Can I see the Code in action?
The first diagram below below describes the process you need to follow when making a complaint using the code of practice. You can check if your complaint falls within the remit of the code by consulting the code of practice itself or speak to your student representatives.
You can see some real case studies further down this page.
This diagram presents a real life example of how a student used the complaints procedure.
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Case studies
Each year members of the code have to submit details of any complaints that have had to be escalated to the senior management of the institution. Below are a few examples of recent complaints that have been received and the outcomes.
General:
| Complaint |
|
Student X was unhappy with the overall a standard of accommodation offered. Issues included problems with the fridge and freezer, shower and tensions with the cleaning staff. A complaint was then made to the Accommodation Service
|
| Response |
|
The HEE complaint investigation was undertaken by the Accommodation Service.
|
| UUK Resolved |
|
No need for UUK/GuildHE Code involved as the complaint was dealt with fully using the HEE's procedures
|
Maintenance and Repairs:
| Complaint |
|
Student Y’s boiler had broken and felt it had not been dealt with in an acceptable timeframe.
|
| Response |
|
HEE complaint investigation was undertaken. It was found that repairs were delayed due to an administration error and then further by the discovery of asbestos. Compensation was offered but declined. The complaint was escalated within the HEE complaints procedure. Higher offer of compensation was offered and accepted. Repairs were completed
|
| UUK Resolved |
|
No.
|
Anti-social Behaviour and Disciplinary Procedures:
| Complaint |
|
Student Z complained that the students in the adjoining flat were constantly complaining about him to Accommodation Manager and he felt that this was starting to affect his studies. Student Z requested to move out and for a refund of accommodation fees and that a review of the HEE's customer care policy be undertaken.
|
| Response |
|
Complaint was not dealt with satisfactorily
|
| UUK Resolved |
|
|
