Answered By: Hayley Hughes
Last Updated: Sep 07, 2015     Views: 533

The University of Roehampton, London Online and Laureate Online Education endeavour to provide quality in all of their activities. However, there may be times when students feel that they have not received the high quality of education or level of service which might be expected. In those circumstances, a student is entitled to complain, and to make known his or her concerns without fear of reprisal or victimisation. A student can expect the University and Laureate to deal with a complaint seriously, fairly, within a reasonable timescale and, where appropriate, in confidence.

The University of Roehampton London, Online and Laureate Online Education define a complaint as:

“An expression of dissatisfaction either about the programmes, courses, facilities or services provided by the University/Laureate or about actions or lack of actions by the University/Laureate or its staff.”

This procedure does not cover the following matters for which separate procedures exist:

  • Appeals against Academic Misconduct decisions (click here for more information)
  • Appeals against academic assessment (click here for more information)
  • Appeals against decisions of the Academic Progress Committee (click here for more information) 
  • Appeals against decisions of the Mitigating Circumstances Committee (click here for more information)

Please note that a complaint which seeks to dispute the academic judgment of a faculty member will not be allowed under any circumstances.

If a student is uncertain if their concern should be addressed as a complaint or appeal, they should seek advice from Student Support before beginning the process.

For more information about how to submit a complaint, please click here to see our Procedures for Student Complaints. 

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