All students registered on a Lancaster University award, including those who have left the University for up to three months, are eligible to make a complaint to the University.

Complaints must be submitted within three months of the final element of the event(s) that led to the dissatisfaction.

Further information can be found within the Student Complaints Procedure. The 2023-24 version of the procedures will be available online until 31 December 2024 to accommodate any live complaints being managed under these procedures.

In the first instance you should try and resolve your complaint informally. This may involve speaking to staff within your Department or College to see if the issue(s) can be resolved quickly for you.

If your complaint cannot be resolved informally, you can submit a formal complaint to the University. The University will then assess your complaint to determine whether it should be considered formally by a Complaint Panel who will decide whether a remedy should be put forward to put things right. Throughout the process you will have options to challenge decisions and once you have reached the end of the internal procedures, you will be signposted to an external body who may deem your complaint eligible for review.

Further information about the Complaints Process can be found within the Student Complaints Procedure.

In order to make a complaint under the Student Complaints Process, please complete the online form. You will need your Lancaster University login credentials in order to be able to access it. If you do not have these, or if you are unable to access the form, please contact complaints@lancaster.ac.uk.

You should aim to make sure that your complaint contains the following:

• A clear description of what service(s) you are dissatisfied with
• A summary of what informal actions, if any, have already been taken and why these have been unsuccessful
• Evidence to support each element of your complaint
• A clear description of how you believe the dissatisfaction can be put right
• Confirmation of whether you have raised the elements described in your complaint through any other processes (internal or external)

Lancaster University Students’ Union provide an Advice Service which is a free, non-judgmental and confidential support service. Visit their webpage for contact details and to find out more information about support.