This complaints procedure aims to deal with two distinct types of complaint:
Complaints about the quality of the services or facilities provided by the Students’ Union
Complaints about how you have been treated in your dealings with the Students’ Union
These are very different types of complaint and are therefore dealt with in two distinct ways.
By definition a complaint is a perceived wrong held by an individual or group. Every effort will be made to resolve complaints at the earliest possible opportunity, and in the main this will be on an informal basis. Regular student feedback sessions are held as well as a variety of questionnaires and surveys that help us to use our resources in the best way possible to meet student needs.
We recognise that there may be occasions when these information and feedback mechanisms are not sufficient to deal with the problems that may occur from time to time.
For this reason we have introduced a formal complaints procedure to ensure that your complaints and comments are dealt with in a speedy and professional way. Every complaint is looked at in a positive manner to help monitor and improve our services.
The complaints procedure aims to:
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Be easily accessible
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Resolve complaints informally at local level wherever possible
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Allows for speedy handling, with established time frames for action
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Ensure a full and fair investigation
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Respect complainants desire for confidentially wherever possible
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Provide an effective response and appropriate redress
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Feedback into RUSU systems to ensure that future services are improved
Informal Stage
In the first instance you should raise your complaint with the appropriate departmental manager who will investigate the complaint and respond within 3 working days.
Should the departmental manager already be involved or unavailable in the process then an appropriate alternative departmental manager will be substituted.
If this timescale is not reasonably practicable due, for example to parties being on annual leave or due to shift patterns then a date will be communicated as to when a response could be expected.
If the matter is not settled to your satisfaction the following formal procedure will then be followed.
Formal Stage
If you feel that the informal response received was not satisfactory you should complete a complaints form, this is available on line (www.rusu.co.uk/complaints) or from the main RUSU reception.
You should try and fill in the form within 5 working days from the date of the incident. You should indicate on the form what remedy you are seeking as a result of your complaint.
The completed form should then be handed in to the main RUSU reception marked for the attention of the Deputy Chief Executive* who will acknowledge its receipt in writing and will commence the formal investigation.
* Should the action be against the Deputy Chief Executive, another member of the senior management team will be involved in the formal process at this stage.
You will then receive a reply within 10 working days informing you of the outcome of the investigation.
If this timescale is not reasonably practicable due, for example to parties being on annual leave or due to shift patterns then a date will be communicated as to when a response could be expected.
If your complaint is upheld, the response will let you know what action RUSU intends to take, for example, a formal apology, a statement of how systems will be changed in the future, or if your complaint is against a member of staff that will be dealt with separately, and be thoroughly investigated.
Appeals Process
If you are unhappy with the response to your complaint you have the opportunity to request a meeting the Chief Executive to discuss the outcome of the investigation. You must request the meeting in writing stating the reasons why you wish to appeal within 5 working days of receiving the initial outcome of your complaint.
A meeting will then be arranged as soon as it mutually agreeable.
You will receive a written response from this meeting within 5 working days.
This is the final stage of appeal with Reading University Students’ Union.
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As per the University of Reading Calendar the process applies to any student (or group of students) who:
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Are dissatisfied with his or her dealings with the Union
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Claim to be unfairly disadvantaged by reason of having exercised the right to opt out of membership of the Students’ Union
Shall in the first instance refer the complaint to the Director of Student Services.
If the matter is not then settled to his or her satisfaction he or she may ask that it be referred to an independent person appointed by the Council from a panel previously established for this purpose.
The person appointed shall investigate the complaint and shall report to the Council not later than its next but one regular meeting.
The Council shall decide what remedial action if any shall be taken.
If the person appointed deems the complaint to have been trivial or mischievous he or she may recommend to the Council that the costs of considering the complaint be met in whole or in part by the student concerned.
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