessment outcomes.
• Administrative services, including enrollment, course management, and communication.
• Support services, such as student welfare and career guidance.
• Conduct of university staff or other students that violates university policies or regulations.

Complaints related to academic appeals, malpractice, or maladministration should be referred to the respective policies governing those matters.

3.1 What Constitutes a Complaint
A complaint is any dissatisfaction regarding Stonebridge University’s services, actions, or behaviours that negatively impact the complainant. This may include concerns about:

• Course quality or teaching standards.
• Miscommunication or misinformation.
• Administrative errors or delays.
• Breaches of university policies.

3.2 Types of Complaints

• Academic Complaints: Related to teaching, course content, assessment, or academic support.
• Administrative Complaints: Related to enrollment processes, fees, or other non-academic services.
• Conduct Complaints: Related to the behaviour or actions of staff, students, or external partners.
• Service Complaints: Related to the quality or availability of support services.

4.1 Fairness and Impartiality
All complaints will be handled fairly and impartially, ensuring that no party is unfairly disadvantaged or prejudiced.

4.2 Transparency and Accountability
The university is committed to providing clear information about the complaints process and ensuring that all parties understand their roles and responsibilities.

4.3 Confidentiality
All complaints will be treated with the utmost confidentiality. Information will only be shared with those directly addressing or resolving the complaint.

4.4 Timeliness
Stonebridge University will strive to address and resolve complaints as quickly as possible without compromising the thoroughness or fairness of the investigation.

5.1 Student Responsibilities

• Raise complaints promptly and provide all necessary documentation and information to support their concerns.
• Engage with the complaints process respectfully and constructively.
• Follow the appropriate procedures, including informal resolution options, before escalating to formal complaints.

5.2 Staff and Administrative Responsibilities

• Provide support and guidance to students or other parties wishing to raise complaints.
• Address complaints impartially and ensure that they are resolved promptly and fairly.
• Document all complaints and actions taken to resolve them.

5.3 Complaints Handling Officer Responsibilities

• Serve as the primary point of contact for formal complaints.
• Ensure that all complaints are reviewed and investigated thoroughly.
• Communicate decisions and outcomes to complainants in a clear and timely manner.

5.4 Senior Management and Governance Responsibilities

• Support the development and implementation of the Complaints Procedure.
• Ensure that complaints are used as a basis for learning and improvement.
• Oversee the monitoring and reporting of complaints to university leadership and external stakeholders.

Stonebridge University encourages all parties to seek informal resolution before filing a formal complaint. Informal resolution can often address concerns quickly and effectively without requiring a formal investigation.

6.1 Raising an Informal Complaint
Students or staff members should first raise their concerns directly with the individual(s) involved or with the relevant department head to seek an amicable resolution.

6.2 Resolving an Informal Complaint
The parties involved should work collaboratively to resolve the issue. This may include discussing concerns openly, clarifying misunderstandings, or agreeing on specific actions to address the complaint.
If the complainant is not satisfied with the outcome of the informal resolution, they may proceed to submit a formal complaint.

7.1 Submitting a Formal Complaint
Formal complaints must be submitted in writing using the Formal Complaints Form on the university’s website. The complaint should include:

• A clear description of the issue.
• Evidence to support the complaint, such as emails, letters, or relevant documents.
• Details of any previous attempts at informal resolution.

7.2 Initial Assessment of the Complaint
Upon receipt, the Complaints Handling Officer will conduct an initial assessment to determine if the complaint is eligible for review under this procedure. The complainant will be informed of the outcome of the assessment within five working days.

7.3 Formal Investigation Process
If the complaint is deemed eligible, a formal investigation will be initiated. This will involve gathering evidence, interviewing relevant parties, and reviewing documentation. A designated investigator will conduct the inquiry without direct involvement in the complaint.

7.4 Complaints Resolution and Decision
Following the investigation, a decision will be made regarding the complaint. The complainant will receive a written response detailing the outcome, any actions taken, and the reasons for the decision.

7.5 Recording and Reporting
The university’s complaints log will record all formal complaints and outcomes. Regular reports will be produced for senior management to identify trends and areas for improvement.

8.1 Grounds for Appeal
Complainants have the right to appeal the outcome of a formal complaint if:

• New evidence has emerged that was not previously considered.
• There were procedural errors that affected the outcome.
• The decision was unfair or biased.

8.2 Submitting an Appeal
Appeals must be submitted in writing within 14 days of the original decision. The appeal should clearly outline the grounds for the appeal and include any new evidence.

8.3 Review and Final Decision
An independent panel will review the appeal, and a final decision will be communicated to the complainant within 21 days of the appeal submission.

8.4 Independent Review Options
If the complainant remains dissatisfied, they may seek an independent review from an external body, such as the Office of the Independent Adjudicator (OIA) or another regulatory authority.

Stonebridge University is committed to ensuring all individuals involved in the complaints process can access appropriate support and guidance. The university recognises that raising or being involved in a complaint can be stressful and, in some cases, emotionally challenging. A range of support services is available to assist in the process.

9.1 Student Support Services
The university offers various support services students can access during the complaints process. These include:

• Academic Advisors: Students can seek guidance from their academic advisors on how to frame their complaints, gather supporting evidence, and navigate the formal complaints process.
• Student Counseling Services: For students experiencing stress or anxiety due to the complaints process, counselling services are available to offer professional support and a confidential space to discuss concerns.
• Student Representatives and Advocacy: The Student Union advocates for and supports students, helping them understand their rights and responsibilities under the university’s policies.

9.2 Staff Training and Development
Stonebridge University provides regular training and development opportunities for staff handling complaints. This ensures that staff have the knowledge and skills to manage complaints effectively, maintain impartiality, and offer appropriate support to complainants and respondents.

