The University's mission is to pursue excellence in education and research.
The University welcomes feedback from its students to continually improve the student experience. There are several ways you can provide this feedback whether that is through your Personal Academic Tutor, Student Representation or Module Evaluations.
Students that are dissatisfied with an action or omission of the University’s teaching-related or service-related provision can inform the University through the appropriate Student Complaints Procedure. Students can expect to do so without risk of disadvantage or recrimination. We would like to work with you to find an early resolution to your concern and a remedy to any complaints.
What is a complaint?
The University defines a complaint as an expression of dissatisfaction by one or more students about the action or omission of the University’s teaching-related or service-related provision.
Students can raise concerns or express dissatisfaction without risk of disadvantage or recrimination.
The University aims to address and resolve concerns or complaints in a timely manner.
Supporting all our students
The complaints procedure to follow will depend on the nature of your concern.
The Student Complaints Procedure outlines the University’s approach to addressing complaints raised by registered University students or recent graduates of the University regarding the University’s teaching-related or service-related provision.
Students may submit a complaint under this procedure, individually or as part of a group by submitting a Stage 1: Formal Complaint Form.
If you no longer have access to your University email account, please provide an alternative email address.
Students may submit a complaint under this procedure, individually or as part of a group. Complaints will be responded to individually and contact details for each student should be included on the Stage 1: Formal Complaint Form.
There is an Admissions Appeals and Complaints Procedure for Applicants. This is the relevant Procedure to follow for all applicants to a new course at Canterbury Christ Church University,
The Accommodation Complaints Procedure should be followed if you have a concern or complaint relating to University Accommodation. A student can send the complaint to the Accommodation Office via email accommodation@canterbury.ac.uk.
If the accommodation-related matter is about relationship issues between flatmates or neighbours, the student may wish to consider the Student Mediation Service as a positive way to find solutions and resolve disputes.
Students at a Collaborative Partner should read the Procedure for Dealing with Complaints at Partner Institutions. Students at a Collaborative Partner will be required to submit a complaint to the Collaborative Institution in the first instance, using the Partner’s Complaints Procedure.
Where the responsibility and resolution rest solely with the University and it concludes that a part or the whole of a complaint requires investigation by the University, the Collaborative Partner may refer the matter to the University.
Where the complaint is referred to the University by the Collaborative Partner, the complaint will be considered under Stage 1 of the Student Complaint Procedure.
Concerns relating to placement provision or a student on placement may either fall under the remit of the University or the Placement Provider.
In the first instance, students are directed to raise their concerns with the appropriate member of staff or the Placement Supervisor. Students are expected to raise their concerns through the mechanism that exists within their Faculty or School. The student can also use the Placement Provider’s own complaints procedure.
Where the student is dissatisfied, the matter can be raised by submitting a Stage 1: Formal Complaint Form as part of the Student Complaint Procedure.
If the concern relates to the administration or management of the Apprenticeship by the University, the Student Complaints Procedure applies.
Concerns relating to an Apprenticeship Training Provider are likely to fall under the remit of that Training Provider including matters related to working practices. The apprentice is expected to raise such concerns directly with the Apprenticeship Training Provider. The apprentice can also inform a relevant member of staff at the University of their intention to raise concerns with their Apprenticeship Training Provider.
The University seeks to address concerns raised by our neighbours and the wider community. The University has compiled a list of key community contacts to direct your concerns to the people most able to help.
If you need any further advice or support, please contact the Community Liaison Manager, who can advise on a number of community related issues and works with local residents and communities across our campus areas.
Anonymous complaints may be submitted via the Student Complaints Procedure.
Anonymous complaints will be used to provide statistical information to inform proactive and preventative work, or to allow the University to monitor concerns across the University’s teaching and service provision. Choosing to complain anonymously means the scope of the complaint is limited and therefore, may not be able to be investigated or responded to by the University.
The Student Complaints Procedure
The Student Complaints Procedure outlines the University’s approach to addressing complaints raised by registered University students or recent graduates of the University in relation to the University’s teaching-related or service-related provision.
Most complaints can be resolved in a timely manner through early resolution. Early resolution encourages students to raise concerns early before escalating it to a Stage 1: Formal Complaint.
Below is an outline summary of the different stages of the Student Complaints Procedures. The full Student Complaints Procedures should be read before submitting a formal complaint.
Early Resolution is aimed at addressing concerns without the requirement of completing and submitting a Stage 1: Formal Complaint Form.
Any student can seek to resolve their concerns through Early Resolution. This can be raised with an appropriate member of University staff such as a Personal Academic Tutor, Course Director, Module Lead, or another member of staff from the area or the service the concern relates to.
Students can also contact The Early Resolution & Case Handling team via casehandling@canterbury.ac.uk should they wish to speak to a member of staff who is independent of the matter being raised or for procedural advice. It is expected that Early Resolution will usually be completed in 10 working days from the date the concern was raised with the relevant team the concern relates to.
Support and guidance
There is a range of support and guidance available to students.
- Student Complaint Procedures - for questions about the Student Complaints Procedure, contact the Early Resolution & Case Handling team by emailing casehandling@canterbury.ac.uk.
- Advice and support - Students at the University’s home campuses can get independent advice and support with their complaints from the Students' Union Advice Centre, throughout the process, by emailing advice@ccsu.co.uk.
- Wellbeing – emotional support is available from the University’s Student Wellbeing team by emailing studentsupport@canterbury.ac.uk. Collaborative partner students should access support at their own institution.
Complaints regarding harassment and sexual misconduct
The University fosters a community that strives to create a supportive and positive environment for all its members. As members of this community, students are expected to treat others with dignity, respect, compassion and courtesy.
Students are expected to act in accordance with the expectations and principles set out in the Expected Behaviours of Students and the Student Prevention of Harassment and Sexual Misconduct Policy.
We are here to support you during your time at Christ Church and encourage all students, staff and visitors to report incidents of bullying, harassment, discrimination, domestic abuse and sexual violence via our online Report + Support tool. By making a confidential report, our Harassment and Sexual Violence Officer, can provide you with the guidance and support you need to make informed decisions and put you in control of what happens next.
Back to
In this section
Forms
Students' Union Advice Centre
Early Resolution & Case Handling Team