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Commendations, Complaints and Appeals

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Commendations

The University would like to share good practice in order to enhance continually the student experience. If you would like to commend the work of the University or any of its staff, there are a number of ways of doing this:

  • Raise the matter through your Course Representative to be recorded at Staff Student Liaison Committee
  • Write to your lecturer, Head of Department, Dean or other member of staff
  • Write to the Students’ Union
  • Write to the Dean of Students

Complaints

If you are unhappy with the service provided by the University, there are different procedures if you wish to complain depending upon whether you are a registered student, an applicant or a member of the public.  Registered students should follow the process below (if you are unhappy with your results, you should use the Academic Appeals in the next section). If you have applied to the University but were turned down or have concerns about the way your application has been handled, you should follow the Applicant and Appeals Complaints Procedure. Members of the public should write to caseworker@hope.ac.uk

The University takes complaints seriously and will take steps to improve the service where it has fallen below an acceptable standard. It is best to deal with poor service as early as possible and so, if you are dissatisfied with something, please speak directly to the service provider concerned.

If you are still not happy you can use the formal Student Complaints Procedure

Student Complaints Procedure Flowchart

The Complaints Procedure can be used in relation to teaching, academic support, administration or any other service provided by the University.

Please ensure you have read and understand the complaints procedure before you submit your form, you can find a direct link to the University's full procedure on the form below:- 

Stage 2 complaints form 

Please ensure you have read and understand the complaints procedure before you submit your form, you can find a direct link to the University's full procedure on the form below:-

Stage 3 complaints form

Academic Appeals

If you wish to appeal against a decision of a Degree or Progression Board, there are separate procedures to follow. These are outlined in the following guidance on Academic Appeals:

Academic Appeals Policy

If, having consulted this guide, you think you have grounds for appealing against an academic decision please contact your Faculty or Departmental Office to seek advice from a Senior Academic Adviser. If the Adviser cannot resolve the matter informally, and you wish to proceed with an appeal, you will need to email a completed Academic Appeals Form to appeals@hope.ac.uk no later than the earlier of (a) 10 working days after the publication of the Board’s decision or (b) 5 working days before the conferment of the award.

Forms are also available for collection at the Gateway Building reception desk and must be submitted electronically with supportive evidence to appeals@hope.ac.uk.

Once you have submitted an ‘intention of appeal form’ along with supportive evidence to appeals@hope.ac.uk, your appeal case may go through a two stage process (please also refer to the Academic Appeals Procedure).

1) Referred to the Faculty Senior Academic Advisor Appeal Panel,

2) If the Panel establishes a 'Prima Facie case' then your case is referred to a formal 'Academic Appeal Committee' hearing.

You should also take advice from the Students’ Union. Contact details are below:

Students' Union Advice Centre
AJB 057, Hope Park, Taggart Avenue, Liverpool, L16 9JD

Main Contacts:

President - pres@hope.ac.uk

Vice President Education - vpresed@hope.ac.uk

Vice President Welfare and Community - vpreswelfare@hope.ac.uk

Non-Academic Appeals

If you wish to appeal against a decision of

  • the Proctor
  • a Student Disciplinary Panel
  • a Fitness to Practise Panel, or
  • a Fitness to Study Panel

you must read the University’s full procedure for the relevant policy. If, once you have read the policy, you feel you have grounds for appealing against the decision, you should submit your appeal within the timeframe stipulated in the relevant policy using the

Non-Academic Appeals Form

You should also take advice from the Students’ Union, though failure to do so within the timeframe cannot be used as a reason to extend the deadline for submission of your appeal and evidence. Contact details are below.

Students' Union Main Contacts

Lecture Theatre Complex, Hope Park, Taggart Avenue, Liverpool, L16 9JD

Students' Union Advice Service:

Advice & Student Voice Coordinator - suadvice@hope.ac.uk  0151 291 3708
 
Sabbatical Officers:

President - pres@hope.ac.uk  0151 291 3706

Vice President (Education) - vpresed@hope.ac.uk  0151 291 3651

Vice President (Welfare & Community) - vpreswelfare@hope.ac.uk  0151 291 3663