Informal:

We welcome any comments you wish to make about the service you have received.  Informal comments or complaints can be made either anonymously or by disclosing your details if preferred.

You can do this in a number of different ways:

• A comments book is kept behind the Student Support help desk, in the Student Support Centre.
• A suggestions box is kept on the help desk counter, and forms are available for you to complete, and post them in the box.
• The Inclusion Coordinator;  Mental Health Adviser and Dyslexia Coordinator are happy to speak to you about any concerns or issues you may wish to express, to resolve an issue quickly and to your satisfaction.  The discussion will be confidential.
• An annual student satisfaction survey is distributed in May of each year.

Formal:

• If you have made an informal comment or complaint and are not satisfied with the outcome, you may use the formal Complaints Procedure, by completing a Complaint Form. This form should be sent, marked ‘Confidential’, to the Registrar and University secretary.  Copies of the Complaint Form and Guidance Notes are available on Newman University’s Intranet or available from the Registrar and University Secretary’s Office.
• Formal complaints cannot be made anonymously.

Student Finance England Exceptional Cases Procedure

If you are not happy with the reasonable adjustments offered to you by Newman University e.g. Newman have not been able to meet your support requirements in the way you need, you may wish to apply to the Student Finance England Exceptional Case Process for the funding you believe is necessary.  In order to do this you have first to go through Newman University Complaints process.  We have introduced a ‘fast track’ route to endeavour to deal with such cases within 28 days so that you can pursue the Exceptional Cases procedure through Student Finance England. Please see the protocol below.