Student Complaints

If you are unhappy about a university service or experience, explore information about the type of issues you can raise under the Student Complaints Procedure and details of how to submit a complaint

We aim to provide a high-quality experience for all our students, but we recognise that sometimes things do not go as expected. Your feedback helps us resolve issues and improve our services.

This page explains how to raise a concern and which process to follow, depending on your situation. Please review the guidance below however, please note that it does not replace the Student Complaints Procedure, which we also recommend you read.


If you are studying for an award at a partner institution, you should initially follow your college’s complaints procedure.

What are the stages of the complaints process?

There are three stages in the University Complaints Process. All complaints must first be raised at Stage 0 before progressing to a Stage 1 Formal Complaint.

Stage 0 - Informal Resolution

The University aims to resolve complaints at the earliest opportunity through local consideration within the relevant department or team. Students are encouraged to raise concerns as soon as possible with the appropriate member of staff so that the issue can be addressed promptly. Where necessary, the matter may be referred to other staff to ensure an appropriate response. If you are dissatisfied with the outcome at this stage, you may submit a Stage 1 Formal Complaint.

Stage 1 - Formal Consideration

Stage 1 Student Complaint, applies where a complaint has not been successfully resolved at Stage 0, or where the issue is complex and requires detailed investigation. You must submit a formal complaint via the Digital Student Centre, including evidence of your attempts to resolve the matter at Stage 0 (local consideration). The University will investigate the concerns raised, consider the available evidence, and provide a written outcome setting out the decision and any actions taken. A response or update is normally provided within 28 calendar days.

Stage 2 - Review including Review Panel

Stage 2 is the review stage and and applies where a student is dissatisfied with their Stage 1 outcome. A request for review must be submitted within 14 days of the Stage 1 outcome letter being issued, and should outline the grounds for review. The review request should be submitted via the Digital Student Centre.

The Review does not re‑investigate the complaint but will assess whether the Stage 1 process and outcome were appropriate. The University will either confirm the outcome and issue a Completion of Procedures letter, or refer the case for further consideration, which may include a Review Panel.

Full details of all stages can be found in the Student Complaints Procedure.

Who can make a complaint?

  • All registered students of the University of Greenwich can make a complaint.
  • Students on an approved leave of absence (for instance, interruption of studies).
  • Former students, provided that your complaint is submitted within three months of completing or formally leaving your studies.

We cannot accept complaints from applicants who have not yet fully registered, these complaint can be address through the Admissions Team.

If you are a postgraduate research student and have concerns about your role as an employee, you should direct these to the University’s People Directorate Department.

If you are studying for an award at a partner institution, you should initially follow your college’s complaints procedure.

What you can make a complaint about?

You can make a complaint about any academic or non-academic service provided by the University, such as:

  • Misleading or incorrect information provided by us.
  • Aspects of your learning and teaching experience including PGR supervision.
  • Facilities, learning resources or other services provided by us.
  • Other organisations or contactors providing a service on our behalf.
  • Issues with University managed accommodation.
  • Complaints about behaviour by members of staff that come under the remit of the Student Harassment and Sexual Misconduct Policy.

What you can't complaint about?

Some issues are handled through other university procedures, so you cannot complain about:

  • Your results: This will correlate to the Academic Appeals Procedure (Taught)  or Academic Appeals Procedure (Research) to request a review.
  • Other students’ behaviour: Contact your faculty or, for incidents in University-managed halls, reach out to Accommodation Services.
  • The Greenwich Students’ Union: Refer to their own Policy and Procedures.
  • Admissions decisions: Follow the Admissions Policy and Procedure.
  • Previously considered issues: If an issue has already been addressed through academic appeals, fitness to practise, or disciplinary procedures, you can only complain about the handling of these processes.
  • Ongoing police investigations: Issues currently under police consideration cannot be complained about.
  • Previously Considered Issues: You cannot make a Stage 1 complaint about an issue(s) that has already been considered under at either Stage 1 or  Stage 2 of the Student Complaints Procedure.

When should I make my complaint and how do I do it?

You should raise your concerns as soon as possible and no later than 3 months after the issue or incident you are complaining about.

All complaints must first be raised at Stage 0 – Local Consideration. This means discussing your concerns with an appropriate member of staff in the area where the issue arose, so it can be addressed as early as possible.

If your concern is not resolved at Stage 0, you can submit a Stage 1 Formal Complaint via the Digital Student Centre. You will need to provide evidence of your attempts to resolve the matter at Stage 0.

If you do not have access to the Digital Student Centre, you should contact our team by email to request a complaint form.

Full guidance and further details can be found in the Student Complaints Procedure.

How will you resolve my complaint?

Complaint outcomes may include an apology, alterations to a process or to a service that we provide and, exceptionally, compensation for loss or damage suffered. We aim to ensure that proposed outcomes are reasonable and appropriate to the nature and circumstances of the complaint. Financial compensation is usually only considered when a practical outcome is not available or is inappropriate or insufficient.

Help and advice

Free independent advice and advocacy is available from the Greenwich Students’ Union at any stage of your complaint: please visit their website or reach out via the online contact form.

Faculty Student Advisors may also be able to support you in your complaint submission:

Faith communities appoint our University Chaplains to work at the University to care for students and staff of all religions and beliefs, and also for those who do not have a faith background. You can contact the chaplains by dropping in to one of their regular events, or by emailing them.

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