Print this chapterPrint this chapter

SMS MSc Student Handbook 2021/2022 (Sep 2021 Start)

13. Appeals and Complaints

Please visit the Appeals, Complaints and Conduct Office web site for further information (if required).

A Formal Appeal is a request to review a decision about progression, assessment or award.

Before you submit a Formal Appeal please speak to the Maths Education Services Team about the decision you wish to appeal as many issues can be resolved without the need to enter into a lengthy formal process.

The School of Mathematical Sciences will be able to provide you with feedback on your marks, or degree classification, and to answer any queries you have. Please note that a Formal Appeal cannot provide feedback on academic work. Appeals against academic judgment are not permitted, this means you cannot appeal simply because you think the mark you have received is too low.

There are two grounds for appeal:

  • procedural error: Where the process leading to the decision being appealed against was not conducted in accordance with Queen Mary’s procedure, such that there is reasonable doubt as to whether the outcome might have been different had the error not occurred. Procedural error shall include alleged administrative or clerical error, and bias in the operation of the procedure.
  • that exceptional circumstances, illness, or other relevant factors were not made known at the time for good reason, or were not properly taken into account.

An Formal Appeal must be received within 14 days of the notification of the decision you want to appeal and should be submitted from your Queen Mary email to appeals@qmul.ac.uk.

Further information about how to appeal and the appeal form can be found on the Queen Mary website: http://www.arcs.qmul.ac.uk/students/student-appeals/appeals/index.html

If you are not satisfied with the outcome of your appeal you may submit a Final Review for consideration by the Principal’s nominee. Once a Final Review is complete you will be sent a Completion of Procedures letter which outlines the final decision of Queen Mary and the reasons for the decision.


COMPLAINTS - SCHOOL LEVEL

We hope you will not need to complain, but if you would like to raise any issues, either as an individual or as a group, please follow the procedure described below, which provides the most up-to-date information including who to contact in relation to particular complaints.

Remember also that there are elected student representatives on the Student-Staff Liaison Committee. They are not part of the Queen Mary complaints procedures, but they may have useful experience and advice, and if you think your complaint is a matter of general interest you may take it to one of them. You can also speak with the Education Services Team, who can give you help and guidance at every stage of the complaints procedure.

The School of Mathematical Sciences undertakes not to disadvantage you if you make a complaint in good faith. The School also understands and respects the fact that you may need to complain in confidence.

Before you submit a Formal Complaint please speak to the Maths Education Services Team about the decision you wish to appeal as many issues can be resolved informally without the need to enter into a lengthy Formal Complaint process.


COMPLAINTS PROCEDURE - QUEEN MARY LEVEL

If your issue is not resolved through the informal process then you will need to complete the Formal Complaint form and submit this to Mr S Rawstron (Education Services Manager, Maths) at maths@qmul.ac.uk for investigation under the Student Complaints Policy:

http://www.arcs.qmul.ac.uk/students/student-appeals/complaints/index.html

Most complaints are resolved at the Formal Complaint stage but if your matter is still not resolved then there is one review stage to the policy.

When the complaint process is finished you will be issued with a Completion of Procedures letter explaining the final decision and the reasons for it.

Queen Mary has a specific Formal Complaints procedure which is designed to help you raise any concerns that you may have with either academic or non-academic issues. 

The policy is driven by the following principles:

  • transparency – it spells out who is responsible for dealing with your complaint at each stage of the process, and indicates what action you should take if you feel dissatisfied with the outcome;
  • speed – there are target timescales set for each stage of the process and if for any reason it is not possible to meet the timescale, you will be informed of the reason for the delay;
  • natural justice – the Policy follows the principles of natural justice, in that no person who has any direct interest in a complaint will be involved in deciding the outcome, and you will be guaranteed a fair hearing;
  • confidentiality – your complaint will be dealt with confidentially, and only the person(s) responsible for dealing with the complaint, and those who are parties to it, will be informed;
  • non-detriment – you will not be disadvantaged if you make a complaint in good faith;
  • group action – if several of you have a problem, you can make a joint complaint;
  • a friend – you have the right to be accompanied by a friend when you make a complaint, or at any subsequent meeting to deal with the complaint.

If you feel that you have a legitimate complaint on an academic issue, there are a number of sources of help and advice available to you:

  • the School of Mathematical Sciences – your Advisor, Education Services Team, Director of Student Experience, Director of Education or the Student Support Officer;
  • the Students' Union, particularly the Vice-President (Education, Welfare & Representation);
  • the Advice and Counselling service;
  • your Student-Staff Liaison Committee, particularly if the problem affects a number of students.


Office of the Independent Adjudicator (OIA)

If you are unhappy with the outcome of an appeal or complaint then you may submit a complaint to the OIA within 12 (twelve) months of receiving your Completion of Procedures letter. The OIA is the independent body set up to review student complaints and is free to students. For further information regarding the OIA please visit their website: http://www.oiahe.org.uk/