Welcome to the Undeb Aberystwyth Complaints Policy Guide.
At Undeb Aberystwyth, we strive to ensure that all students, staff, and visitors have a positive experience. However, we recognise that sometimes things might go wrong, and we value your feedback to help us improve. This guide will help you understand how to share your concerns or complaints in a straightforward and effective manner.
What is a Complaint?
A complaint is any expression of dissatisfaction or concern about something concerning Undeb Aberystwyth, one of our groups, staff, or members. This can include:
- Feedback: Sharing your thoughts without expecting a resolution.
- Informal Concerns: Raising issues about behaviours or situations without a formal investigation.
- Formal Complaints: Regarding an event, service, product, student group, or individual.
The University have ways to complain too, how do I know which one to use?
The table below shows you when to use the SU complaints policy, and when to use University policies. The list is not exhaustive:
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Follow the SU complaints process
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Follow a University process
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When you have a complaint about a Students’ Union itself such as a service, event, activity, decision, or information.
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When you have a complaint about the University, its services, or staff.
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When you have a complaint about a student group, such as a sports team or society.
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When you have a complaint about unacceptable behaviour from another member of the University community (for example another student).
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When you have a complaint about a full time officer or staff member.
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If you have a concern related to ANY form of sexual misconduct or criminal behaviour regarding a member of the University (such as another student) no matter when or where it happened.
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When you have a complaint about a student group leader, volunteer or student.
This could relate to something that has happened on Undeb Aberystwyth premises, whilst using Undeb Aberystwyth facilities/attending an Undeb Aberystwyth event, or is committed by a member who is representing, acting on behalf of the SU at an event, during a trip, online (e.g. via social media) or in correspondence.
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To follow the SU process, continue reading this information and see our complaints procedure (link to child page 1) or to use the University process please follow the process outlined here.
I know I want to make a complaint to the Students’ Union, how do I do that?
Firstly, it’s worth considering if your complaint can be resolved informally. If you feel comfortable you can talk to the most relevant person which could be a member of Undeb Aberystwyth staff. As much as possible we try to resolve things informally through things like mediation or a refund, but we realise that you may not be satisfied with that, or you do not feel the issue can be resolved informally (particularly if you don’t feel safe talking to the individual involved).
If you need to make a complaint formally you can do that here - LiNK.
What happens when I have submitted a complaint?
What happens when you have submitted a complaint can depend on what the complaint was about, below we’ll outline what you can expect:
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My complaint is about an SU event, activity, service or decision.
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On receipt of your complaint, we will make an immediate assessment of risk, and if appropriate carry out a full risk assessment via a panel. Once the level of risk has been determined the severity of the complaint, you can expect to either be contacted about an informal resolution, or be contacted to be informed that it will be investigated as a formal complaint.
If it is to be investigated formally, depending on the nature and context of your complaint, it will be designated to an appropriate manager within the Students’ Union who will investigate the complaint.
The Investigating Manager will determine the facts, consider any mitigating circumstances and determine the appropriate outcome. Depending upon the seriousness of the complaint, it may be necessary for us to contact you to request additional information or evidence.
The Investigating Manager will contact you within 14 calendar days of your complaint to provide a response.
If you are dissatisfied with the response to your complaint, you may appeal the outcome by writing to the SU Complaints Officer at undebcomplaints@aber.ac.uk
Your appeal will be allocated to a member of the Management Team (who has not previously been involved in your complaint). They will review your original complaint, the investigation and response and then will reply to you with an outcome to your appeal within 14-calendar days from the date you submitted your appeal.
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My complaint is about a student group
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On receipt of your complaint, we will make an immediate assessment of risk, and if appropriate carry out a full risk assessment via a panel. Once the level of risk has been determined, you can expect to either be contacted about an informal resolution, or be contacted to be informed that it will be investigated as a formal complaint, or be contacted to be informed that as well as being investigated by the SU, it has been referred to the University.
If it is formally investigated, depending on the nature and context of your complaint, it will be designated to an appropriate manager or staff member within the Students’ Union’s Student Opportunities team who will investigate the complaint. We operate a Student Groups Code of Conduct which all student groups are expected to abide by.
The Investigating Officer will determine the facts, consider any mitigating circumstances and determine the appropriate outcome. Depending upon the seriousness of the complaint, it may be necessary for us to contact you to request additional information or evidence.
The Investigating Officer will contact you within 30 calendar days of your complaint to provide a response to your complaint. If the outcome from your complaint involves disciplinary action for the student group (or individuals) you will be given broad information but may not be given specific details of the action taken.
If you are dissatisfied with the response to your complaint, you may appeal the outcome by writing to the SU Complaints Officer at undebcomplaints@aber.ac.uk
Your appeal will be allocated to a member of the Senior Leadership Team (who has not previously been involved in your complaint). They will review your original complaint, the investigation and response and then will reply to you with an outcome to your appeal within 14 calendar days from the date you submitted your appeal.
