2.2 Students registered on programmes delivered at Partner Organisations which lead to awards of the University of Hertfordshire

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1 Student Complnts Effetve: 19 Novemer 2012 STUDENT COMPLAINTS SUMMARY OF PRINCIPAL CHANGES Generl hnges Ths doument hs een revsed to reflet the mplementton on 1 Septemer 2012 of the Unversty s new, Shool-sed struture for purposes of dem governne. Ths doument hs lso een mended to reflet the outomes of wde-rngng revew of the Unversty s proesses for delng wth student dem Herngs, omplnts nd dsplne 1 Ths doument hs een revsed extensvely nd should e red n full. (Amendments to verson 03.0, UPR SA05 re shown n tls.) Struture 1 INTRODUCTION 1.3 Role of the Seretry nd Regstrr 2 SCOPE 2.2 Students regstered on progrmmes delvered t Prtner Orgnstons whh led to wrds of the Unversty of Hertfordshre 3 TERMINOLOGY omplnt Presdng Offer dem omplnts non-dem omplnts 4 STATEMENT OF POLICY 4.6 Complnts or revew requests not sumtted usng the requred form wll not e onsdered. 5 MALICIOUS OR FRIVOLOUS OR VEXATIOUS COMPLAINTS 6 COMPLAINTS PROCEDURE FOR STUDENTS 6.1 Complnts proedure Sope 6.2 Complnts proedure struture nd formt of proess nd generl nformton Complnts proedure - prelmnry Stge Complnts proedure - forml Stge Complnts proedure revew y the Ve-Chnellor 6.3 Revew y the Ve-Chnellor struture nd formt of proess nd generl nformton Revew y the Ve-Chnellor - non-dem omplnt Revew y the Ve-Chnellor - dem omplnt Revew y the Ve-Chnellor - mkng request 1 Bord of Governors Mnute: 829, 9 July 2012, refer. Adem Bord Mnute: 160, 20 June 2012, refer. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 1/15

2 Student Complnts Effetve: 19 Novemer RULES FOR THE ADMINISTRATION OF STUDENT COMPLAINTS 7.1 Generl rules Stndrd forms nd orrespondene Confdentlty Complnnts enttlements nd Students Advsers Respondent s enttlements nd Advsers Condut of Complnts Herngs/meetngs Interfe etween the Unversty's dsplnry nd omplnt proedures 8 FURTHER REPRESENTATIONS 8.2 Offe of the Independent Adjudtor 9 MONITORING 1 INTRODUCTION 1.1 Although the Unversty wll mke resonle efforts to provde pproprte fltes, mentes nd serves, students should note tht suh provson my e ffeted y ondtons eyond the Unversty s ontrol whh prevl from tme-to-tme. In suh rumstnes, the Unversty nnot ept responslty for level of serve whh my e less omprehensve thn tht normlly provded. 1.2 The poles nd proedures set out n ths doument hve een pproved y the Adem Bord Role of the Seretry nd Regstrr 2 SCOPE The Seretry nd Regstrr, n onsultton wth the Presdng Offer nd the Student Proedures Co-ordntor, wll e responsle for the generl nterpretton nd pplton of the Unversty regultons s they relte to student omplnts nd wll exerse these responsltes s spefed n ths proedure. 2.1 These poles nd proedures wll not pply n relton to ssues rsed y students n onneton wth ther employment y the Unversty (UPR HR03 3, refers) nor lleged ndents of hrssment or ullyng (UPR EQ01 4 ). 2.2 Students regstered on progrmmes delvered t Prtner Orgnstons whh led to wrds of the Unversty of Hertfordshre MATTERS WHICH COULD REASONABLY BE EXPECTED TO HAVE A MATERIAL EFFECT ON ACADEMIC PERFORMANCE The mtter wll e delt wth ntlly y the relevnt Prtner Orgnston n ordne wth the poles, regultons nd proedures operted y the Prtner Orgnston. Followng the Prtner Orgnston s fnl deson, students shll hve the rght to request revew y the Ve-Chnellor of the Unversty on the grounds set out n seton The deson of the Ve-Chnellor shll e fnl nd ndng on ll prtes Adem Bord Mnutes: nd 155.4, 9 Mrh 2005; 52.5, 15 June 2011; 160, 20 June 2012, refer. UPR HR03 Grevne Proedures UPR EQ01 Hrssment nd Bullyng Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 2/15

