UNIVERSITY OF MANCHESTER STUDENTS’ UNION

The University of Manchester Students’ Union has a complaints procedure for everyone who uses our services, activities and facilities.

Where the complaint comes from a student member, this document should be read in conjunction with the Code of Practice on the Students’ Union.

Code of Practice on the Students’ Union »

University of Manchester Students who are members have a right of appeal to the University if they are dissatisfied with the Students’ Union decision and the Code (clauses 9 and 10) describes the process for this.

Let us know how we're doing:

The Students’ Union makes every effort to provide a high standard of service and to treat all users of our services and activities equally and fairly. We continuously try to improve our services and we value feedback that will help us to do this. 

How we oversee our procedures and feedback

The Students’ Union records all comments, feedback and complaints. Our Audit and Risk Committee reviews and monitors the types of complaints and feedback we receive and which areas of our activities are affected. The Committee takes an overview to make sure our policy and procedure is being applied and that complaints are being resolved appropriately. This committee meets 4 times per year. In between times, our Health, Safety, Legal and Risk Group provides reports on all feedback to the Audit and Risk Committee. An annual report is presented to our Trustee Board. Our reporting does not contain names of individuals but will refer only to the nature of the complaints. The process helps us to develop the services and activities that work best for you, so please let us know what you think.

Compliments and Comments:

If you are happy with the service or have any comments we would love to hear from you.  There are various ways you can do this: either speak to one of the staff members/volunteers, by email or write a letter to us at the address provided below.

Complaints:

We also want to know if there is any part of our services and activities that you are unhappy with. We take all feedback seriously and we will take action when appropriate to do so. All complaints will be dealt with in a timely and professional manner.

Including the following details will help us to effectively and quickly investigate your complaint:

  • The specific area, service or resource to which the complaint applies.
  • Your name and contact details: this is essential as we will not investigate anonymous complaints.
  • Outline the nature of your complaint as precisely as possible as this will help us to investigate further and hopefully to resolve the issue. Please include details such as the place and time the incident occurred.
  • In your own words, explain what has gone wrong and if you have already attempted to resolve the complaint.
  • Please tell us what we can do to rectify this, including any effects this issue has caused
  • Please let us know if you have already reported the complaint, and if any action was taken previously. 
  • You may also submit the complaint in writing to the Students’ Union address noted below. This will then be sent to the most appropriate person to deal with your complaint.

How and when we will respond

  • If we receive your feedback via email you will receive an acknowledgement of your complaint within 3 working days.
  • You will receive notification of who will be handling your complaint, their contact details and the likely timescale for resolution within 5 working days.
  • If we receive your feedback by post we will respond within 10 working days from the date we receive your letter. Please allow for this additional time for comments by post.
  • You will receive notification of who will be handling your complaint and the likely timescale for resolution within 10 working days.
  • You should normally receive the outcome to your complaint within 20 working days.  If this is likely to be delayed or cannot reasonably be expected to have concluded in that time, you will be given an explanation and further notification of an expected end point. 
  • If you are dissatisfied with the outcome of your complaint, please do write to us requesting a further discussion to contact.su@manchester.ac.uk 

We really value all of the feedback that we receive as this enables us to improve our activities, facilities and customer care. Thank you for taking the time to contact us.