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myLSBU Salesforce Connect

Who Does What?: Complaints

Team Info

How do you raise a case with us? via Salesforce - Student Complaints queue
Enquiry Hours Mon - Fri 0900 - 1700
Urgent escalation of case/s Thomas Allen
Knowledge Champion (FAQs) Thomas Allen
Website of info


Student complaints procedure itself

Appointments offered? Yes only at stage 1 of the student complaints procedure via the Conciliation service



Topics Examples
Student Complaints How can I make a complaint?
  What are the stages of the complaints procedure?
  Who can make a complaint via the student complaints procedure?
  Can I submit a group student complaint?
  What do I do if I have exhausted the complaints procedure?
  Can someone submit my complaint on my behalf?
  What evidence can I provide with my complaint?
  Are there time limits for making complaints?


Topics Where should it be referred (if known)
Complaints from applicants Admissions via the applicant complaints and appeals of admission decision procedure
Complaints from general public Relevant department or team the issue relates to
Students requesting fee concessions where no complaint involved (eg financial difficulty) Student Life Centre initially for financial advice
Concern about a decision made by an academic body regarding progression, academic assessment, awards Academic Appeals Team (
Disatisfaction about an outcome received under the Academic Misconduct Procedure Academic Misconduct Team (
Complaints about LSBU Students Student Disciplinary Team (
Complaints about Student Union Students Union (
Disatisfaction about an outcome received under the Student Disciplinary Team Student Disciplinary Team (
Disatisfaction about an outcome received under the Fitness to Practice Procedure Fitness to Practice Team (
Disatisfaction about an outcome received under the Fitness to Study Procedure Student wellbeing (
Confidential whistleblowing issues Follow LSBU Speak Up Policy
Employment matters (eg a student who is also a member of staff) Human Resources
Employer complaints Apprenticeship Team (