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Online Undergraduate Handbook

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Programme handbooks

Programme Handbooks provide detailed information on degree regulations, work and attendance requirements, plagiarism, examinations etc. The Programme Handbook for your particular programme will be provided by the School with which you are registered, e.g. for BSc Mathematics with Business and Management students this will be the School of Mathematics.

Student complaints

Complaints procedures

University General Regulation XVIII (Student Complaints Procedure) sets out a procedure for handling complaints by students. A complaint is defined as 'an expression of dissatisfaction which merits a response' and covers complaints about the provision of programmes or parts of programmes, services or facilities by the University, or the actions or lack of actions by University staff. The Student Complaints Procedure does not cover matters relating to assessment and progression, nor complaints involving allegations of misconduct or harassment, as these are covered by separate procedures. Regulation XVIII allows for the complaint to be handled informally at School level, and the following sets out the procedure to be followed in the first instance in MBS:

First Stage: Informal, at School level

Students seeking to raise issues including complaints that relate to the quality of the educational experience in Alliance MBS should in the first instance approach the Course Unit Co-ordinator concerned. It should be pointed out that anonymous complaints will not be accepted. 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. Should your Academic Advisor fail to deal with the matter adequately, you should then approach the Director of the Programme who may liaise with the Alliance MBS Director of Undergraduate Studies.

Having followed the above procedure, should you feel that the matter raised 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.

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.

Second Stage: Formal, at faculty/University level

If you feel that the informal approach within Alliance MBS has been unsuccessful, formal procedures can be invoked by completing a Complaints Form. Any enquiries about issues relating to student complaints in the Faculty of Humanities should be referred to The Faculty of Humanities Malpractice, Complaints and Appeal Coordinator, Mr Damien Tolan (telephone: 0161 306 1191 email: to whom completed Complaints Forms should also be submitted.