We are committed to ensuring that every student has an exceptional student experience whilst studying at Lancaster University. However, we recognise that sometimes there will be an aspect of your experience that you may not be satisfied with.
Stage 1 (The Informal Stage)
At this stage you should raise awareness of your complaint informally. The aim at this stage is to achieve a quick and easy solution for you. We recommend that you communicate with the most relevant member of staff to the subject of your complaint. For example, your College Manager or Head of Department.
Stage 2 (The Formal Stage)
If you have been unable to resolve your complaint informally then you can make a formal complaint. Please be aware of the time limits that apply to you, as well as allowing enough time for the gathering of the evidence and supporting documentation that the Stage 2 Application Form requires.
Stage 3 (The Review Stage)
According to the procedure, if you don’t accept the outcome at Stage 2, you can proceed to Stage 3. However, you cannot request a review of Stage 2 simply because you are dissatisfied with the outcome. There has to be a reason such as new evidence or mistakes in the previous process (what we call grounds). Details of the grounds are in the procedures.
Please be aware of the time limits that apply to you, as well as allowing enough time for the gathering of evidence and supporting documentation that the Stage 3 Review Application Form requires.
The Independent Adjudicator
Office of the Independent Adjudicator
If all internal appeals and complaints procedure stages are finished and you still feel dissatisfied at the outcome of your case you have the right to take the case to the Office of the Independent Adjudicator for Higher Education (OIA), for further review. The application to the OIA must be made within 12 months of the issue of the Completion of Procedures letter after the conclusion of the last stage of each procedure. Information about the OIA and its processes can be found on the OIA webpages.
All registered students of Lancaster University can complain by following the Student Complaints Procedure for 2023/24.
The Student Complaints Procedure for 2022/23 will be available online until 31 December 2023 to accommodate any live complaints being managed under these procedures.
Lancaster University Students’ Union provide an Advice Service which is a free, non-judgemental and confidential support service. Visit their webpage for contact details and to find out more information about support.