Welcome to Leeds University Union Registered charity no. 1136742

Complaints Procedure


All Leeds University students are automatically members of the union and so have the right to complaint to LUU if they are dissatisfied with any aspect of their interaction with LUU, whether this is with a department or service, a group or an individual.


How do I complain?

There are several ways to give us your feedback or register a complaint with LUU:

  • Use the 'Your comments' section of the website.
  • Speak to the manager of the service you are complaining to direct by asking for them in their department, or ask for their contact details.
  • Contact LUU Helpdesk, in person, by phone or email and they will transfer you to the right department or pass on the complaint on your behalf.

What happens next?

We will always aim to respond to your complaint within 7 days – remember to give us your contact details when you complain so we can get back in touch. As this is the informal stage no records will be kept if the matter is resolved.


What if I’m not happy with the response I get?

You can choose to use our formal complaints procedure, either if you are not satisfied with the response you were given after your informal complaint, or if you feel your complaint is very serious.


How do I submit a formal complaint?

Formal complaints should be submitted by downloading the LUU Formal Complaints Form.


The procedures for submitting a formal complaint are set out in the Union’s bylaws and so there are certain procedures which must be followed strictly for the complaint to be considered valid.

  1. The complaint must be address to the Chief Executive although in most cases they will delegate responsibility for responding to the complaint to a relevant manager. If the complaint is about the Chief Executive, an elected officer or representative or a trustee it should be address to the Communications and Internal Affairs Officer. If the complaint is about the Communications and Internal Affairs Officer it should be address to the Deputy Chair of Trustees.
  2. The complaint must be submitted within 10 working days of the event you are complaining about, unless there are exceptional circumstances.
  3. You must provide details of your name, address and telephone number
  4. You must provide details of the event or occurrence you are complaining about.

    5. What happens next?

    If your complaint is valid (see above) it will be investigated, evidence gathered and those involved may be asked to provide evidence, although no formal hearings will be held.


    You will receive a written response with 15 days.

    This response will cover all the findings of the investigation, any mitigating circumstances and any appropriate further action. If your complaint is upheld it will detail any further action which is being taken.
    If you complaint is not upheld you will be informed that you have the right to raise the complaint with the Independent Complaints Officer of the University of Leeds.

     

    Download and read the Union’s bylaws (section 15) on our Publications page for more details.