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Online Undergraduate Handbook

Complaints

Student complaints

If you have a complaint it should be made as soon as possible, and in any case within eight weeks, of the events or actions (or lack of actions) which have prompted the complaint. The University will not normally consider complaints made after this period, unless there is good reason for the delay.

Raising a complaint within the School

The University’s Regulation XVIII comprises a number of stages, both informal and formal. Students who have a complaint to make should first raise it with Alliance MBS (informal stage) at the earliest opportunity as matters that are dealt with informally at an early stage have the best chance of being resolved effectively. Only when the informal procedures have been completed and the complainant remains dissatisfied should the formal stage be instituted. ( In respect of particularly serious complaints, the formal process may be invoked straight away.)

First Stage: Informal, at School Level

Students seeking to raise issues which relate to the quality of the educational experience should in the first instance approach the Course Co-ordinator concerned (verbally or by email). It should be pointed out that anonymous complaints will not be accepted, however it is recognised that some students may feel uncomfortable discussing concerns with a course coordinator and so they may refer the issue to their student representative to pursue further. A list of student representatives can be found via the Online Undergraduate Handbook on the following link - Student Representatives.

If there is a failure to achieve satisfaction at this level, then you should approach your Academic Advisor who is responsible for advising and assisting students. Your Academic Advisor will provide guidance on how the matter is to be dealt with. It is also recognised that on occasion, complaints may be channelled through the undergraduate PSS team, through Undergraduate Committees (such as Programme Committee, Staff Student Liaison Committee), and in some circumstances through any member of the Alliance MBS academic team. Whoever you raise your complaint with will follow the same process as highlighted in the attached flow chart in seeking a resolution. If the matter is not dealt with adequately you should then approach the Director of your Programme who may liaise with the Director of Undergraduate Studies.

A student will normally receive an oral or written acknowledgement within five working days and a full response within fifteen working days of receipt of the complaint at the informal stage, although the full response may take slightly longer depending on the extent of the investigations to be made.

Having followed the above procedure, should you feel that the matter of concern has still not been satisfactorily resolved, you have the right to approach the Head of the School and, ultimately, if you still feel that you have reasonable grounds for dissatisfaction with the outcome,you may pursue the matter through the formal University of Manchester Complaints Procedure.

Second Stage: Formal, at Faculty/UniversityLevel

If you feel that the informal approach within Alliance MBS has been unsuccessful you may invoke formal procedures and refer your complaint to the Faculty of Humanities. Formal procedures can be invoked by completing a Complaints Form.  Issues relating to student complaints are handled by the Faculty of Humanities Malpractice, Complaints and Appeal Office to whom a completed Complaints Form should be submitted by email to humsacm@manchester.ac.uk