Admissions Complaints Policy

1.1 The University of Derby (UoD) is a well-established and reputable Higher Education (HE) institution located within the Midlands region in the city of Derby in England, United Kingdom (UK). There are two main campuses: Derby Campus and Chesterfield Campus. 

1.2 As an institution we have a diverse offering available to prospective students from traditional on-site course delivery to online courses delivered through the University of Derby Online (UDOL).   

1.3 Our portfolio includes Undergraduate (UG), Postgraduate Taught (PGT), Postgraduate Research degrees (PGR), Further Education (FE), Professional qualifications and Apprenticeships. This provision is predominantly delivered directly by the University, although we also operate within a network of partnerships in the UK and overseas, including franchise and progression agreements. 

1.4 Whilst this policy looks to cover all schemes and business units operating under the name of UoD including our FE provision under Buxton & Leek College (BLC), it is anticipated that applicants for our partnership and FE provision will try to address any complaints directly with the partner or BLC in the first instance.   

1.5 Where a complaint is not resolved in a satisfactory manner directly with the partner or BLC, the applicant may use this policy to raise their complaint directly with the University.  Evidence to demonstrate that a direct attempt has been made to resolve the complaint with the partner should be submitted alongside the complaint to the University. 

1.6 As an admissions department the experience of our applicants is incredibly important to us. We strive to deliver an applicant experience in line with our Admissions policy and the wider values of the University. 

1.7 We recognise that from time to time that we may not meet the standard applicants expect. As such applicants may need and are indeed welcomed to inform us of their experience so that we may address any potential shortcomings and improve our service for future applicants. 

1.8 This policy only applies to applicants prior to enrolment. This policy does not apply to registered students (students who have successfully completed enrolment). Registered Students should use the Student Complaints procedure to raise concerns. 

2.1 Admissions shall ensure that all complaints are dealt with promptly, fairly and consistently. Applicants can be assured that this shall be done in line with our Admissions policy (see above), this Admissions complaints policy and any other wider University policy deemed fitting by the Head of Admissions or their delegates in respect of the concern raised. 

2.2 Applicants undertaking admission through our Partnership programmes with other educational institutions in the UK and globally, should in the first instance look to resolve complaint matters with the partner organisation. Partnership applicants are however able to submit a complaint directly to the University admissions office in line with this complaints process. 

3.1 Any person who has made an application to the University of Derby and wishes to raise a complaint about the admissions process should do so in writing by submitting an email to: admissionscomplaints@derby.ac.uk 

3.2 The written complaint should clearly set out the nature of the concern including the reasons for escalation and dissatisfaction. It should include a timeline of events, the desired outcome of the complaint and any evidence as appropriate should be attached to the initial email. 

3.3 All complaints must be raised directly by the person whose application the complaint relates to. Complaints submitted by a third party or representative will not normally be formally investigated. Third party complaints will only be considered in the most exceptional of circumstances at the discretion of the Head of Admissions (for potential examples see paragraph 6.7).  

3.4 We welcome the opportunity to address concerns at the earliest opportunity and complaints should be sent as close as reasonably possible to the event causing dissatisfaction. Due to the nature of the Admissions cycle complaints submitted beyond key deadlines are likely to impact on the resolution even if the complaint is upheld. Complaints should always be raised within 3 calendar months of an issue occurring. Complaints submitted outside of this timeframe will only be considered in exceptional circumstances where evidence is provided to mitigate the delay. 

4.1 All complaints submitted in person as above shall be acknowledged within three working days.  

4.2 An Admissions Officer or their delegate or person deemed fit by the Head of Admissions, will investigate the complaint and a written reply shall be sent to the complainant within 10 working days. 

4.3 Should any further clarity from the complainant be required, such requests will be made by return email to the address the original complaint came from (unless at any point this is updated to us in writing by the complainant). 

4.4 Occasionally a complaint may warrant deeper investigation and the above time frames may not be possible. Likewise, at peak points in the Admissions cycle, there may be a delay to the above timeframes. In such instances, a complainant will be kept informed by email of the anticipated timeframe of any resolution/further response. 

4.5 If a complaint is submitted or investigated and it is deemed at any point that it would more appropriately be dealt with through other University procedures (for example where an applicant is also a student, and the complaint would be better placed within the University Student Complaints Procedure) then the Admissions department will pass it on to be considered by the relevant part of the University. The University will write to the person who makes the complaint and any other parties involved if this needs to be done. 

4.6 A full and final written response shall be sent to the applicant upon conclusion of the investigation, detailing whether the complaint is upheld, partially upheld, or rejected and a full explanation along with any suggested remedy shall be included in this final response. 

5.1 Complaints shall be handled under procedural guidelines whereby Admissions shall: 

5.2 Support applicants with a straightforward, appropriate and effective process that responds to their complaint. 

5.3 Take complaints seriously and deal with them in a way that is appropriate to the issue being complained about. 

5.4 Guarantee that complaints are dealt with based on evidence and proper investigation. 

5.5 Ensure that every issue raised in a complaint receives an appropriate explanation. 

5.6 Ensure that all people involved directly in a complaint have the opportunity for a fair hearing and understand each step of the process and or what may have gone wrong. 