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My complaint is about an individual (a student, student group leader or volunteer) in relation to behaviour in relation to the SU*
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On receipt of your complaint, we will make an immediate assessment of risk, and if appropriate carry out a full risk assessment via a panel. Once the level of risk has been determined you can expect to either be contacted about an informal resolution, or be contacted to be informed that it will be investigated as a formal complaint, or be contacted to be informed that as well as being investigated by the SU, it has been referred to the University.
You will receive acknowledgement to your complaint from the SU Complaints Officer, who will confirm the details of the process and expected timelines. They will also inform you the details of the Investigating Officer that will be investigating the allegations / complaint.
We operate a Member Code of Conduct which all students and associate members are expected to abide by. If your complaint is about the behaviour or conduct of a member, your case will be investigated and managed under the Member Disciplinary Policy and Procedure which can be found here.
Any action taken under these procedures will be concluded as quickly as possible and normally within 30 calendar days from the start of the investigation. An Investigating Officer will be appointed to investigate the allegation and will provide the person being complained about with a summary of the nature of the allegation and carry out an investigation as they deem appropriate. When the Investigating Officer is happy that sufficient evidence has been obtained, they’ll write a report which will state whether there is a case to answer and the report will be shared with the SU Complaints Officer.
The Complaints Officer will review the investigation report and can take several decisions including:
- Further investigations are carried out;
- No further action is taken;
- Decide it should be dealt with informally;
- Decide it should be dealt with formally.
If the Complaints Officer decides it needs to be dealt with formally, they will convene a disciplinary panel with a hearing as soon as possible. Within 14 calendar days of the hearing, the person being complained about will receive the outcome and sanction imposed.
You, as the reporting party will also usually be informed of the sanctions if it has a direct impact on you, such as a non-contact order or apology.
The person complained about can appeal against any sanction within 7 calendar days of the outcome being imposed.
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My complaint is about a Full Time Officer or Staff Member
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If your complaint is about a full time officer or staff member, you should still use the complaints form, but your complaint will not follow these processes, but will instead be investigated and managed using our separate staff policies and protocols. Information on this can be found here.
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*Remember, depending on the subject you are complaining about, you may need to use the University process, such as for any kind of sexual misconduct.
I feel like my complaint is quite serious, what happens whilst it’s being investigated?
When any complaint is received by the Students’ Union, we will make an immediate assessment of risk, and if appropriate carry out a full risk assessment via a panel which will include considering any precautionary measures. Precautionary measures could include:
- Issuing a non-contact order to prevent the respondent(s) coming into contact with the reporting party and other relevant people;
- Temporary restriction from accessing certain Students’ Union spaces;
- Temporary restriction from participating in specified Students’ Union activities;
- Temporary restriction from accessing all Students’ Union spaces and activities;
- Reporting to the University, police or safeguarding agencies.
Our precautionary measures are victim-centred, seeking to promote an environment and culture where victims feel safe and supported.
How much detail do I need to give in my complaint?
As much as possible, try to include specific examples and information such as dates, times, any evidence such as screen shots, or emails, any witnesses to the incident. If there is not a reasonable level of detail, we may not be able to investigate your complaint so will either have to ask you to resubmit your complaint or tell you that we’re unable to look into it. Examples of a complaint we would not be able to investigate are:
- “They’re just not very nice.” – This doesn’t explain what specifically happened, when, or who was involved, so we don’t have enough information to look into it.
- “They keep making odd comments.” – Without examples of what was said, when, and by whom, we cannot establish whether inappropriate behaviour took place.
- “The staff are rude.” – This is too general. We need to know which staff member, what was said or done, and when the incident occurred.
- “I don’t feel welcome when I come in.” – While we take these feelings seriously, the statement doesn’t give us any details of particular incidents we could investigate further.
- “Someone upset me but I don’t want to say who it was.” – If we don’t know who was involved or what happened, we are unable to explore the matter or take any action.
I’m nervous about making a complaint, is there any support for me?
Of course, we take the wellbeing of our members seriously; the investigating officer assigned to your complaint will be able to help you explore support options and you’re always encouraged to use the University Wellbeing Services which you can find here. We may automatically refer you to the University Wellbeing Services depending on the nature of your complaint. If you need support from us before making a complaint, please see our contact page for complaints.
I’ve been complained about, what can I expect and can I access support?
We are committed to supporting the wellbeing of all our students including those who have been complained about, so you are also encouraged to use all the wellbeing services mentioned above. Even if you are subject to any precautionary measures, you are still able to access the Students’ Union Advice Service, although this may need to be remotely. You will be assigned a named contact in the Students’ Union to provide updates on the case.
Will my complaint be kept confidential?
In order to deal with formal complaints fully and fairly, it will usually be necessary to identify the complainant to those involved in the investigation and outcome decision. If your complaint is about someone else, they will usually be entitled to know who has complained about them, especially if the complaint progresses to a disciplinary hearing. At all times during investigations, confidentiality and discretion must be maintained by all those involved, regardless of the nature of the incident. Please come and talk to us if you’re nervous about making a complaint, we’ll support you through the whole process.
I’m still not 100% clear on what happens with a complaint, can you explain it to me in a different way?
Of course, it’s not a normal part of everyday life to be submitting complaints and it’s usually because something has gone wrong so we completely understand we need to make the process as simple as possible. We hope the flow chart below will do this: