Triangle
home Academic appeals Appeals FAQs Academic misconduct Student complaints
Guidance on completing the academic appeal form Student Code of Conduct (non-academic)
home

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, explains who can submit a complaint and what issues can be considered.

 Code of Practice on Student Complaints 2024/25

 Student Complaints Procedure            2023/24                

 

Complaint forms

The level 1 complaint form can be accessed below but doesn't have to be used as you can raise your complaint directly with the relevant school/department or service.

Early Resolution Level 1 complaint form
Level 2 complaint form

For 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 complaints and level 3 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 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 organizations 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.
  

 

A-Z of services

 

Contact us
Student enquiry centre