13.1 Introduction

1. Aberystwyth University is committed to ensuring a high quality educational experience for all its students, supported by appropriate academic, administrative and welfare support services and facilities. However, there may be occasions when students are dissatisfied with the teaching and learning facilities, or services, provided. Aberystwyth University believes that students should be entitled to have access to an effective system for handling complaints and that they should feel able to make a complaint, secure in the knowledge that it will be fairly investigated.

2. For the purpose of this procedure, a student complaint is defined as ‘an expression of dissatisfaction by one or more students about a university’s action or lack of action, or about the standard of service provided by or on behalf of the university’.

3Issues that can be considered under the procedure include aspects of a student’s learning and teaching experience; service issues and facilities offered by the University.

4. Issues that cannot be considered under the procedure include academic appeals submitted against the decision of an examination board; admissions; complaints against the Students’ Union; complaints that question academic judgement; requests to leave University accommodation and associated appeals; complaints arising from decisions made under University Fitness to Attend/Return to Studies Policy, and University Disciplinary Regulations.

5. Any complaints received where it is felt the case could or should be handled under a different University procedure, the student will be notified in writing, and the case passed to the relevant persons/department within the University.