Quick Guide: Complaints
How your complaint will be handled by Newcastle University
This is a quick guide to the complaints process which may help with your submission. It should be read in conjunction with the full Student Complaints and Resolution Procedure.
Level 1: concern
Informal concern submitted to School/Service for investigation
Level 1: outcome
- Student receives written outcome of Level 1 investigation
- If the student is satisfied with the resolution provided, the complaints procedure ends
- If the student is not satisfied with the resolution, the process moves to Level 2
Level 2: complaint
- Formal complaint submitted to Student Progress Service within 60 days of issue arising/30 days of Level 1 outcome
- Responding School/service informed of complaint and asked to provide a written response to the issues
- Service/School response sent to student complainant and student comments on this response are invited
- In more complex/serious cases, the case will be referred to the Level 3 Complaints Committee to consider the case - they may convene a hearing, which you will be invited to attend
Level 2: outcome
- Complaint case officer considers all evidence and submissions and provides an outcome and, where appropriate, suggested resolutions
- If the student is satisfied then the complaints procedure ends
- If the student is not satisfied with the resolution, the process moves to Level 3
Level 3: case review
- In more complex/serious cases, a Complaints Committee will consider the case - they may convene a hearing, which you will be invited to attend
- If the student is satisfied with the resolution provided, the complaints procedure ends
- If the student is not satisfied with the resolution, they can submit a complaint to the Independent Adjudicator
External ombudsman
If you remain dissatisfied with a Level 3 complaint outcome, you can submit a complaint to the Office for the Independent Adjudicator via the OIA website.