Complaints Procedure

The University is committed to providing high-quality teaching and support. We encourage an environment of continuous improvement and listening to students’ feedback. It is recognised that sometimes things go wrong and, if this happens, it is important that matters of dissatisfaction are raised as quickly as possible to support early resolution, and that when matters are raised, they are dealt with fairly.

Complainant’s can raise concerns, or express levels of dissatisfaction without risk of disadvantage or bias. The Students' Union can assist with complaints, associated questions and provide procedural advice at each stage of the Complaints Procedure.

 

 
  • We encourage complainants to try to resolve their complaints informally in the first instance with the relevant department.
  • Formal complaints must be made via the online Complaint Form
  • All accompanying documents/information should be attached with the Complaint Form via the link in the online form.
  • If you wish to send further documents, or have any questions regarding the process, these should be sent to the Student Casework Office at casework@londonmet.ac.uk
  • Full details of the policy and procedure are given below
  • We encourage complainants to try to resolve their complaints informally in the first instance with the relevant department.
  • Formal complaints must be made via the specified online Complaint Form for Alumni and Applicants if you no longer have, or have not yet received your London Met Login credentials. If you do have your credentials, and wish to report a complaint with personal details, please see "How to make a complaint if you're a student (including apprentices) or recent graduate" above.
  • All accompanying documents/information should be attached with the Complaint Form via the link in the online form.
  • If you wish to send further documents, or have any questions regarding the process, these should be sent to the Student Casework Office at casework@londonmet.ac.uk
  • Full details of the policy and procedure are given below

Apprentices can use the same Complaints Policy and Procedure as students, applicants and alumni. 

For Employers of Apprentices, please follow our Complaints Procedure for Apprenticeship Employers should you wish to submit a Complaint to the University. 

To raise a concern about another student's conduct, this is a different process. Please see our Student Conduct pages for more information on how to report concerns related to student behaviour. 

Academic judgment cannot be challenged, unless you are challenging the process by which the judgment was made. This may include judgment about marks awarded, degree classification, research methodology, whether feedback is correct or adequate, or the design of the course content or outcomes. In most cases, this will fall under academic judgment. However if you wish to complaint about an Assessment Board or Engagement Panel decisions for progression, assessments and awards these decisions should be raised by way of the Appeals Policy and Procedure.

 

 

Students can report incidences that they have either personally experienced or have witnessed in regard to the action or omission of the University’s teaching-related or service-related provision. 

Choosing to report anonymously means the scope of the complaint is limited therefore, may not be able to be investigated or responded to by the University. Anonymous complaints can be made via email to casework@londonmet.ac.uk

Anonymous reporting may be used to provide statistical information to inform proactive and preventative work, or to allow for monitoring issues across the University

The University participates in the independent scheme for the review of student complaints operated by the Office of the Independent Adjudicator for Higher Education (the OIA). After you have exhausted the University’s internal procedures, if you remain dissatisfied you can ask the OIA to review the matter. Please note that the OIA does not review complaints concerning admission to the University.

Please be aware that the OIA may not consider cases related to admissions. 

Find out more information on the scheme.

You can access additional guidance and resources (Staff login required).

 

 

 
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