At the University of Westminster, we aim to deliver a high-quality experience for our alumni and supporters.
We welcome all feedback and take complaints seriously. If you have a complaint relating to alumni services, or if you wish to complain about an aspect of the University’s provision that you have experienced since you ceased to be a student, the Alumni Complaints Procedure is here to support you.
Stage one – informal resolution
Where possible, we will aim for complaints to be resolved locally, quickly and amicably. We recommend, in the first instance, that any concerns are raised at the point the issue has arisen and are raised directly with an appropriate University colleague who has knowledge of the issue.
Where concerns or issues cannot be resolved in this manner, but are still of an informal nature, then an email outlining the issue should be sent to the Head of Alumni Relations via [email protected] who will respond within five working days, although typically they will respond much sooner.
Stage two – formal complaint
If an alum’s concerns or issues cannot be resolved through the 'Stage one – informal resolution' process, an alum can raise their concerns through the process below.
- Complaints should be made in writing to the Head of Alumni Relations via [email protected], no later than 90 days after the incident has happened. Your complaint will be acknowledged by the Head of Alumni Relations, or a member of the Alumni Office, within five working days. Further information to clarify the complaint will be sought as appropriate.
- Complaints can only be investigated fully if the complainant provides full disclosure of their identity. We will need your name and contact details (if you would like a response), details of your concern, including the date(s), and if you have a preferred contact method, i.e. email, phone or post. Anonymous complaints cannot be investigated.
- Where appropriate, statements will be collected from the parties concerned.
- The Head of Alumni Relations, or appropriate Alumni Office nominee, will then escalate your complaint to the Director of Business Engagement, normally within ten working days of receipt of the complaint.
- The Director of Business Engagement will endeavour to conclude the investigation and notify you of the outcome within 25 working days of receipt of the complaint from the Alumni Relations Office. In more complex cases, or during periods such as University vacations when parties to the complaint may not be available, this timescale may not be achievable. In such cases, you will be notified of any delay.
- When the investigation is concluded, you will be informed in writing of the outcome of your complaint. This will include a summary of findings, the decision and clear reasons for the decision.
Stage three – appeal against the formal complaint decision
Should you be dissatisfied with the stage 2 outcome of your complaint, you have the right to request the Director of Business Engagement to refer the matter for consideration by the University’s Chief Operating Officer, through the process below.
Please note: Stage 2 of the complaint process must be complete in order to progress to Stage 3.
1. You will need to complete an appeal request with all evidence relating to the grounds for the request. The Chief Operating Officer, or appropriate nominee, will acknowledge receipt of the request, normally within five working days.
Your appeal will only be considered on the following grounds:
- there was a procedural irregularity in the consideration of your Complaint at Stage 2
- new evidence has come to light which was not previously reasonably available and this new evidence would have had a significant impact on the Stage 2 outcome
- the Stage 2 decision and/or any remedy was/were unreasonable in light of the evidence
2. The Chief Operating Officer shall notify you in writing of the decision, and the reasons for it, normally within 15 working days. If it is not possible to meet this deadline, you will be informed of the reasons for the delay.