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If you are unhappy with the response you have got to your informal complaint or feel your complaint is serious, you can use this formal complaint procedure and log a formal complaint via this form.

Your complaint should be made within 10 working days of the incident. If you need more time, please contact us via su.complaints@ucl.ac.uk

If independent mediation is an option to help resolve your complaint, you may lodge your intention to formally complain by completing the form and then reviewing it after the mediation process is complete.

Submit your complaint

Log your formal complaint via the Formal complaint form.

After your complaint is submitted

Your formal complaint will be investigated. Evidence will be gathered and those involved will be asked to provide evidence. Your complaint will then be reviewed following formal Students’ Union UCL procedures detailed here.

You will get a written response within 10 working days. This will cover the findings of the investigation; any mitigating circumstances and any further action taken where appropriate.

If your complaint is complicated, any delay will be explained to you and you will be kept informed of progress.

If you are unhappy with the outcome of the investigation, or if your complaint is not upheld, you have the right to have it heard by the Students’ Union UCL Trustee Board. The decision by the Trustee Board 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.