Definition

For the purposes of this policy, a complaint is a concern raised by one or more of our enrolled students about teaching or service-related matters.

Student Concern Forms

 • SHU Students: Student Concerns Form
• External Parties: Student Concerns Form (external)

Who can complain?

Anyone currently enrolled on a course delivered by the University may submit a complaint.

If you are studying for a Sheffield Hallam award at one of our collaborative partners, you must raise any concerns with this partner in the first instance.

Concerns raised by former students will be considered if they relate to issues that arose when they were still students at the University and if the case is initiated within 3 months of the termination, withdrawal from, or expiry of their enrolment contract with the University. We consider an enrolment contract to have expired upon the completion of a course, i.e. the date on which final results are issued. Whether and how any matters raised beyond this point are considered remains entirely at the university’s discretion.

Group Complaints

Students may complain as a group where the concerns raised affect more than one student. We will normally ask the group to identify a lead representative to communicate with about the complaint. People named in the complaint will be asked to confirm they wish to participate in the group complaint.

Eligibility

We will consider a complaint if it has been raised within the academic year in which the concerns occurred. Complaints raised outside the academic year in which they occurred will not be considered unless you can demonstrate there are valid reasons why you could not have raised them sooner.

Complaints which repeat concerns that we have already responded to, or are considered to be vexatious or malicious, will not be considered.

Representation

We expect students to submit complaints themselves. Only in exceptional circumstances can a third party submit a complaint form on your behalf. You must request permission in writing via appealsandcomplaints@shu.ac.uk with evidence stating reasons why you are unable to raise issues yourself.

Our internal processes do not seek to imitate the legal justice system. As such, it is our position that professional legal representation is not necessary for either party at any point of the complaints procedure. If you believe your case is of such complexity that you require the person representing you to be a member of the legal profession, you must request permission in writing via appealsandcomplaints@shu.ac.uk stating reasons.

The Head of Student Policy, Casework and Compliance, or nominee, will decide on all requests.

Consideration

Decisions on complaints will be made by senior members of the University. No-one involved in decision-making will have had prior involvement in the issues raised in the complaint.

We aim to complete consideration of a complaint and any associated review within 60 working days providing you meet any deadlines we set for submitting information and evidence. We will however be mindful of any factors that require more urgent consideration, for example where the matters raised affect progression to the next level of study.

We will update you on the progress of your complaint, including where it is necessary to extend the deadline for response.

Outcomes

We will issue complaint outcomes in writing, setting out the findings on the core aspects of the complaint and any remedial action to be taken.

Outcomes will include information about the next steps you can take if you remain dissatisfied with the response to your complaint.