3 Student Complnts Effetve: 19 Novemer 2012 OTHER MATTERS The student s sujet to the poles, regultons nd proedures operted y hs or her Prtner Orgnston reltng to omplnts of non-dem nture. The deson of the Prtner Orgnston n respet of non-dem omplnts shll e fnl, sve nd exept, the student my petton the Unversty for proedurl revew of the hndlng y the Prtner Orgnston of the mtter one ll nternl levels of herng t the Prtner Orgnston hve een exhusted. Suh pettons must e mde n wrtng usng the form Request for Revew y the Ve-Chnellor (seton 7.1.4, v, refers) nd sent to the Unversty s Student Proedures Co-ordntor: Student Proedures Co-ordntor, Governne Serves, Mn Buldng, Room B204, College Lne. Eml: studentproedures@herts..uk The Ve-Chnellor shll hve lmted powers to revew the mtter whh shll not nlude overturnng the deson mde y the Prtner Orgnston ut shll nlude tng n n dvsory pty to the Prtner Orgnston. It should e noted tht Prtner Orgnston my empower the Unversty to t on ts ehlf n ertn rumstnes. Suh ses wll e delt wth n ordne wth the relevnt Unversty proedures. 3 TERMINOLOGY 3.1 For the purposes of ths doument the followng defnton wll pply: omplnt : omplnt, grevne or dspute, whether n orl or wrtten formt, reltng to the dmnstrton nd/or operton of the Unversty; Presdng Offer : the ndvdul dentfed t eh stge of these omplnts proedures (UPR SA05) who wll her the omplnt; dem omplnts : exmples would nlude, ut re not lmted to, the dmnstrton of the Unversty's dmssons poly, proedures nd regultons or the orgnston of progrmmes or feld trps or plements. Complnts reltng to dem serves nd fltes suh s those provded y Informton Hertfordshre wll normlly e delt wth s non-dem omplnts (seton 3.1.4, refers); non-dem omplnts : exmples would nlude, ut re not lmted to, mtters reltng to the Fnne Deprtment, the Unversty's prospetus, refetory serves, r prkng or to dem serves nd fltes suh s those provded y Informton Hertfordshre or the Student Centre. 3.2 Ths doument otherwse uses the nsttutonl defntons set out n GV UPR GV08 Glossry of Approved Unversty Termnology Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 3/15

4 Student Complnts Effetve: 19 Novemer STATEMENT OF POLICY 4.1 The Unversty of Hertfordshre wll use resonle efforts to del promptly nd effently wth ll omplnts. 4.2 The m of the Unversty s omplnts proedures s to resolve ndvdul omplnts qukly nd frly nd s ner to ther soure s possle. 4.3 The Unversty s omplnts proedures for students wll hve prelmnry nd forml stge. 4.4 The tme lmts norported wthn the Unversty s omplnts proedures my e modfed y mutul wrtten greement of the prtes nvolved. 4.5 Where Complnnt wshes to mke forml omplnt or to request revew y the Ve- Chnellor the omplnt must e sumtted n wrtng usng the urrent verson of the relevnt form pulshed from tme-to-tme y the Den of Students nd n ordne wth the relevnt proedure set out n ths doument (UPR SA05). 4.6 Complnts or revew requests not sumtted usng the requred form wll not e onsdered. (Note for gudne: o Wth regrd to the requrement n seton 4.5 to sumt forml omplnts nd requests for revew y the Ve-Chnellor usng the requred form, the Unversty wll mke resonle djustments for dsled students. Dsled students should seek dve from Dslty Serves. o The urrent versons of the forms referred to n ths doument (UPR SA05) re pulshed on-lne t: vew&ount=9999&restrttotegory=personl+lfe/den+of+students ) 4.7 Memers of stff re expeted to mke themselves vlle to lsten to nforml omplnts nd to try to ddress the ssues rsed qukly nd n the most pproprte wy. 4.8 Eh omplnt wll normlly e onsdered ndvdully lthough, dependng on the rumstnes, where seres of omplnts nvolves the sme sujet mtter or ndvdul(s), the Unversty my onsder those omplnts olletvely. 4.9 All omplnts wll e nvestgted s thoroughly s possle n the prevlng rumstnes All Complnnts wll e treted eqully, regrdless of ther sttus or senorty, nd wll not e treted dversely s result of ther hvng mde omplnt The Unversty reserves the rght to rejet omplnts mde mlously or vextously or frvolously (seton 5, refers) Where t ny stge omplnt gnst n ndvdul s mde the sujet of forml dsusson or Herng oth the Complnnt nd the ndvdul out whom the omplnt hs een mde my eh e ompned y n dvser (setons nd 7.1.7, refer) Where omplnt onerns n ndvdul, he or she should e n ttendne t ny meetng f requred y ether prty. Wth lmted exeptons, opes of ny sttements of omplnt or supportng douments wll e gven to oth prtes nvolved. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 4/15

