A group of students, including a girl with curly blonde hair, looking towards the front of a class room.

Have your say

Have your say

Your experience of university is very important to us, and guides everything we do, from cafés to courses.

We want you tell us whether everything is what you expected and is leading you to your chosen career path.

Ways you can feedback to us

There are many ways that you can send us your feedback:

Surveys

  • Module Evaluation Survey

    The most common way for you to get your voice heard and make a difference is by answering your Module Evaluation Questionnaires (MEQs). The surveys occur during each semester and are your way to tell us directly about the modules on your course; what is good and what could improve.

    Your opinion and suggestions are taken on board immediately and inform the way modules develop and change for current and future students, so don’t be shy, tell us what you think!

    We will tell you about changes we make in response to MEQs on your Blackboard course space.

  • The National Student Survey (NSS)

    Towards the end of your studies, you’ll be invited to take part in the National Student Survey (NSS) on campus.

    This is your opportunity to tell us what it is really like to be a student here, what you enjoyed most and what we could improve.

    We take your feedback seriously and your survey results help us make positive changes for the benefit of current and future students.

    The results also help people decide where to study and affects our position in University League tables.

    We will email you when the survey opens, and you’ll be reminded by your Course Team to take part and have your voice heard. For more information please see the NSS website. 

  • Graduate Outcome survey

    Find out more about the Graduate Outcome survey and how you can take part and make a difference.

Representatives and committees

  • Student representatives

    Your Students’ Union (UWLSU) represents your views and helps to make big changes within the University and Nationally. You can get involved in a number of ways and your voice really makes a difference.

    SU officers

    UWLSU is directed by three ordinary students elected by you to work full time as SU officers. They  represent you during major university decisions, with the local council, and nationally as part of the National Union of Students (NUS). Find out how to feedback to SU officers.

    Course reps

    Course reps are elected during week 2 to represent their course mates on course committees and project groups; providing feedback to your course team on what’s working well and what could be better. Being a course rep is a great way to make sure your voice is heard, build your communication skills, make friends, and enhance your CV. 

    UWLSU provides all the training and support you need to become an effective representative for your course mates. Find out more about how to become a course rep.

  • Course committees

    Course committees normally take place each semester and are a chance for your course team to hear what you’ve enjoyed about the year so far, and to respond any academic issues as they happen.

    Course reps will attend course committees to represent their course mates, and help your course team plan improvements to your university experience.

    Make sure you let your course rep know if there’s anything that is bothering you. The course committee is documented and reported to School or College level committees so that we can respond to issues across different subjects in a dynamic and coordinated way.

How to make a complaint

We are always seeking to maintain a high standard in the provision of our courses, services and facilities to you. However, as much as we try, sometimes things can go wrong.

In the first instance you should try and address issues by talking to your module leader, your personal tutor or your course leader. For personal issues contact Student Services who are always available to help.

If you wish to make a formal complaint please follow the steps below so we can address your complaint in a fair, confidential and efficient manner. You can complain individually, or as part of a group. 

We also advise you to get in touch with the UWLSU Advice Service as they’ll be able to guide and support you through the procedure.

Please follow the steps below for complaints about:

  • Provision of academic services described in the University’s publications including teaching, content of courses, or support for learning.
  • Incorrect or misleading information about services provided by the University.
  • Provision of other University services described in literature published by the University.

Complaints about:

The complaints procedure

The complaints procedure is set out in three stages:

  • Stage I: Informal resolution of complaints

    If you have an issue, you should firstly raise it informally with the appropriate member of staff. You can make the complaint orally, or in writing, and should do so as soon as possible, or within 10 working days of a specific incident. The member of staff to whom the complaint is made will investigate or refer the complaint as appropriate, and a response will be made to you by e-mail, normally within 10 working days.

  • Stage II: Formal complaints procedure

    If an informal approach does not fix the problem, or you’re not happy with the outcome, you can raise it as a formal complaint using the Formal Student Complaint form Stage II available on our policies and regulations page.

    You should make a formal complaint within twenty working days of the outcome of your informal complaint. As well as completing the form in full you should provide a copy of any relevant documentary evidence. Completed forms and evidence must be submitted to complaints@uwl.ac.uk.

    Once you’ve provided all the information needed, we will investigate your complaint, and an outcome detailing the investigation will be sent to you in writing within twenty five working days. If we’re unable to resolve a complaint within that time we’ll contact you with an explanation and expected outcome date.

  • Stage III: Review

    If you don’t think that the Stage II complaint has been handled fairly, objectively, or in accordance with our procedures, you can write to the Pro Vice-Chancellor (Student Experience) requesting a review of the case.

    You’ll need to write to them within 15 working days of the outcome of your complaint, detailing your reasons for requesting a review, and providing relevant evidence.

    Valid reasons for a Stage III review are:

    • Procedural irregularities in the investigation of the Stage II complaint.
    • Fresh evidence can be presented which could not reasonably have been made available with submission of the Stage II form.
    • The outcome of the investigation wasn’t reasonable in all the circumstances.


    The Pro Vice-Chancellor’s nominee will review the handling of the complaint, and produce a report.

    The Pro Vice-Chancellor will act on the report and confirm or rescind your earlier decision. You’ll get a Completion of Procedures letter within 20 working days of the Pro Vice-Chancellor receiving your completed request for a review.

  • Referral to the Office of the Independent Adjudicator

    If you’re still not happy with the outcome of your complaint, you can contact the Office for the
    Independent Adjudicator for Higher Education (OIA) for an external review. More information on the OIA is available on their website.

You can find full details of the complaints procedure, together with relevant complaint forms on our policies and regulations page. 

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