Making a complaint

Get information on the NTU complaints procedure and how to make a complaint.

Complaints procedure

Concerned about an aspect of your learning experience? Use the complaints procedure for students. This will bring your concerns to the attention of relevant staff. The procedure enables investigation of the concerns with the aim of satisfactory resolution. The process is available to students enrolled on NTU courses. If you're studying at a franchised centres, follow the centre's own procedures.

There are specific timescales for making complaints. If you want to use the procedure, you must:

  • raise the issue at the local level (Level 1) within 60 working days from the incident or cause for concern
  • use the Level 1 Complaint Form.

There are three levels to the procedure.

Level 1

Raise your complaint within 60 working days of the cause for concern. Use the Level 1 Complaint Form. Submit it to the service or Academic School your complaint relates to.

We'll acknowledge your complaint within five working days. We'll communicate the response to you within 20 working days of reciept. If this isn't possible, we'll provide an alternative timescale.

Level 1 Complaint Form

Level 1 Complaint Form

Level 2

If you're still dissatisfied, raise your complaint within 10 working days of the Level 1 outcome date. Submit the Level 2 Complaint Form to Student Complaints.

Your complaint will be acknowledged within five working days. The response will be communicated within 30 working days of receipt. (If this is not possible, an alternative timescale will be provided).

Level 2 Complaint Form

Level 2 Complaint Form

Level 3

If you remain dissatisfied, request a review within 10 working days of the Level 2 outcome date. Submit the Level 3 Complaint Form to Student Complaints.

We'll acknowledge your complaint within five working days. We'll communicate the response to you within 15 working days of receipt. If this isn't possible, we'll provide an alternative timescale.

Level 3 Complaint Form

Level 3 Complaint Form

Office of the Independent Adjudicator

You main still remain dissatisfied after exhausting the University's Complaints Procedure. If so, request a review within 12 months of the date of the Completion of Procedures Letter. Office of the Independent Adjudicator timescales vary.

Formal hearing

Sometimes it isn't possible to reach a satisfactory resolution through the above steps. In such cases, a formal hearing may be appropriate to determine the outcome of the complaint.

You may still be dissatisfied after completing the University's complaints procedure. If so, you also have access to the Office of the Independent Adjudicator. It can conduct an external, independent review.

There are separate procedures you should use in other instances. For matters relating to:

We monitor the operation of the complaints procedure carefully. We treat the matters it matters to our attention as valuable student feedback. We welcome such feedback on our services. We use the findings to improve them where appropriate and possible.

Further information about the complaints procedure is available from Academic Registry. You can get independent advice from the Nottingham Trent Student Union Information and Advice Service (IAS). It can also support and represent you when you're using our complaints procedure.

Further information about the complaints procedure is available from the . Independent advice can be sought from the Nottingham Trent Student Union Information and Advice Service. The Information and Advice Service also provides support and representation for students who wish to use the Procedure.

This summary is not the procedure and has no legal standing.

Peer-support scheme

We offer peer support to students who've faced discrimination while studying at NTU. This must have been due to one or more of their protected characteristics.

Our peer supporters will offer support, encouragement and hope to these students. They will also signpost them to:

  • other support services at NTU and in the community
  • NTU’s Student Code of Behaviour, and / or
  • NTU’s Student Complaints Procedure.

Students can access the scheme by:

  • emailing peer.support@su.ntu.ac.uk
  • calling 0115 848 6260
  • visiting the Information and Advice Service (IAS) offices at any campus in person.

Use the booking form to access the scheme.

Our peer supporters are there to provide support. They do not act on the student's behalf. NTU will not share information with the supporter. The student is still expected to engage with the process themselves.

Documents and resources

Section 17 E: Complaints Procedure for Students

Level 1 complaint form

Early resolution at local level

Level 2 complaint form

Formal stage

Level 3 complaint form

Review stage

Find out more about the Office of the Independent Adjudicator.

  • Last updated: 24/03/2022