5 Student Complnts Effetve: 19 Novemer Where the sujet of omplnt s the person who would normlly reeve nd/or del wth tht omplnt on the Unversty's ehlf, the Complnnt should seek dve from the Seretry nd Regstrr (or nomnee) who wll ensure tht the mtter s delt wth y nother prty The Unversty reserves the rght to use mterl reorded v ts CCTV sheme to enle the nvestgton nd proessng of omplnts All prevous stges n the omplnts proess must hve een onluded efore omplnt my progress to the next stge The Unversty wll onsder omplnts nd pply the relevnt omplnts proedure n ordne wth ts poles on equlty nd dversty. In prtulr, the Unversty wll mke resonle djustments for those wth dsltes The proess wherey forml omplnt s nvestgted s dstnt from the Unversty dsplnry proedures. However, where t s determned tht there should e dsplnry Herng, the nvestgton y the ndependent Cse Offer mde under the provsons of these regultons (UPR SA05) wll ontrute to the nvestgton stge requred y the Unversty s dsplnry proedures. 5 MALICIOUS OR FRIVOLOUS OR VEXATIOUS COMPLAINTS Where there s reson to eleve tht omplnt my hve een mde ether mlously frvolously or vextously, the mtter wll e nvestgted y the Seretry nd Regstrr who wll tke dve from pproprte offers of the Unversty. Where, on the lne of prolty, he or she judges the omplnt to e mlous or vextous or frvolous, the Seretry nd Regstrr wll wrte to the Complnnt, wthn ten (10) workng dys of ts reept or s soon s possle therefter, rejetng the omplnt. 6 COMPLAINTS PROCEDURE FOR STUDENTS (Note for gudne: Attenton s drwn to the generl prnples set out n seton 4.12 nd 4.13 reltng to the rghts nd enttlements of n ndvdul gnst whom omplnt hs een mde.) 6.1 Complnts proedure - Sope Wth the followng exeptons, ths proedure wll pply to ll omplnts rsed y students whose norml ple of study or reserh s t the Unversty. HARASSMENT AND BULLYING All omplnts reltng to lleged ndents of hrssment nd ullyng wll e delt wth n ordne wth the provsons of UPR EQ01 4. WHERE OTHER SEPARATE COMPLAINTS PROCEDURES APPLY It should e noted tht ertn serves nd Unversty poles nd regultons re supported y ther own omplnts proedures. However, where no suh mehnsm exsts, students should dret omplnts n ordne wth the proedures set out n seton 6 of ths doument. 6.2 Complnts proedure struture nd formt of proess nd generl nformton Ths proedure hs two stges, prelmnry stge nd forml stge. Complnnts must omplete eh stge efore they n progress to the next. In exeptonl rumstne nd on the grounds set out n seton 6.2.6, the Complnnt my request revew y the Ve- Chnellor t the onluson of the forml stge. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 5/15

6 Student Complnts Effetve: 19 Novemer Students re dvsed tht efore lodgng request for revew y the Ve-Chnellor they my otn ssstne nd dve from the Students' Unon Exeutve. They should lso refer to seton 7 of ths doument ( Rules for the Admnstrton of Student Complnts ) In the event tht the person to whom the omplnt should e sumtted s ether prt of the sujet of the omplnt or otherwse n onflt of nterest, the omplnt should e sumtted to the Student Proedures Co-ordntor who wll ensure tht sutle susttuton s mde y the Seretry nd Regstrr (or nomnee) Complnts proedure - prelmnry Stge (Note for gudne: Attenton s drwn to the generl prnples set out n seton 4.12 nd 4.13 reltng to the rghts nd enttlements of n ndvdul gnst whom omplnt hs een mde.) A omplnt rsed t the prelmnry Stge of ths proedure must e mde, ether orlly or n wrtng, nd lodged wthn three (3) lendr months of the dte on whh the ndent ourred. To ensure tht omplnts re delt wth n the most pproprte wy, the Unversty tegorses them s ether dem or non-dem omplnts. These terms re defned n setons nd of ths doument. ACADEMIC COMPLAINTS Adem omplnts should e lodged, s pproprte, wth the Yer Tutor, Progrmme Tutor, Reserh Student Tutor, or Hed of Deprtment (where pponted). These memers of stff re desgnted the Repent for the purposes of the prelmnry Stge of ths proedure. (Note for gudne: Adve on where omplnts should e dreted s vlle from the Student Proedures Co-ordntor.) v NON-ACADEMIC COMPLAINTS Non-dem omplnts should e lodged wth the mnger of the re n whh the ndent ourred. The mnger s desgnted the Repent for the purposes of the prelmnry Stge of ths proedure. (Note for gudne: Adve on where omplnts should e dreted s vlle from the Student Proedures Co-ordntor.) v v Wthn ten (10) workng dys of reevng the omplnt, the Repent of the nforml omplnt wll endevour to tke the steps neessry to resolve the prolem nd my meet the Complnnt to dsuss the mtter. Where the Repent of the nforml omplnt hs een unle to resolve the mtter wthn ten (10) workng dys, he or she wll: prepre ref wrtten report n the formt spefed y the Den of Students (seton 7.1.4,, refers), whh wll summrse the nture of the omplnt nd ndte the tons whh hve een tken; sumt ths report, s pproprte, to the relevnt Den of Shool/Hed of Strteg Busness Unt nd provde opy to the Den of Students nd the Student Proedures Co-ordntor. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 6/15

