| How do you raise a case with us? | via Salesforce - Student Complaints queue |
| student.complaints @lsbu.ac.uk |
|
| Enquiry Hours | Mon - Fri 0900 - 1700 |
| Urgent escalation of case/s | Nicola Mitchell |
| Knowledge Champion (FAQs) | Nicola Mitchell |
| Website of info | |
| 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 (appeals@lsbu.ac.uk) |
| Disatisfaction about an outcome received under the Academic Misconduct Procedure | Academic Misconduct Team (amregs@lsbu.ac.uk) |
| Complaints about LSBU Students | Student Disciplinary Team (studisc@lsbu.ac.uk) |
| Complaints about Student Union | Students Union (hello@southbank.su) |
| Disatisfaction about an outcome received under the Student Disciplinary Team | Student Disciplinary Team (studisc@lsbu.ac.uk) |
| Disatisfaction about an outcome received under the Fitness to Practice Procedure | Fitness to Practice Team (hscftp@lsbu.ac.uk) |
| Disatisfaction about an outcome received under the Fitness to Study Procedure | Student wellbeing (studentwellbeing@lsbu.ac.uk) |
| 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 (employercomplaints@lsbu.ac.uk) |