UPDATE: Due to COVID-19 there has been more recent guidance on RGU academic processes and procedures published. Please visit RGU Coronavirus Guidance for the more up-to-date information.
If you are considering making a complaint then it is a good idea to first read through RGU Complaints Handling Procedure to ensure that, firstly, a complaint is the right course of action, and secondly, that you are aware of what the procedures surrounding complaints are.
Complaints are taken extremely seriously by RGU and you should inform them of any concerns that you have as soon as possible. You can submit a complaint to any member of staff and they will try to resolve the issue. If you are dissatisfied with the outcome then you can complete a Complaint Form and RGU will fully investigate the complaint.
Some examples of what complaints could be based on, though this list is not exhaustive, are: the quality and standard of service; failure to provide a service; quality of facilities or learning resources; inappropriate behaviour, treatment by or attitude of a staff member, student or contractor; failure of the University to follow an appropriate administrative process.. For more information on complaints, please read though RGU's Complaints Handling Procedure
Making a Complaint
If you want to make a complaint you can do so in writing, in person, by telephone, by email, on an RGU official social media platform. You can also have someone complain on your behalf. For more information on how to make a complaint, please read the University Complaints Handling Procedure. If you are unable/reluctant to make a complaint on your own, RGU will accept complaints brought by 3rd parties, so long as the individual affected has given their personal consent under the requirements of GDPR. Anonymous complaints will only be considered when there is sufficient information in the complaint to enable RGU to make further enquiries.
Complaints should be raised with RGU as soon as possible. Once a complaint has been made, RGU will consider the complaint in one or two stages – Stage 1: Frontline Resolution and Stage 2: Investigation. Stage 1 is to consider complaints which are straightforward and require little investigation so that they can be resolved quickly. Stage 2 could be for complaints considered at Stage 1 but which had an unsatisfactory outcome for the complainant or for complaints when the issue is complex (high risk, high profile, sensitive etc…). When it is clear that a complaint will be considered at Stage 2 then the student may be encouraged to complete the appropriate Complaint Form.
If you are considering making a complaint which involves bullying or harassment, RGU also has a Report and Support system in place. RGU has a zero tolerance approach to sexual violence and harassment. All staff, students, and visitors to the RGU campus can report something anonymously or get support from an advisor by visiting the Report and Support website. If you are not in a safe place, feel at risk, or have any injuries that require urgent attention, call the emergency services on 999. If you need a safe space or support from the University, on or off campus, call the Emergency Response Team on +44 (0) 7854 199 020 - this number is available 24 hours a day for University Staff, University Students or other informants who need to report a serious incident that requires immediate and urgent response by the University.
A complaint is not for appealing the decision of an assessment board nor is it the same as misconduct. Navigate to our appeals advice and misconduct advice for further information.
*Updated for the 2019-2020 Academic year.
Contact RGU:Union Advice and Support via the below links or via the chat-widget on this page, and to provide feedback on the service, please complete the Advice & Support Survey.