7 Student Complnts Effetve: 19 Novemer Complnts proedure - forml Stge (Note for gudne: Attenton s drwn to the generl prnples set out n seton 4.12 nd 4.13 reltng to the rghts nd enttlements of n ndvdul gnst whom omplnt hs een mde.) A forml omplnt must e mde n wrtng usng the urrent verson of the form Notfton of forml omplnt under the provsons of the Student Complnts Proedure (UPR SA05) pulshed from tme-to-tme y the Den of Students. The ompleted form must e lodged wth the relevnt Den of Shool/Hed of Strteg Busness Unt, wthn three (3) lendr months of the dte on whh the ndent ourred (seton 7.1.4,, refers). The Unversty expets tht t the tme of mkng forml omplnt, student wll rng forwrd ll relevnt evdene tht s vlle t the tme t whh the forml omplnt s lodged. Complnts not sumtted usng the requred form wll not e onsdered. (Note for gudne: o Wth regrd to the requrement n seton to sumt forml omplnts usng the requred form, the Unversty wll mke resonle djustments for dsled students. Dsled students should seek dve from Dslty Serves. o The urrent verson of the form Notfton of forml omplnt under the provsons of the Student Complnts Proedure (UPR SA05) s pulshed on-lne t: nts?openvew&ount=9999&restrttotegory=personl+lfe/den+of+students o Adve on where forml omplnts should e dreted s vlle from the Student Proedures Co-ordntor.) v PRESIDING OFFICER The Den of Shool/Hed of Strteg Busness Unt s desgnted s the Presdng Offer for the purposes of delng wth the forml omplnt (seton 7, refers) nd wll: s soon s possle, nform ny Respondent tht forml omplnt hs een mde gnst them nd wll lso dvse them of the nture of tht omplnt; notfy the Seretry nd Regstrr, the Den of Students nd the Student Proedures Co-ordntor t the erlest opportunty tht forml omplnt hs een mde; ppont n ndependent Cse Offer. v The Cse Offer wll: prepre full report nd sumt ths to the Den of Shool/Hed of Strteg Busness Unt (the Presdng Offer); provde opy of tht report to the Den of Students nd to the Student Proedures Co-ordntor. v The Presdng Offer: my seek to resolve the ssue on the ss of the Cse Offer s report nd/or ny other doumentton provded nd/or Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 7/15

8 Student Complnts Effetve: 19 Novemer 2012 d e f g h my seek further nformton from the memers of stff nvolved n the omplnt nd/or my, t hs or her dsreton, ll Herng t whh the Complnnt nd ny other persons nvolved my sumt ther respetve ses; wll, where he or she hs resolved to ondut Herng, nform the Complnnt n wrtng of the rrngements for the Herng y mens of Letter of Notfton n the requred formt (seton 7.1.4,, refers); wll ensure tht nrrtve (non-vertm) reord s mde of the Herng y Clerk pponted y the Presdng Offer; wll, wthn ten (10) workng dys of hvng reeved the forml omplnt or s soon s possle therefter, ommunte hs or her deson n wrtng to the Complnnt. The Letter of Deson wll e n the requred formt (seton 7.1.4, v, refers). Where pproprte, the Letter of Deson wll e ompned y Completon of Proedures Letter whh my e used n relton to ny future delngs wth the Offe of the Independent Adjudtor; wll, where omplnt s upheld, tke pproprte ton nd wll determne whether the Complnnt my lm for resonle nd proportonte ndentl expenses nurred n onneton wth rngng the forml omplnt; prepre ref wrtten report n the formt spefed y the Den of Students (seton 7.1.4,, refers), whh wll summrse the nture of the omplnt nd ndte the tons whh hve een tken; sumt ths report to the Den of Students nd to the Student Proedures Coordntor Complnts proedure revew y the Ve-Chnellor Where Complnnt remns dsstsfed wth the outome followng the onluson of the forml stge, the Complnnt my request revew y the Ve-Chnellor where he or she (the Complnnt): wshes nformton not lredy rought forwrd t erler Stges or new nformton whh my e relevnt to the se, to e onsdered; eleves tht there hs een proedurl rregulrty or s. The Unversty expets tht t the tme of mkng forml omplnt, student wll rng forwrd ll relevnt evdene tht s vlle t the tme t whh the forml omplnt s lodged. 6.3 Revew y the Ve-Chnellor struture nd formt of proess nd generl nformton (Note for gudne: Attenton s drwn to the generl prnples set out n seton 4.12 nd 4.13 reltng to the rghts nd enttlements of n ndvdul gnst whom omplnt hs een mde.) Revew y the Ve-Chnellor - non-dem omplnt The Seretry nd Regstrr, tng s the nomnee of the Ve-Chnellor, s responsle for delng wth revews y the Ve-Chnellor reltng to non-dem omplnts Revew y the Ve-Chnellor - dem omplnt The Ve-Chnellor my desgnte nomnee of pproprte stndng nd ndependene to del wth revews y the Ve-Chnellor onernng dem omplnts In ll ses (setons nd 6.3.2, refer) the deson of the Ve-Chnellor (or nomnee) wll e regrded s fnl. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 8/15