5.7 Operate in a respectful and sensitive way, value people’s point of view and have due respect for confidentiality. 

5.8 Provide appropriate remedies when a complaint is upheld.  

5.9 Ensure that lessons are learned from complaints that help the department to improve in respect of the quality of work delivered to applicants.

6.1 In order for the University to deal with a complaint properly and in a timely manner, we ask that applicants engage with the complaints process by undertaking the following responsibilities: 

6.2 Raise concerns at the earliest opportunity. 

6.3 When submitting a complaint provide full detail in a concise manner and provide documentary support for points made. 

6.4 Make considered and reasonable suggestions for remedy should the complaint be upheld and include this in the complaint submission.  

6.5 Respond in a timely manner to our communications throughout the process, observing appropriate standards of conduct towards our team, at all times engaging with the investigator so that we may reach as swift as possible resolution.  

6.6 Be aware of sensitivities where issues involve other students or staff.  

6.7 Raise a complaint only where a genuine issue has arisen, since repeated unfounded complaints may cause distress. 

7.1 Whenever possible a complaint will be dealt with swiftly and informally.  

7.2 The approach will aim to avoid confrontation and blame, but it will nonetheless be rigorous and impartial.  

7.3 When a complaint requires speedy investigation or the complaint needs to be handled confidentially, an opportunity will be made available to do so.  

7.4 People involved in operating the complaints procedure will make known anything that would prevent them from acting impartially and step aside if that is agreed to be the right course of action.  

7.5 Complaints need to be decided in accordance with academic standards, the University’s legal duties and our published policies and procedures. However, if a complaint highlights an inconsistency between University practices, policies and procedures and our obligations to an applicant, then exceptionally it may be appropriate not to apply that policy of procedure in the case of that complaint.  

7.6 The department will, where reasonably possible, make appropriate adjustments in the context of individual circumstances where those circumstances are evidenced, for example, in relation to a disability or third-party carer arrangement.  

7.7 The department will need to keep records of complaints and their investigation and will monitor the information relating to complaints to allow us to improve our services. Complaints will be logged and monitored by the Admissions Team within The Registry. The process will be overseen by the Head of Admissions. 

7.8 Sometimes staff or the University will wish to give an apology in recognition of disappointment or hurt feelings, but that will not in itself constitute an acceptance of legal or moral responsibility. 

8.1 An Admissions complaint arises when it is felt that an aspect of a University Admissions application is considered to have been handed in a way that is unsatisfactory and should be investigated. 

8.2 The Admissions Complaints Procedure is not intended to overturn decisions made within the remit of the Admissions policy, wider University policies or where decisions are made at University level to withdraw courses from the University portfolio or to compensate for situations beyond our control. 

8.3 Complaints relating to the misconduct of a member of staff or student may be submitted initially as a complaint but may later be referred to the appropriate Grievance or Disciplinary Procedure. 

8.4 The Admissions department will be responsible for ensuring that the Admissions Complaints Procedure operates without fear of recrimination or retribution against the complainant. 

8.5 CAS refund complaints will not be dealt with via the Admissions complaints policy. Instead, the appeal route in the refund policy should be used. 

9.1 The Admissions department is committed to providing the highest standards of service and maintaining good relationships between applicants, students and staff. 

9.2 Remedies available in response to complaints, therefore, reflect our desire for customer satisfaction and to maintain quality.  

9.3 An offer of a remedy should not be taken as an admission of legal responsibility, nor should a particular remedy or offer of a remedy be regarded as a legal entitlement.  

9.4 Often remedies in response to complaints, such as apologies, will be wholly, or partially, gestures of goodwill and may be given with or without conditions.  

9.5 When deciding what outcome is best to resolve a complaint, the Admissions department aims to provide the response it feels is most appropriate to help a person benefit from a quality service from the University;  

9.6 When the person complaining can no longer benefit from the University’s services, or where a complaint alleges an impact beyond the scope of the University’s services, the Head of Admissions or member of senior management may wish to consider alternative courses of action to resolve the complaint, which may include remedies not listed below. Such remedies will need senior approval and may include the granting of some or all of the following:  

9.7 Reconsideration of a decision within University policies and procedures, as if that decision was being made for the first time.  

9.8 Remission to an appropriate body with the power to authorise the application of an exception to the University’s policies and procedures.  

9.9 Review of a University policy or procedure, with or without suspension of its operation in particular or general cases.  

9.10 Suspension or cancellation of a fine, penalty or limitation of service. 

9.11 Proportionate reimbursement of money paid, or a waiver of money owed.  

9.12 In all cases, the applicant is entitled to an explanation. 

9.13 In any case an apology may be offered.  

9.14 It is to be noted by the applicant in respect of the above points that as mentioned in 3.4, due to the nature of the Admissions cycle, complaints submitted beyond key deadlines are likely to impact on the remedy even if the complaint is upheld.