Complaints Against the University

If you’re unhappy with something at University, you can solve the problem informally by talking to a trained conciliator. If this doesn’t work, or if the problem is serious, you can make a formal complaint

Complaining won’t change academic decisions like your marks, results, decisions on Academic Conduct cases, or rejected deferral requests, but you might be able to appeal instead. There is more advice on this here.

The University won’t look at complaints that are more than three months old without a good reason.

If you have questions about making a complaint, Your Advice Service can help.

Conciliation is an informal way to sort out your problems quickly by talking them through with University staff trained to give open, helpful support.

You can speak to a conciliator about problems with another person, with your course, assessments, or University services.


Coventry University

Conciliators can:

  • Meet with you face to face, on Teams, or talk on the phone
  • Arrange a meeting between yourself and someone else
  • Contact people directly on your behalf, with your permission


How to get in touch with a conciliator:

Complete the form here. A conciliator will be in touch within 2 working days

If you’re still not happy, or if your complaint is very serious, you can submit a formal complaint. Your Student Union can give you friendly and impartial advice about this.

There is more information, including the online conciliation form, here and on the Student Guide to Conciliation.


CU Group (CU London (Dagenham), CU London (Greenwich), CU Coventry and CU Scarborough)

Conciliators can:

  • Meet with you and anyone else involved
  • Listen to your concerns and help you resolve them
  • They are impartial


How to get in touch with a conciliator:

Contact them directly using the list here.

Once they have received your enquiry, you will be contacted as soon as possible. They will meet with you face to face if they can. If you’re unsure about who to contact, Your Advice Service can help. Contact Your Advice Service by completing our online enquiry form.

There is more information about conciliation here.


Coventry University London Campus

Conciliators can:

  • Meet with both parties involved and work with them to find a solution
  • Offer advice


How to get in touch with a conciliator:

Contact them directly using the list here.

If you’re unsure about who to contact, Your Advice Service can help. Contact Your Advice Service by completing our online enquiry form.

There is more information here.

A formal complaint is an official complaint in writing to the University.

Tips for writing a complaint:

  • Describe the problem clearly and politely
  • Don’t use rhetorical questions
  • Finish with the outcome you want
  • Include any evidence that supports your complaint, like emails or letters, and whether you’ve gone through the conciliation scheme

If you're struggling to write your complaint, download our complaint template here.


University Complaint Guidance:


To submit a complaint:

A formal complaint can take up to twenty-five working days to investigate. Once you have an outcome, you’ll get a letter explaining whether your complaint has been upheld and what the University will do to put the problem right.

If you’re not happy, you have the right to appeal the decision. This is a Stage Two complaint.

Reply to the outcome email explaining why you’re unhappy with the University’s Stage One response, the outcome you’re looking for, and any extra evidence, within 10 working days of the outcome letter.

The University will review your complaint and give you a Stage 2 decision in writing within ninety days of acknowledging your Stage 1 complaint.

You may be offered or given a COP (Completion of Procedures Letter) at this stage. This means that the University won’t look at your complaint again because you’ve reached the end of its processes.

Please see here for more advice about taking your case to the ombudsman, after you’ve got a Stage Two outcome.

How Your Advice Service can help you:

Your Advice Service is happy to proofread complaints before you send them and to help you move to the next stage of the complaint process if you are unhappy with an outcome. We can also discuss your complaint with you before submitting it, to explore if a complaint is the best option for you and explain how the process will work.

You can contact Your Advice Service by completing our online enquiry form.

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