22. Appeals and Complaints

An academic appeal is the formal process by which a student can request a review of a decision made by an academic body. This may relate to:

  • Progression
  • Assessment outcomes
  • Award decisions
  • Other decisions under Queen Mary policies

Before Submitting an Appeal

  • Speak to your School or Institute first. Many concerns can be resolved informally without initiating a formal appeal.
  • Your School/Institute can provide feedback on marks or degree classification and help clarify any queries.
  • Note: Appeals cannot be used to request feedback on academic work.

Grounds for Appeal

Appeals based on academic judgement (e.g. believing a mark is too low) are not eligible.

There are two valid grounds for an academic appeal:

  1. Procedural Error
    Queen Mary’s processes were not followed correctly, and the error significantly affected the decision.

  2. Exceptional Circumstances
    You experienced serious adverse circumstances that impacted your ability to study, and you had a valid reason for not disclosing them earlier.

Appeals must be submitted within 15 working days of receiving your results or decision. Late submissions require a valid reason and supporting evidence.

Submit your appeal via AskQM: AskQM Portal

More information: Appeals, Complaints and Conduct Office – Governance and Legal Services

Final Review

If you are dissatisfied with the outcome of a Formal Appeal, you may request a Final Review, provided you have received an outcome letter stating this option.

Student Complaints

Students may raise complaints about academic or non-academic matters under the Student Complaints Policy.

Complaint Process

  1. Informal Resolution
    Speak with a member of staff in your School or Institute. Most issues can be resolved informally.

  2. Formal Complaint
    If unresolved, submit a Formal Complaint via the AskQM portal for investigation under the Student Complaints Policy.

  3. Complaint Review
    If dissatisfied with the outcome of the Formal Complaint, you may request a Complaint Review via AskQM.

Office of the Independent Adjudicator (OIA)

If you remain dissatisfied after the Complaint Review, you may submit a complaint to the OIA.

  • You’ll receive a Completion of Procedures Letter from Queen Mary, which includes guidance on submitting to the OIA.
  • More information: www.oiahe.org.uk

Independent Advice

For confidential advice, contact:

Annie Mitchell (Please note Annie is a QMSU staff member, not a student officer.)

Advocacy and Representation Manager, Queen Mary Students’ Union

a.c.mitchell@qmul.ac.uk