9 Student Complnts Effetve: 19 Novemer Students re dvsed tht efore lodgng request for revew y the Ve-Chnellor, they my otn ssstne nd dve from memer or nomnee of the Students' Unon Exeutve. They should lso refer to seton 7 of ths doument ( Rules for the Admnstrton of Student Complnts ) In the event tht the person who would normlly del wth the Herng on the Ve- Chnellor s ehlf s ether prt of the sujet of the omplnt or otherwse n onflt of nterest, the Ve-Chnellor wll ensure tht sutle susttuton s mde y the Unversty Revew y the Ve-Chnellor - mkng request The request for revew y the Ve-Chnellor must e mde n wrtng usng the urrent verson of the form Forml Student Complnt Request for revew y the Ve-Chnellor pulshed from tme-to-tme y the Den of Students. The ompleted form must e lodged wth the Student Proedures Co-ordntor wthn ten (10) workng dys of the dte of the Letter of Deson (seton 6.2.5, v, f, refers) (not the dte on whh the Letter of Deson ws reeved y the Complnnt). (Note for gudne: o Wth regrd to the requrement n seton to sumt requests for revew y the Ve-Chnellor usng the requred form, the Unversty wll mke resonle djustments for dsled students. Dsled students should seek dve from Dslty Serves. o The urrent verson of the form Forml Student Complnt Request for revew y the Ve-Chnellor s pulshed on-lne t: nts?openvew&ount=9999&restrttotegory=personl+lfe/den+of+students The Ve-Chnellor (or nomnee): d e wll e provded wth ll the neessry detls of the se nd n ount of the mesures whh hve lredy een tken to resolve the dffultes; wll revew the rumstnes of the se; wll, f neessry, tke further dve; my seek to resolve the ssue on the ss of the doumentton provded nd/or my ll Herng to whh he or she my nvte oth the Complnnt nd ny Respondent (seton 6.3.6,, refers). The Student Proedures Co-ordntor: wll ensure tht the dte of ny the Revew Herng wll e suffently fr hed to ensure tht s fr s resonly possle, ny wtnesses n e tred nd nformed of the requrement to ttend; wll mke detled rrngements wth ny other persons who re to ttend the Revew Herng; wll wrte n Revew Herng Letter to the ppellnt whh wll e n the requred formt (seton 7.1.4, v, refers). Where the Den of Students s not the Cse Offer, the Den of Students (or nomnee) wll ttend ll Revew Herngs s n oserver. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 9/15

