Recent searches
You do not have any recent searches.
Suggested searches
6k Cost of Living Allowance Support for university students Term dates
Quick access
About us International Open to the public

Student complaints

How to raise a concern, make a formal complaint and access support throughout the process

Raising a complaint

This procedure is available to all University College Birmingham students, including Higher Education, Further Education, Sixth Form and Apprenticeship students.

We are committed to providing high-quality services and a positive student experience. If you are dissatisfied with any aspect of your experience at UCB, we encourage you to raise your concerns as soon as possible with the relevant member of staff, as many issues can be resolved quickly and informally.

Where concerns cannot be resolved informally, students have the right to submit a formal complaint. The information below explains how to make a complaint, the stages of the process, and the support available throughout.

Student Complaints Procedure

The Student Complaints Procedure sets out how complaints are considered, the timescales involved, and the options available if you remain dissatisfied with the outcome.

Read document

Need advice?

Contact the Student Complaints Team for guidance before submitting a complaint.

Email the team

Stages of the complaints process

Stage 1: Early resolution

In most cases, concerns should first be raised informally with an appropriate member of staff. This gives us the opportunity to understand the issue and resolve it as quickly as possible.

Students should normally contact:

  • Their Senior Lecturer or Head of Department (College, Higher Education and Apprenticeship students)

  • Their Tutor or Head of Year (Sixth Form students)

Many concerns can be resolved at this stage without the need for a formal complaint.

Stage 2: Formal complaint

If your concern has not been resolved through Stage 1, you can submit a formal complaint using the Student Complaint Form.

Complete the form

Stage 3: Review of outcome

If you remain dissatisfied with the Stage 2 outcome, you may request a review within 10 working days.

Independent external review

Once you have completed UCB's internal complaints process, you may be able to refer your complaint to the Office of the Independent Adjudicator (OIA) or your awarding body, where applicable.

What is not covered by the student complaints procedure?

Assessment appeals

If you wish to challenge an assessment outcome or Examination Board decision, please refer to the Assessment Appeals Policy.

Admissions decisions

Complaints relating to admissions decisions or fee matters should be raised under the Admissions Policy.

Support during the process

You may be accompanied by a member of the UCB student community during any formal stage of the complaints process. This could include:

For personal and wellbeing support, students may also wish to access:

If you have any questions about the Student Complaints Procedure, would like guidance on completing the complaint form, or would like to discuss your concerns before submitting a complaint, please contact studentcomplaints@ucb.ac.uk.

Discover more

Policies and regulations at University College Birmingham

Policies and regulations

Information regarding how University College Birmingham is governed, including documents on the University's strategy and management.

Read more

Financial support

While studying, it is important to manage your finances and access any help to which you are entitled. Our staff are here to give you the support and advice you need.

Read more

Financial support

To ensure everyone has every opportunity to succeed in their education, we provide a whole range of financial support for our college and sixth form students, from bursaries…

Read more

Guild of Students

Run by students, for students. As soon as you enrol at University College Birmingham, whatever level you are studying at, you automatically become a member of the Guild.

Read more
Back to top