At Kingston University we aim to provide you with the best experience possible by creating excellent and supportive learning environments and high standards of service delivery. While we don't expect things to go wrong, we accept that sometimes things do. In order for us to put things right, we need you to let us know as soon as you can when you experience an issue.
On this page you will find information about the type of issues you can raise under the Student Complaints Procedure and details of how to submit a complaint. The full process is also outlined in the PDF below.
Yes, you can make a complaint within 15 days of the event which has given rise to the issue or, if a series of events, within 15 days of the final event in the series. Complaints will only be considered outside this timeframe in exceptional circumstances.
If a complaint is submitted outside of this timeframe, and the University determines that there are no compelling exceptional circumstances to explain this, you will be issued with a Completion of Procedures letter which will allow you to take your complaint to the Office of the Independent Adjudicator (OIA).
The University's Student Complaints Procedure consists of three stages.
You should start at Stage 1 by raising an Early resolution complaint with your Personal Tutor, Module Leader, a member of your course team, your Student Course Representative or a member of professional staff.
Contact your Personal Tutor or the Union of Kingston Students if you find any aspect of this procedure difficult to read or understand.
If you are unsure about whether or not the Student Complaints Procedure is the correct Procedure for your situation, or if you just want to speak to someone about your concerns, we recommend that you speak to your Personal Tutor, the Union of Kingston Students or to one of our Student Achievement Officers.
You can also visit My Kingston for more information on a range of types of issues or concerns that you might have and the best ways to deal with these.