10 Student Complnts Effetve: 19 Novemer 2012 v The Ve-Chnellor (or nomnee): wll ensure tht nrrtve (non-vertm) reord s mde of the Herng y Clerk pponted y the Seretry nd Regstrr; wll, where possle, dvse the Complnnt of hs or her deson mmedtely fter the Revew Herng or wll ndte to the Complnnt when he or she mght expet deson; wll, where omplnt s upheld, determne whether the Complnnt my lm for resonle nd proportonte ndentl expenses nurred n onneton wth rngng the forml omplnt. v The Student Proedures Co-ordntor: wll ensure tht the deson of the Ve-Chnellor (or nomnee) s onfrmed to the Complnnt n wrtng wthn ten (10) workng dys of hvng reeved the request for revew y the Ve-Chnellor or s soon s possle therefter y mens of Letter of Deson n the requred formt (seton 7.1.4, v, refers) (where pproprte the Letter of Deson wll e ompned y Completon of Proedures Letter whh my e used n relton to ny future delng wth the Offe of the Independent Adjudtor); wll, where pproprte, provde opy of the Letter of Deson to the relevnt Den of Shool/Hed of Strteg Busness Unt nd to the Den of Students who wll e responsle for nstgtng ny onsequent ton, nludng, s pproprte, provdng opes of the Letter of Deson to other relevnt memers of stff. 7 RULES FOR THE ADMINISTRATION OF STUDENT COMPLAINTS (Note for gudne: Attenton s drwn to the generl prnples set out n seton 4.12 nd 4.13 reltng to the rghts nd enttlements of n ndvdul gnst whom omplnt hs een mde.) 7.1 Generl rules Those responsle for dmnsterng these omplnts proedures wll omply wth the rules set out n ths seton (7) Wth lmted exeptons, ll wrtten mterl onsdered y the Presdng Offer durng ny pplle Herng under ths poly wll e provded to the Complnnt nd to ny Respondent. The Cse Offer s report wll, therefore, e provded to the Complnnt nd the Respondent The Presdng Offer t ny stge of these proedures wll not hve delt wth or herd the mtter prevously Stndrd forms nd orrespondene Report to the Den of Students Where omplnt hs not een resolved t the prelmnry Stge nd/or the Complnnt proeeds to the forml stge, the ntl Repent of the omplnt wll provde wrtten summry n the formt spefed y the Den of Students. The Repent wll sumt the report to the Den of Shool/Hed of Strteg Busness Unt (setons nd 6.2.5, refer) nd wll provde opy to the Den of Students nd to the Student Proedures Co-ordntor. The wrtten summry wll nlude the followng: 1 the student s nme nd Student Regstrton Numer; Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 10/15

11 Student Complnts Effetve: 19 Novemer the nme of the Repent nd hs or her poston (for exmple, Yer Tutor, Reserh Student Tutor); 3 ref summry of the omplnt; 4 summry of the nvestgton mde (ny relevnt doumentry evdene must e ppended to the report); 5 summry of the ton tken nd, f neessry, n explnton of why t hs not een possle to resolve the omplnt; 6 the Repent s sgnture nd the dte of sgnture. Notfton of forml omplnt under the provsons of the Student Complnts Proedure (UPR SA05) form The Complnnt must omplete ll of the felds wthn the form. Inomplete forms nd forms sumtted wthout the requred supportng douments/mterl wll not e onsdered nd wll e returned, un-proessed, to the student. The form wll requre tht the Complnnt provdes the followng nformton: 1 the nture of the omplnt, whether the mtter hs een onsdered t the prelmnry Stges of these proedures nd 2 ny douments/mterl tht support the forml omplnt, 3 dentfy lerly how the douments/mterl referred to n 7.1.4,,, 2, support the forml omplnt; 4 ll of the douments/mterl provded y the student t the prelmnry Stge; 5 the postl ddress to whh ll orrespondene s to e sent; 6 the e-ml to whh ll ommuntons re to e sent; 7 the telephone numers on whh the student n e ontted (mole nd where pplle, lndlne). Letter of Notfton Where omplnt s to e mde the sujet of forml meetng or Herng, the Complnnt wll e notfed n wrtng y mens of Letter of Notfton whh wll: 1 for the vodne of dout, gve full explnton of the nture of the omplnt; 2 gve the dy, dte, tme nd venue for the Herng/meetng; 3 gve n explnton of the Complnnt s rght to e ompned y Student s Advser; 4 nvte the Complnnt to sumt ny wtness sttements to the Presdng Offer where he or she hs not lredy done so; 5 dvse the Complnnt of hs or her enttlement to rng to the Herng/meetng ny wtness nd of the requrement tht he or she must nform the Presdng Offer fve (5) workng dys eforehnd of hs or her ntenton to do so; 6 the nmes of ny ndvduls who re to pper t the Herng/meetng. 7 Inluded wth the letter wll e: A sujet to the provsons of seton 7.1.2, opy of ll the douments reltng to the omplnt; B opy of the relevnt verson of ths doument (UPR SA05) the letter wll stpulte the verson of UPR SA05 under the provsons of whh the mtter s eng delt wth. Letters of Notfton wll e sent y reorded ml nd to the eml ddress the student hs provded to the Unversty for ll orrespondene. A opy of the Letter of Notfton wll e provded to the Den of Students, the Student Proedures Co-ordntor nd ny Respondent. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 11/15

