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Our Student Charter

Student Charter Expectations

Expectations

Our Student Charter informs you of what you can expect from the University and the Students' Union and what is expected of you. There are eight communities each with useful information and links to all related services that you might need to know about whilst you are at Cardiff. If things do not meet your expectations you can use this page as a guide to the next steps you should take.

The Student Charter is not aspirational; you can expect all of the services outlined in the Student Charter. Don't forget, there are expectations on you too. You should always seek to:

The sooner the University is aware of aspects that are not meeting your expectations, or areas you are having difficulty with, the sooner it can work with you to explore how these can be addressed to improve your experience.

The following provides the steps you should take for a range of areas you might be having difficulties with:

Issues with modules

If you have an issue with a module you should talk to your Student Academic Rep , your Personal Tutor or the Module Leader. If you are not sure who these people are you should contact your School Office for the information.


Issues with your course

If you have an issue with your course/programme of study you should talk to your Student Academic Rep, your Personal Tutor or the Programme Leader. If you are not sure who these people are you should contact your School Office for the information.


Issues affecting your ability to study

During your study at Cardiff, there may be times when you experience personal difficulties which affect your studies or impact on your performance in an assessment. You should discuss these as soon as possible with your Personal Tutor. Your Personal Tutor will be able to offer you advice on where you can go for support, should you need it, and to help you to understand all of the options available to you.

Other sources of support include:


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Issues regarding unavailability of study materials/resources

If you are having difficulties accessing the study materials or resources you have been recommended to use as part of your studies you should talk to the staff in the Libraries Module Leader, your Student Academic Rep or your Personal Tutor.

If you are having trouble accessing online library resources, such as e-Journals, you should contact the Library staff, either through the 'Ask a Librarian Live' service or by contacting insrvConnect (tel: 029 2087 4487, email: insrvConnect@cardiff.ac.uk).


Issues with IT

If you're having any IT issues you should contact insrvConnect (tel: 029 2087 4487, email: insrvConnect@cardiff.ac.uk). If you are having specific problems with a computer lab in your School you should notify your School IT Staff.


Issues with University buildings (other than Hall of Residence)

If you are experiencing issues with the University's buildings you should report these to the Estates HOTLINE (tel: 029 2087 4477), or via the Porter or Receptionist within the building.


Issues with how you are feeling

You should seek advice immediately if you have concerns for your own wellbeing: whether that is your academic progress, or any other aspect of your Cardiff experience, that are giving you cause for concern; or if your Cardiff experience is being adversely affected by the behaviour of fellow students or staff. Your Personal Tutor will be able to offer you advice on where you can go for support, should you need it, and to help you to understand all of the options available to you. The Counselling Service also offer a range of support services to students (tel: 029 2087 4966, email: counselling@cardiff.ac.uk).

Other sources of support include:


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Issues regarding finances

If you are experiencing issues relating to your finances you should contact the Financial Support team in the Student Support Centre . These services manage a variety of funds which can help you if you are having financial difficulties if you require help covering specific costs during your time at university or should you need advice on budgeting (tel: 029 2087 4844, email: studentsupportcentre@Cardiff.ac.uk). The Students' Union Advice and Representation Centre is also able to offer independent, confidential and free advice (tel: 029 2078 1410, email: advice@Cardiff.ac.uk).


Issues with housing

Comprehensive advice is available on what to do if you are having issues with your University-run residence . The Students' Union Advice and Representation Centre provides guidance on all housing issues whether it's helpful hints as you go house hunting, advice on your tenant rights and responsibilities or a council tax bill (tel: 029 2078 1410, email: advice@Cardiff.ac.uk). The Student Support Centre offers a series of resources with advice on the various options of accommodation in Cardiff.


Issues regarding careers/post graduation

The Careers and Employability service offers a wide range of careers advice, as well as information, workshops, employer events, careers fairs and many other activities that are available to you whilst you are studying and once you graduate.


I have an emergency and need someone to contact

Sometimes you need to access help immediately. If it is on a weekday between the hours of 9-5 then you can contact Student Support (for financial, international student, advice and counselling support), Residences , the Students' Union Academic and Representation Centre (for independent academic support), the Students' Union, Security or Estates. If it is out of these hours and you are on campus then you can contact Security (tel: 029 2087 4444) or the Students' Union (tel: 029 2078 1400).

If you are unsure about who to contact please see our chart 'What should I do when someone is in crisis'.


I've tried all the steps but have still not resolved my difficulty

If you have tried to resolve your difficulty using the appropriate steps outlined on this page and are not satisfied with the outcome then you can start the formal University Student Issues/Concerns Procedure .


I have a comment or concern about the Student Charter

If you have a particular comment or concern about the Student Charter then please complete the Feedback Form provided. Your feedback is welcomed and will be taken into account in the ongoing development of our Student Charter.


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