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.
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.
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.
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.
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.
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.
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.