SMS MSc Student Handbook 2018/19 Draft original

Queen Mary level

Please visit the Appeals, Complaints and Conduct Office web site.

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 Student Support Officer, 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.

Complaints procedure

Queen Mary has a specific complaints procedure which is designed to help you raise any concerns that you may have with either academic or non-academic issues. The procedure is broken up into 4 stages starting with an informal complaint to the School or Service Department followed by a formal complaint if the issue is not resolved at the informal stage. If it is still not resolved it becomes a formal complaint at the Institution level and there is an appeal stage if this fails to resolve the issue.

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 academic adviser or 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.

The full current Student Complaints Policy is available in the ARCS Policy Zone.