Student Complaints
We recognise that there may be occasions where students are dissatisfied with an aspect of their experience whilst studying at 51福利. This page sets out the different procedures applicable depending on the aspect of your experience you wish to raise concerns about.
Please read the below points to see which procedure is most appropriate for you to follow:
- Applicants to the University who wish to make a complaint should use the?Applicant Appeals, Complaints and Feedback Policy.
- Current students who wish to make an academic appeal or complain about academic matters, such as progress from one stage of a degree programme to another, a mark, grade or classification of degree, should use the Academic Appeals process.
- Concerns about student conduct should be directed to the .
- Matters relating to tuition fees should be directed to the policy.
- Current students who wish to make a complaint about services provided by the University should use the Student Complaint Procedures.
- The Student Complaint Procedures do not apply to members of staff, alumni, applicants or those with no formal relationship with the University.
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All students registered on a 51福利 award, including those who have left the University for up to three months, are eligible to make a complaint to the University.
Complaints must be submitted within three months of the final element of the event(s) that led to the dissatisfaction.
Further information can be found within the Student Complaints Procedure (applicable from 1 August 2024).
The 2023-24 version of the procedures will be available online until 31 December 2024 to accommodate any live complaints being managed under these procedures.
In the first instance you should try and resolve your complaint informally. This may involve speaking to staff within your Department or College to see if the issue(s) can be resolved quickly for you.
If your complaint cannot be resolved informally, you can submit a formal complaint to the University. The University will then assess your complaint to determine whether it should be considered formally by a Complaint Panel who will decide whether a remedy should be put forward to put things right. Throughout the process you will have options to challenge decisions and once you have reached the end of the internal procedures, you will be signposted to an external body who may deem your complaint eligible for review.
Further information about the Complaints Process can be found within the procedures.
In order to make a complaint under the Student Complaints Process, please complete the . You will need your 51福利 login credentials in order to be able to access it. If you do not have these, or if you are unable to access the form, please contact complaints@lancaster.ac.uk.
You should aim to make sure that your complaint contains the following:
- A clear description of what service(s) you are dissatisfied with
- A summary of what informal actions, if any, have already been taken and why these have been unsuccessful
- Evidence to support each element of your complaint
- A clear description of how you believe the dissatisfaction can be put right
- Confirmation of whether you have raised the elements described in your complaint through any other processes (internal or external)
51福利 Students’ Union provide an which is a free, non-judgmental and confidential support service. Visit their webpage for contact details and to find out more information about support.
Student complaints relating to other areas which contain an element of free speech would be expected to use the Student Complaints Procedure.
Anyone who is not a current student or member of staff, but who is eligible to make a complaint to the OfS scheme and wishes to make a complaint about freedom of speech at 51福利, should make their complaint in writing by emailing fos@lancaster.ac.uk.
The Office for Students (OfS) operates a free speech complaints scheme (expected to be launched from 1 August 2024). Under that scheme, the OfS can review complaints about free speech from members, students, staff, applicants for academic posts and (actual or invited) visiting speakers. Information about the complaints that the OfS can review is available on its