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Please note; we are currently reviewing our complaints process over Summer 2024 in time for new year. For now, please continue to use the complaints process as seen below

 

 

There may be times during your time as a member of the students' union when you wish to make a complaint.

If something has gone wrong or you aren't happy with the union or its services then you're entitled to make a complaint. We'd always ask that you let us know informally first to see if there is anything we can do to resolve or remedy the problem. 

Below you will find the information about how to raise a complaint and in which circumstances we'll use which process.

• Student on student complaints (where it comes under SU jurisdiction),
• Complaints against Executive or Part Time Officers
• Complaints against the Students’ Union services or charitable/representative work
• Complaints against our staff
• Complaints in regards to Freedom or Speech or Expression

 

Details of the process and decision matrix for this type of complaint can be found HERE. Please email su-complaints@le.ac.uk to lodge your complaint.
 

Please email su-complaints@le.ac.uk with any concerns regarding the services the SU provides, the Activiites Officer will alongside the relevant Staff member ensure that complaints are resolved as outline under Ordiance XXII.
 

Complaints about members of SU staff are to be made to the Chief Executive Officer, who will allocate an appropropriate investigating officer within the Union staff team, as per the Union's staff handbook. Please email su-complaints@le.ac.uk
 

The Complaints Committee shall deal with complaints against Part Time and Executive Officers, complaints submitted against other volunteer elected positions shall be invesitgated in-line with the Union Complaint Matrix, to Please email su-complaints@le.ac.uk with any concerns.
 

Complaints about members of SU staff are to be made to the Chief Executive Officer, who will allocate an appropropriate investigating officer within the Union staff team Please email su-complaints@le.ac.uk

Complaints in regard to Freedom of Speech will be subject to a rapid triage, This should reject vexatious, frivolous or obviously unmeritorious complaints relating to speech as per OfS guidance. 

"The Office for Students (OfS) operates a free speech complaints scheme. Under that scheme, the OfS can review complaints about free speech from members, students, staff, applicants for academic posts and (actual or invited) visiting speakers. Information about the complaints that the OfS can review is available on its website."

At the time of publication the OfS complaints scheme was not live. Students should refer to https://www.officeforstudents.org.uk/
 

Complainants not satisfied, having utilised in full the procedures internal to the Union, have a right to refer the matter to the Registrar and Chief Operating Officer of the University for consideration under the University’s Complaints Procedure.