Skip course menu sidebar

UWS Complaints Handling Procedure

Part 1: Overview & Structure

This document outlines the structure of the UWS CHP; the five other parts identified on this page. In addition, it outlines the two stages to our CHP, escalation options, confidentiality obligations and expected behaviour of staff and complainants.

Part 1 - CHP Overview

Part 2: When to use the CHP

This document provides guidance on identifying what is and what is not a complaint, handling complex or unusual complaint circumstances, the interaction of complaints and other processes, and what to do if the CHP does not apply.

Part 2 - When to use the CHP

Part 3: The Complaints Handling Process

This document provides guidance on handling a complaint through stages 1 and 2 of the CHP, and dealing with post-closure contact.

Part 3 - The Complaints Handling Process

Part 4: Governance

This document outlines staff roles and responsibilities and guidance on recording, reporting, publicising and learning from complaints.

Part 4 - Governance, Staff Roles & Responsibilities

Part 5: Guide for students and members of the public

This document outlines the necessary information for students and members of the public on how we handle complaints.

Part 5 - How we handle complaints

Part 6: Acceptable Behaviour Guidance

This document sets out what we consider unacceptable behaviour and how we deal with unacceptable behaviour directed towards our staff who are dealing with complaints.

Part 6 - Dealing with Unacceptable Behaviour

Complaints Privacy Notice

The University is committed to looking after any information that you make available to us when you make a complaint to us. We aim to be clear about what we will do with your data. This privacy notice explains when and why we collect personal information about you, how we will use / share it, keep it secure and your rights in relation to this information.

Complaints Privacy Notice (pdf)
Last updated: 23/03/2021