Training topics include:

• Understanding the principles of fair complaint handling.
• Techniques for effective communication and conflict resolution.
• Maintaining confidentiality and managing sensitive information.
• Identifying and addressing unconscious bias in decision-making.

9.3 Access to External Advice and Support
In cases where complaints involve complex or sensitive issues, such as discrimination or harassment, students and staff are encouraged to seek external advice and support. This may include:

• Legal Advice: Students may consult legal advisors to understand their rights and explore their options for external resolution if necessary.
• External Ombudsman Services: The university will provide information on relevant external ombudsman services, such as the Office of the Independent Adjudicator (OIA), for complainants who wish to escalate their concerns beyond the university.

Stonebridge University is dedicated to using complaints as a valuable feedback source and driving continuous improvement in its services, policies, and practices. To achieve this, the university has established procedures for monitoring and reporting complaints and using complaint data to inform strategic decision-making.

10.1 Monitoring and Reporting of Complaints
All complaints received by the university will be logged in a central database. The data collected will include:

• The nature and type of complaint.
• The department or service involved.
• The outcome of the complaint.
• The time taken to resolve the complaint.
• Any actions or changes implemented because of the complaint.

Regular reports will be produced and shared with senior management, identifying trends, recurring issues, and areas for improvement. These reports will be used to evaluate the Complaints Procedure’s effectiveness and inform policy updates and staff training needs.

10.2 Using Complaints Data for Continuous Improvement
The university will analyse complaints data to identify areas where changes or enhancements to services, processes, or policies are needed. This may include:

• Implementing new training programs for staff.
• Revising policies and procedures to address recurring issues.
• Enhancing communication strategies to provide more explicit information to students and staff.
• Developing new support services or resources based on feedback from complainants.

Complaints data will also be used to evaluate the impact of changes made and to ensure that the university is responsive to the evolving needs of its students and staff.

If a complainant is not satisfied with the outcome of the internal complaints process, they have the right to seek an independent external review. This may involve referring the complaint to an external regulatory body or ombudsman overseeing higher education institutions.

11.1 Office of the Independent Adjudicator (OIA)
The Office of the Independent Adjudicator (OIA) provides an independent review of complaints from students in higher education institutions in the UK. Once the university’s internal complaints process has been exhausted, the OIA can review complaints related to academic matters, administration, and service quality.
Students wishing to escalate their complaint to the OIA must do so within 12 months of receiving the university’s final decision. The university will provide the necessary guidance and documentation to support students in submitting to the OIA.

11.2 Other External Review Options
Depending on the nature of the complaint, other external review options may include:

• Professional Accreditation Bodies: For complaints about courses or qualifications accredited by external professional bodies.
• Legal Proceedings: In cases where legal action is deemed necessary, complainants may seek resolution through the legal system.
• Equality and Human Rights Commission (EHRC): For complaints involving allegations of discrimination or breaches of human rights.

The university will provide information and guidance on the most appropriate external review options based on each case’s specific circumstances.

Stonebridge University is committed to ensuring that its Complaints Procedure remains relevant, effective, and aligned with best practices in higher education. To achieve this, the university will review and update the policy regularly.

12.1 Annual Review
The Complaints Procedure will undergo an annual review to ensure that it meets the needs of the university community and is consistent with changes in legislation, regulatory requirements, and university policies. The review will consider:

• Feedback from complainants and respondents.
• Analysis of complaint data and trends.
• Recommendations from internal and external stakeholders.

12.2 Stakeholder Involvement
The review will involve consultation with key stakeholders, including students, staff, and external partners. Input from these stakeholders will refine the Complaints Procedure and ensure that it reflects the diverse perspectives of the university community.

12.3 Communication of Policy Updates
Any changes to the Complaints Procedure will be communicated to students, staff, and other stakeholders through multiple channels, including email, the university website, and student handbooks. Updated versions of the policy will be made available on the university’s website, and staff will be provided with training as needed.

Stonebridge University is committed to ensuring that the Complaints Procedure is accessible to all university community members. The university recognises that clear communication and easy access to the policy are essential for effective implementation.

13.1 Accessibility for All
The Complaints Procedure will be made available in various formats to accommodate the diverse needs of the university community. This includes:

• Upon request, providing the policy in alternative formats, such as large print, audio, or Braille.
• Offering translated versions of the policy for students for whom English is not their first language.
• Ensuring that the policy is accessible to students with disabilities, including those who use assistive technology.

13.2 Promotion of the Complaints Procedure
The university will promote awareness of the Complaints Procedure through the following channels:

• Student Induction Programs: To ensure that all new students know their rights and responsibilities, information on the complaints procedure will be provided during student induction programs.
• Staff Training: Staff will receive regular training on the Complaints Procedure to ensure they are familiar with the process and can guide students as needed.
• University Website and Student Handbook: The Complaints Procedure will be prominently featured on the university’s website and in the student handbook, with clear instructions on how to raise a complaint.

13.3 Clear Communication of Outcomes
The university is committed to ensuring that all parties involved in the complaints process receive clear and timely communication about the outcomes of their complaints. This includes providing written confirmation of the decision, the reasons for the decision, and any actions to be taken.

Stonebridge University values feedback and provides a supportive environment where complaints are addressed fairly, transparently, and effectively. The Complaints Procedure outlined in this document ensures that all grievances are handled respectfully and that complainants receive appropriate support.

By maintaining a robust and accessible complaints procedure, the university aims to enhance the quality of its services, strengthen its relationships with students and staff, and demonstrate its commitment to continuous improvement. Stonebridge University encourages all members of the university community to engage with the Complaints Procedure to promote a positive and inclusive educational experience.