Navigating university life can be challenging, and encountering issues that lead to complaints is not uncommon. Whether it's a dispute with a lecturer, dissatisfaction with a course, or issues in your student accommodation, you might be thinking about escalating matters formally. However, there are a number of reasons why trying to resolve your complaint informally first can be a beneficial approach.
The formal complaint procedure can be lengthy, and can often involve multiple stages of review, lots of paperwork, and long waits before a resolution is reached. At the moment, we’re aware that you could be waiting up to six months for a complaint resolution at UCL. This could add significant stress to an already demanding academic life.
In contrast, informal resolutions can be much quicker. A simple conversation with the involved party, a meeting with a tutor or head of department, or an email exchange can often resolve issues in a fraction of the time.
Informal Resolution
Departments are generally happy to work with students on issues, provide feedback, and try to come to a solution. When reaching out to them, approach the conversation with a respectful attitude, they will reciprocate this. Be clear and specific – clearly state your needs and reasons behind them. Provide concrete examples and evidence, if you have it, to support your points. It’s also a good idea to come prepared with possible solutions you would like to see or be willing to accept. This shows that you are willing to work together to reach a solution.
If you are not sure where to start with this, you can always come and speak to an advisor at the Advice Service, who can talk you through some options and help you get your thoughts in order before you speak to your department.
Informal resolutions can also offer more flexibility and creativity in finding solutions. Formal procedures are usually bound by strict guidelines, limiting the scope of possible outcomes. In an informal setting, you can negotiate and agree on solutions that are tailored to your specific needs and circumstances.
For example, you could work together with your department to see if they would be willing or able to provide alternative assessment arrangements if needed – in some circumstances this can be arranged internally by departments or faculties. Or, if you’re looking for an apology or acknowledgement for something you believe was handled unfairly or incorrectly, this could be something that your department are willing to provide, if you have shared your concerns with them fully.
Notes on Formal Complaints
In 2024, less than 20% of stage 1 complaints investigated through the formal UCL Student Complaints Procedure were upheld or partially upheld, so you may find yourself in a better position to negotiate a more favourable outcome through an informal resolution.
In addition, in any formal complaints process, whether than be the UCL Complaints Procedure, or externally through the Office of the Independent Adjudicator (OIA), you will be expected to show that you have undertaken some form of informal resolution before you reach the formal stage. So, even in the case that your issue wasn’t able to be resolved locally, it’s beneficial for you to have done this before you escalate your complaint to avoid delays.
While formal complaint procedures are an essential safety net for serious issues or issues which cannot be resolved at a local level, attempting to resolve complaints informally first offers numerous advantages. So, before you escalate your complaint, consider the informal route - it might just be the best path to resolution.
Further Help
If you find yourself in a position where you do need to submit a formal complaint through the UCL Student Complaints Procedure, you can take a look at our information on the process, read our guide to completing a complaint submission, or book an appointment to speak to one of our advisors to get some more guidance.