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Making a complaint

We hope you enjoy your time as a student at BU, but sometimes you may feel dissatisfied with some aspect of your course or something that the university has (or hasn’t) done. Depending on what you are unhappy about there are a variety of ways that you can bring your concerns to our attention. If you wish to make a complaint or find out what your options are you can contact SUBU Advice or AskBU Students’ Service.

For a full copy of the Student Complaints: Policy and Procedure visit the ‘Complaints’ section of the Important Information page. This will explain the different types of complaints and includes flowcharts of the various stages of the process.

More information

Who should I contact?

Your first point of contact should be your Academic Advisor, Programme Support Officer or SUBU Advice. They may be able to look at the issue and resolve any concerns that you may have. Many complaints are resolved early and formally using this route.

If you feel unhappy about an issue, you should in the first instance raise the issue/concern with an appropriate member of the Faculty or a member of staff in the Professional Service where the issue arose. If your complaint relates to a course-wide or group issue, and you feel unable to speak to your Programme Leader or course tutors, you should contact your Student Rep.

If you feel that the issue has not been resolved and you would like to raise a formal complaint (the Local Stage) you will need to refer to 11F - Student Complaints: Policy and Procedure. You should write to your Academic Administration Manager (if the complaint relates to your Faculty) or Head of Professional Service where the issue arose within one calendar month of when the incident occurred.

What should I do if I am dissatisfied with the response?

If you remain dissatisfied with the outcome of the Local Stage, you may request a Central Review Stage by completing the Student Complaint Form and submitting your request for a hearing in writing to This must be submitted within 10 working days of the date of the Local Stage response.