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Student complaints

Student complaintWe want your experience at Solent to be a good one, but sometimes you may feel that the services we provide don't meet your expectations. 

It's important that you do raise any issues with the University. We may not always be aware of the problems, and your feedback helps us to maintain the standard of experience we would want for our students.

"A complaint must be made in a timely manner and usually within one month of the incident/event"

The student complaints procedure provides students with a means to complain about the services provided by the University whether that is problems with accommodation, fees, facilities or the standard of teaching. The student complaint policy applies to current students or those who have completed their course in the last three months.

Please note that this procedure doesn't cover problems with marks, results and examinations, for which a separate appeals procedure exists.

We would encourage students to first try and resolve issues informally as in most cases this is the quickest and most effective way to resolve a problem. There are a number of people you can speak to about your issues and you can find contact details below.

If you have been unable to resolve the issues informally you can submit a formal complaint. You should never be concerned about making a complaint. The University will always ensure that any complaint is:

  • Treated seriously, fairly and transparently, and with impartiality.
  • Dealt with sensitively, in confidence and without fear of recrimination.

Where to get help

There are lots of sources of help around the University:

Deputy head of student services

The deputy head of student services can offer you advice and guidance on submitting a student complaint. They can be contact via the Students 1st team:

Email: students.1st@solent.ac.uk
Tel: 023 8201 3427

The Student Union's Student Advice Centre

The Student Union's Student Advice Centre is located on the ground floor of the Student Union building and is the place to access free, confidential and impartial advice from the Student Union’s academic case worker. The academic case worker will also offer you support in any meetings with the University.

Academic Services

Academic Services oversees the student complaint procedure and also deals with stage 2 appeals. If you need advice on either procedure you can speak to the student conduct, complaints and appeals team.

Email: appeals.complaints@solent.ac.uk
Tel: 023 8201 3808

The Student Hub

The Student Hub is a central space where you can access all of the information and support you need during your time at University.

Staff will help you resolve any query, and if they cannot answer the question themselves they will find the person who can.

Page last updated on Wednesday 14 December 2016 at 4.32pm.

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