Complaints

Aberystwyth University is committed to providing a high-quality service and experience to staff, students and members of the public.

However, there may be rare occasions where a mistake occurs and/or where individuals feel that their expectations have not been met by AU. In such circumstances, individuals are encouraged to submit feedback to AU, and are equally entitled to lodge a complaint. We need to know when things go wrong in order to put things right and, where appropriate, make improvements for the future.

You may have recourse to another Procedure. Please click on one of the following headings for more information.

Staff

As employees of the University, staff have recourse to a number of bespoke policies and procedures, and it may be more appropriate to consider any complaint in accordance with those processes.

These policies and procedures include:

  • Staff Disciplinary Procedure (Ordinance 34)
  • Staff Grievance Procedure (Ordinance 35)
  • Disciplinary and Grievance Procedures relating to the Vice-Chancellor, Deputy Vice-Chancellor, and Pro Vice-Chancellors (Ordinance 38)
  • Whistleblowing (Public Interest Disclosure)
  • Dignity & Respect at Work Policy
  • Procedure for the Investigation of Misconduct in Research

Copies of these policies and procedures can be found at: www.aber.ac.uk/en/about-us/policies/.

Complaints with respect to the Campus and Commercial Services department should be submitted in accordance with that department’s Complaints Procedure, which is available at: https://www.aber.ac.uk/en/visitors/terms&conditions/.

Complaints with respect to the Information Services department should be submitted in accordance with that department’s Complaints Procedure, which is available at: https://www.aber.ac.uk/en/is/regulations/complaints/.

Suspicions that Aberystwyth University has breached the terms of its Welsh Language Standards should be submitted via the form available at: https://www.aber.ac.uk/en/cgg/bilingual-policy/complaints-procedure/.

Complaints relating to other matters should be lodged in accordance with the Public Complaints Procedure.

Registered Students

Students can submit their feedback to AU via the Your Voice Matters / Tell Us Now portal at: https://www.aber.ac.uk/en/student/your-voice-matters/.

Students have recourse to a bespoke Complaints Policy. All such complaints should be lodged in accordance with this Policy, which is outlined at: www.aber.ac.uk/en/aqro/handbook/complaints/.

Suspicions that Aberystwyth University has breached the terms of its Welsh Language Standards should be submitted via the form available at: https://www.aber.ac.uk/en/cgg/bilingual-policy/complaints-procedure/.

Applicants

Applicants wishing to make a formal complaint in regard to an aspect of the undergraduate or postgraduate admissions service should follow the guidance available at: https://www.aber.ac.uk/en/aqro/handbook/ug-admissions/ (for undergraduate admissions) or https://www.aber.ac.uk/en/aqro/handbook/pg-admissions/ (for postgraduate admission).

Suspicions that Aberystwyth University has breached the terms of its Welsh Language Standards should be submitted via the form available at: https://www.aber.ac.uk/en/cgg/bilingual-policy/complaints-procedure/.

Any complaints regarding other matters shall be dealt with in accordance with complaints submitted by the General Public.

General Public

Complaints with respect to the Campus and Commercial Services department should be submitted in accordance with that department’s Complaints Procedure, which is available at: https://www.aber.ac.uk/en/visitors/terms&conditions/.

Complaints with respect to the Information Services department should be submitted in accordance with that department’s Complaints Procedure, which is available at: https://www.aber.ac.uk/en/is/regulations/complaints/.

Suspicions that Aberystwyth University has breached the terms of its Welsh Language Standards should be submitted via the form available at: https://www.aber.ac.uk/en/cgg/bilingual-policy/complaints-procedure/.

Complaints relating to other matters should be lodged in accordance with the Public Complaints Procedure.

Where you do not have recourse to another Procedure, you can submit a complaint to be considered under our Public Complaints Procedure using the following form.

Complaints can also be submitted via e-mail to vice-chancellor@aber.ac.uk or by post to the Vice-Chancellor’s Office, Aberystwyth University, Visualisation Centre, Penglais, Aberystwyth, SY23 3BF.

A response shall normally be issued within 10 University working days. We welcome complaints in either Welsh or English, and your choice of language will not lead to a delay in receiving a response.

Complaint Form