Complaint Handling

The Complaint Handling Procedure covers a wide range of complaints submitted by students or other people associated with the Department of Environmental Sciences, regarding educational, administrative or other types of services provided.

The procedure involves the following stages:

• Anyone wishing to raise a complaint should complete the Complaint Form describing clearly and objectively the problem they are facing regarding an educational, administrative or any other issue, which is the Department’s responsibility.
• The Complaint Form should be submitted electronically or in person at the Department Secretariat, obtaining a reference number (the Secretariat is required to acknowledge receiving the form within 48 hours, when it is submitted electronically).
• The complaint is immediately forwarded to the Department Chair, who informs the Student Adviser (if it is a student matter) or takes charge of the matter, contacting the relevant administrative service (if it is a person associated with the Department).
• Within a reasonable timescale of one week, the applicant is informed electronically about the progress of the complaint by the Department Clair themself.
• If, nevertheless, the matter is quite complex and requires further time to resolve, the Student Affairs Committee is convened, if it is a student matter, or in any other case the Dean of Faculty is informed for a further investigation.