What is an academic complaint?
If you are registered on a Common Awards programme, you can make a complaint about the academic provision you receive. Matters that you can complain about include (but are not restricted to):
This is not intended to be an exhaustive list. There may be other areas of provision or support which could have an impact on your experience of your academic programme and your progress in your studies.
If you raise a complaint your institution can consult with Durham University about whether or not the matter should be considered an academic complaint.
Academic complaints do not include complaints about the admissions process or academic appeals. These are covered by separate policies described below.
What about non-academic complaints?
Your institution will have its own process for non-academic complaints, including complaints involving allegations of misconduct by a student, relating to the behaviour of an individual, and involving allegations of sexual violence.
There are also separate processes that set out what happens if:
Principles of the academic complaints process
The academic complaints process has 3 stages.
Stage 1:
Informal resolution within your institution
Stage 2:
Formal resolution within your institution
Stage 3:
Review by Durham University
It is expected that the formal procedure should be completed and a written report sent to the student that sets out the reasons for the decision within 42 days of receipt of the completed Complaints Form. Your institution should keep you up to date about the progress of any complaints process and must tell you if there is any reason why it will take longer than 42 days to complete the process.
Your institution’s academic complaints policy should tell you which members of staff to contact at each stage of the process and where you can seek out advice and support during the complaints process.
Complaints must be investigated by someone independent of the source or focus of the complaint. This may be the Principal of your institution, a designated member of staff or a member of your institution’s governing body.
Durham University will ask your institution to conduct an internal review following on from any complaints that reach Stages 2 or 3 to identify whether there are any areas of practice or provision that might be improved.
Review Form
Further Information