Context
A complaint is defined as a statement of dissatisfaction brought by an individual or group. Every effort will be made to resolve complaints at the earliest possible opportunity, and in the main this will be on an informal basis.
Regular student feedback sessions are held as well as a variety of questionnaires and surveys that help us to use our resources in the best way possible to meet student needs.
We recognise that there may be occasions when these information and feedback mechanisms are not sufficient to deal with the complaint. For this reason we have introduced a formal complaints procedure to ensure that your complaints are dealt with in a timely and professional way.
The complaints procedure aims to:
- Be easily accessible
- Resolve complaints at the right level
- Allow for timely handling, with established time frames for action
- Ensure a full and fair investigation
- Respect complainants desire for confidentially wherever possible
- Provide an appropriate response
- Feedback into RUSU procedures to ensure that future services are improved.
This complaints procedure aims to deal with two distinct types of complaint:
Complaints about the quality of the services or facilities provided by RUSU
Complaints about how you have been dealt with by RUSU
These are very different types of complaint and are therefore dealt with in two distinct ways.
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Complaints about the quality of the services or facilities provided by RUSU
Informal Stage
In the first instance you should raise your complaint either by speaking to a RUSU staff member at the time or by sending details to enquiries@rusu.co.uk and the appropriate staff member will investigate the complaint and respond within 5 days.
If this timescale is not reasonably practicable due, for example to parties being on annual leave or due to shift patterns then a date will be communicated as to when a response could be expected.
If the outcome of the informal stage does not conclude your complaint then the following formal procedure may be followed.
Formal Stage
At this stage you should complete a complaints form which is also available from RUSU reception.
You should try and fill in the form within 5 days from the date of the incident. You should indicate on the form what action you are seeking as a result of your complaint.
The completed form should then be emailed to enquiries@rusu.co.uk or handed in to RUSU reception marked for the attention of the Deputy Chief Executive* who will acknowledge its receipt. You will be contacted to establish the nature of your complaint and the action that you would like to see as a result of it. During this meeting a timescale to resolve the complaint will be agreed ideally this will be no more than 14 days from the start of the investigation. If this timescale is not reasonably practicable due, for example to parties being on annual leave or due to shift patterns then a date will be communicated as to when a response could be expected.
If your complaint is upheld you will be advised in writing what action RUSU intends to take, for example, a formal apology, a statement of how processes will be changed in the future or if the matter has been transferred to a disciplinary process.
Appeals Process
If you feel that your complaint has not been resolved you have the right to request a meeting with the Chief Executive to discuss the outcome of the investigation. You must request the meeting in writing stating the reasons why you wish to appeal within 5 days of receiving the initial outcome of your complaint.
A meeting will then be arranged and you will receive a written response from this meeting within 7 days.
This is the final stage of appeal with Reading University Students’ Union.
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Complaints about how you have been dealt with by RUSU
As per the University of Reading Calendar the process applies to any student (or group of students) who:
- Are dissatisfied with his or her dealings with RUSU; or
- Claim to be unfairly disadvantaged by reason of having exercised the right to opt out of membership of RUSU
If you are a student and feel your complaint has not been fully resolved you may refer the matter to the University at Stage 2 of the University Complaints Procedure.
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