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How to make a complaint

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We are committed to the delivery of high quality solutions and services designed to meet the needs of all of our customers.

We consistently strive to provide these services in a professional, fair and courteous manner, within both the letter and spirit of the University's Equal Opportunities Policy and the Dignity at Work and Study Policy.

On those rare occasions where a service, member of staff, or facility fails to meet a customer's expectations, customers are encouraged to provide constructive feedback which will help us to continually improve the services we offer. Our customers include students, staff and members of the public. Information on how to make a complaint is detailed below.

Student complaints

All complaints are taken very seriously by the University. If you wish to make a complaint this should be done normally within seven calendar days of the problem arising using the Early Resolution Stage of the Student Complaint Procedure. Where possible, we would encourage you to discuss your complaint in the first instance with the service area where your complaint has arisen and we will aim to resolve the issue as quickly as possible.

If you wish to submit a written complaint under the Early Resolution Stage you will need to complete the Student Complaint Form. Before you complete the form you should read the Student Complaint Procedure and guidance for students to check that you are using the correct procedure. If you are eligible to use the Student Complaint Procedure, you should also check that you are using the correct stage.

The Student Complaint Form, Student Complaint Procedure and guidance for students are available to download. Your completed Student Complaint form should be submitted to either Librarystudentcomplaints@cardiff.ac.uk or ITstudentcomplaints@cardiff.ac.uk.

If on submission of your complaint we think you are not using the correct procedure or the correct stage, we will tell you. Please note, that time limits are attached to each stage of the Student Complaint Procedure.

Members of staff

Complaints from members of staff will follow the relevant procedures, including HR Procedures, depending on the nature of the complaint. 

Complaints made by IT or Library staff about customers will be handled via the Student Conduct and Discipline Procedure (for students) or via the University Grievance Procedure (for staff).

Members of the Public

Complaints received from members of the public will be handled under the University's Third Party Process as outlined in the Dignity at Work and Study Policy.

 


Complete a complaint form - members of staff and members of the public only

Read our customer complaint report, November 2014 - June 2015

Read our customer complaint report, May - October 2014

Read our customer complaint report, November 2013 - May 2014

Customer Care Policy

Service Standards

University policies