Submit your complaint
Your complaint should be made within 10 working days of the incident. If you need more time, please contact us at [email protected]
What next?
Your complaint form will first be assessed as to whether it is a formal complaint and whether it can be investigated. We will only consider complaints in scope if they are about activity connected to Students' Union UCL membership or our services.
If it is about a member or a student group, then this will be referred to the Disciplinary Procedure set out in the Bye-Laws and investigated if appropriate. You may be asked to provide further information or attend a disciplinary panel. If you complaint is 'upheld', an independent panel may decide on disciplinary action. This is at their discretion and you won't have a say in what action is taken.
Complaints made about the conduct of members of staff will be investigated confidentially by the HR team at Students' Union UCL.
If your complaint is about a service, then this will be referred to the relevant Head of Department to look into and they will write to you with their findings.
If you are unhappy with the outcome of the investigation into the conduct of a member, or if your complaint is not upheld, then as a member you have the right to have it reviewed by the Students' Union UCL Trustee Board. The decision by the Board of Trustees on any complaint they review is final.
Reporting on complaints
At the end of each academic year, at the last Trustee Board meeting, a report summarising the complaints received by the Union will be presented. This report will detail how complaints have been handled, the number of complaints received and identify any emerging trends. This report will then be made available alongside Trustee Board minutes to any member that requests it.