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A complaint is a way for a student to raise an expression of dissatisfaction about the university’s action (or lack of action) or about a service provided by or on behalf of the university. If you’re a student looking to submit a complaint, you’ll need to familiarise yourself with both the student complaints code of practice and student complaints procedure. Different procedures apply at the University of Nottingham Ningbo China and the University of Nottingham Malaysia.

The student complaints code of practice sets out the structure of the complaints process and explains who can submit a complaint and what issues can be considered.

If you're a student wishing to make a complaint about the behaviour of a university staff member, you should follow the Student Dignity Complaints about Staff process.

 Student Complaints Code of Practice
(from 2024/25)

 Student Complaints Procedure
2023/24

 

Complaint forms

The university provides an optional level 1 complaint form which can be downloaded below. You don't have to use this to make a level 1 complaint - you can raise your complaint directly with the relevant school/department or service.

Early resolution/level 1 complaint form
Level 2 complaint form

To make a level 3 complaint, use the link provided in your level 2 complaint outcome.

Service standards

Level 1 complaints will normally get a response within 30 working days of receipt. If this is not possible, the staff member investigating your complaint will get in touch to provide an explanation for the delay and to issue an alternative timescale.

Level 2 and level 3 complaints are acknowledged within 5 working days of submission. 

For level 2 complaints, a response is normally sent within 30 working days of receipt. If this is not possible, the staff member investigating your complaint will get in touch to provide an explanation for the delay and to issue an alternative timescale.

For level 3 complaints, a response is normally sent within 20 working days of receipt of the level 3 complaint. If this is not possible, the staff member investigating your complaint will get in touch to provide an explanation for the delay and to issue an alternative timescale.

 

Support with a complaint

If you’re submitting a complaint and need some advice, or you’re awaiting your complaint outcome and would like some help understanding the process, we recommend speaking to Students’ Union Advice who offer a free, impartial service to support you.

Contact information
 If you are raising an issue about: Contact
 
  • University obligations: failure to meet commitments outlined in course and student handbooks.
  
  • Module Convenor
  • Personal Tutor
 
  • Misleading information: incorrect details in prospectuses or promotional materials.
  
  • Module Convenor
  • Director of ESE
 
  • Programme delivery: issues with teaching, supervision, or administration, including those by partner institutions.
  
  • Module Convenor
  • Personal Tutor
  • Dissertation / PhD Supervisors
 
  • Facilities and resources: poor quality of university-provided facilities or services.
  
 
  • Third-party services: complaints about services from external organisations or contractors.
  
 
  • Disruptive events: significant disruptions like industrial action or public health emergencies affecting course delivery.
  
  • Module Convenor
  • Director of ESE
  • Personal Tutor
 
  • Policy concerns: issues with the application of policies related to financial support, immigration, or welfare.
  

 

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