12 Student Complnts Effetve: 19 Novemer 2012 v Letter of Deson In ordne wth the tme-sles set out n the relevnt student omplnts proedure, Presdng Offers wll ommunte ther desons to Complnnts n wrtng y mens of Letter of Deson whh wll: 1 gve the resons why the deson ws tken; 2 expln ny further rghts of revew tht the Complnnt mght hve f he or she s not stsfed wth the outome. 3 Inluded wth the letter wll e opy of the report or reord of the Herng. Letters of Deson wll e sent y reorded ml nd to the eml ddress the student hs provded to the Unversty for ll orrespondene. A opy of the Letter of Deson nd ll enlosures wll e provded to the Den of Students, the Student Proedures Co-ordntor nd ny Respondent. v Request for Revew y the Ve-Chnellor form The Complnnt must omplete ll of the felds wthn the form. Inomplete forms nd forms sumtted wthout the requred supportng douments/mterl wll not e onsdered nd wll e returned, un-proessed, to the student. The form wll requre tht the Complnnt provdes the followng nformton: 1 the grounds for revew; 2 the new douments/mterl tht support the grounds eng ted for revew, 3 dentfy lerly how the new douments/mterl support the grounds eng ted; 4 ll of the douments/mterl provded y the student t prevous stges of the proess; 5 the postl ddress to whh ll orrespondene s to e sent; 6 the e-ml to whh ll ommuntons re to e sent; 7 the telephone numers on whh the student n e ontted (mole nd where pplle, lndlne). v Revew Herng Letter The Student Proedures Co-ordntor wll wrte to the Complnnt y mens of n Revew Herng Letter whh wll gve: 1 the nmes of ny ndvduls who re to pper t the Revew Herng; 2 the dy, dte, tme nd venue for the Herng; (nluded wth the letter wll e opes of ny new douments reltng to the omplnt not prevously provded to the ppellnt) 3 dvse the Complnnt of hs or her enttlement to rng to the Herng ny wtness nd of the requrement tht he or she must nform the Student Proedures Co-ordntor not less thn fve (5) workng dys eforehnd of hs or her ntenton to do so nd of the nme of ny wtness who s to ttend; 4 nvte the Complnnt to sumt ny wtness sttements to the Student Proedures Co-ordntor not less thn three (3) workng dys efore the Revew Herng, where he or she hs not lredy done so; 5 dvse the Complnnt tht ny douments to e onsdered t the Herng tht re not vlle t the tme tht the Revew Herng Letter s ssued wll e provded to hm or her efore the Revew Herng; 6 dvse the Complnnt tht should he or she fl to gve note tht, for good reson, he or she s unle to ttend the Herng, the mtter my e herd n hs or her sene; 7 dvse the Complnnt tht flure to ttend Herng my e onsdered dsplnry offene. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 12/15

13 Student Complnts Effetve: 19 Novemer Confdentlty 8 Inluded wth the letter wll e opes of ll of the douments to e onsdered t the Herng. 9 Revew Herng Letters wll e sent y reorded ml nd to the eml ddress the student hs provded to the Unversty for ll orrespondene. 10 A opy of the Revew Herng Letter nd ll enlosures wll e provded to ny Respondent. v Informton reltng to ny omplnt s strtly onfdentl. All prtes to the omplnt nd ndvduls who hve een nvolved n ny relted nvestgton nd/or the mngement nd/or dmnstrton of the omplnts proess wll oserve the requrements for onfdentlty. Whle onfdentl nformton wll need to e dslosed n order to onsder the omplnt, t wll only e dslosed to those stff nvolved n the onsderton of the omplnt. In ddton, onfdentl nformton my e dslosed to governmentl, pole or regultory uthortes or otherwse dslosed s y lw. All personl nformton wll e proessed y the Unversty n ordne wth the Dt Proteton At Any reh of onfdentlty wll e regrded s dsplnry mtter Complnnts enttlements nd Students Advsers At ny meetng to dsuss the proess of the Herng, or Herng, the Complnnt wll e enttled: v not less thn three (3) workng dys pror the meetng or Herng, to present ny evdene or doumentton tht s relevnt to the representtons eng mde; nd ether to e ompned y Student s Advser (seton 7.1.8,,, refers); or where he or she wshes to exerse the rght to representton, to e ompned y memer or nomnee of the Students Unon Exeutve (seton 7.1.8, v, refers). STUDENT S ADVISER A Complnnt my nvte nother person to ompny hm or her to, nd to t s hs or her Advser t, ny Herng or meetng (forml or nforml) t whh the mtter s to e dsussed. Although the Complnnt mght, for exmple, nvte lwyer or Trde Unon representtve to t s hs or her Advser, t should e noted tht the person ttends the meetng or Herng purely n n dvsory pty nd does not, therefore, t s the student's representtve. However, the student my elet to e represented t the Herng or meetng y memer or nomnee of the Students' Unon Exeutve. Where Complnnt wshes to e ompned y Student s Advser or represented t meetng or Herng n ordne wth the provsons of seton 7.1.6, v, he or she should dvse the Unversty, fve (5) workng dys eforehnd, s follows: 1 FORMAL STAGE (SECTION 6.2.5, REFERS): to the Den of Shool/Hed of Strteg Busness Unt fve (5) workng dys eforehnd. 2 REVIEW BY THE VICE-CHANCELLOR (SECTION 6.3, REFERS): to Student Proedures Co-ordntor fve (5) workng dys eforehnd. Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 13/15

