Complaints Regulations
1 Complaints Procedure
2 Procedure
1.1 This complaints procedure will be available to all students or groups of students of the University, whether members of the Association or not, who:
1.1.1 are dissatisfied in their dealings with the Association; or
1.1.2 claim to be unfairly disadvantaged by reason of their having opted not to be a member of the Association
1.2 The purpose of the procedure is to enable such complaints to be dealt with promptly and fairly.
2.1 Any member of the Association or enrolled student of the University with a complaint should write to the President, specifying the complaint. If the President is the subject of the complaint, the complaint should be addressed to a Vice President or any member of the Executive Board (“the recipient”) who shall have the same functions in relation to the complaint as the President would otherwise have had, and the President shall take no part in the handling of the complaint.
2.2 The recipient shall be obliged to raise the matter for discussion at a meeting of the Executive Board, undertake any enquiries necessary to investigate the complaint and following this, shall respond to it in writing. The response by the recipient to the complaint shall be made within twenty-eight days of receipt of the letter of complaint.
2.3 Should the recipient’s response prove unsatisfactory, the complainant shall be entitled to seek that the recipient refers the matter to the University Secretary, who will issue the complainant with a copy of the complaint procedure, and arrange to appoint an independent person to consider the complaint.
2.4 The independent person shall carry out such enquiries as they deem appropriate and make any necessary recommendations and shall submit their conclusions within twenty-eight days of the complaint being referred to the University.
2.5 The decision of the independent person shall be final, and shall be delivered to the University Secretary, the recipient and the complainant in writing.
2.6 The Association will be required to submit a written report to the University, within fourteen days of the independent person’s decision, setting out the manner by which it will comply or has complied with the findings of the independent person, if such compliance is ordered.