14 Student Complnts Effetve: 19 Novemer 2012 v A Student s Advser wll only e permtted to spek durng Herng f sked dret questons y the Presdng Offer. However, the student my onsult freely wth hs or her Advser t ny tme Respondent s enttlements nd Advsers WHERE THE RESPONDENT IS A MEMBER OF STAFF The Respondent my e ompned y Frend : person hosen y the employee to ompny hm or her to meetng/herng nd who s ether ollegue employed y the Unversty or n employee or offl of Trde Unon. The Frend my onfer wth the employee ut wll not e permtted to nswer dret questons for the employee. WHERE THE RESPONDENT IS A STUDENT The Respondent my e ompned y Student s Advser (seton 7.1.6, v, refers) Condut of Complnts Herngs/meetngs Presdng Offers nd others responsle for dmnsterng the student omplnts proedures set out n ths doument (UPR SA05) wll omply wth the followng rules: t eh Stge of these student omplnts proedures: the Complnnt my, f he or she so wshes, e ompned y Student s Advser t ny Herng or meetng to whh he or she hs een nvted t whh the mtter s to e dsussed or my exerse hs or her rghts, s set out n seton 7.1.6, v; the Respondent my exerse hs or her rghts under the provsons of seton 7.1.7; v v v v v x the Presdng Offer wll e ompned y nother memer of stff, not dretly nvolved n the se, who wll oserve the proeedngs, n lter Stges of these proedures, ths requrement wll normlly e met through the presene of the Seretry nd Regstrr (or nomnee); where prtle, rrngements wll tke ount of the needs nd onerns of those nvolved; the Herng wll e ttended, s pproprte, y the ndvduls stpulted for eh stge of these proedures; the ndependent Cse Offer pponted y the Seretry nd Regstrr wll present hs or her report; the Cse Offer my e questoned y the Presdng Offer nd, t the nvtton of the Presdng Offer, y the Complnnt nd the Respondent; the Complnnt my e questoned y the Presdng Offer nd t the nvtton of the Presdng Offer, y the Respondent; the Respondent my e questoned y the Presdng Offer nd, t the nvtton of the Presdng Offer, y the Complnnt; the Presdng Offer wll nvte the Complnnt nd the Respondent to ll ny wtnesses who my e questoned y the Complnnt nd the Presdng Offer nd t the nvtton of the Presdng Offer, y the Respondent; x the Presdng Offer wll nvte the Respondent nd then the Complnnt to mke ny losng remrks; Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 14/15

15 Student Complnts Effetve: 19 Novemer 2012 x x x xv the Presdng Offer my dret the Complnnt nd hs or her Advser nd ny other persons present to wthdrw whle he or she onsders the mtter nd my rell the Complnnt nd ny other persons present for further questonng; where possle the Presdng Offer wll dvse the Complnnt nd the Respondent of hs or her deson mmedtely fter the Herng or wll ndte to the Complnnt nd Respondent when he or she mght expet deson; wrtten reord wll e mde of the Herng n ordne wth the detled rrngements spefed for eh stge of these proedures; n udo reordng of Herng my e permtted n exeptonl rumstnes, t the dsreton of the Presdng Offer nd wth the pror wrtten onsent of ll persons who wll e present. The exeptonl rumstnes wll e mtter of reord Interfe etween the Unversty's dsplnry nd omplnt proedures The proess wherey omplnt s delt wth y the Unversty s dstnt from the Unversty's dsplnry proedures lthough, n some rumstnes, the nvestgton of omplnt my result n the Unversty tkng dsplnry ton gnst memer of stff nd/or student. Suh proeedngs nd ther outomes re onfdentl nd the Complnnt s not enttled to hllenge ther outome. 8 FURTHER REPRESENTATIONS 8.1 In ses where omplnt s speflly out msledng nformton n prospetus nd where the Complnnt s not stsfed wth the outome of the nternl omplnts proedure, ontt my e mde wth the Qulty Assurne Ageny for Hgher Eduton, Southgte House, Southgte Street, Glouester GL1 1UB, Telephone Offe of the Independent Adjudtor Hvng exhusted the Unversty s nternl proedures nd sujet to the provsons of legslton, the student hs the rght to request the Offe of the Independent Adjudtor to revew hs or her se. 9 MONITORING The Den of Students wll montor the operton of ths omplnts proedure nd wll mke report to the Ve-Chnellor not less thn one eh dem yer. P E Wters Seretry nd Regstrr Sgned: 16 Novemer 2012 Unversty Poles nd Regultons (UPRs) Unversty of Hertfordshre Hgher Eduton Corporton (2012) SA05-Student Complnts-v04.1.do 15/15