• Complaints Procedure
• What is a complaint?
• Why have a Complaints Procedure?
• Who is responsible?
• What are some of the ground rules?
• How, where and to whom do I complain?
• Guidelines on the Conduct of a Complaints Panel
• Conclusion
• Online Complaints Form
• Monitoring and Review
• Summary: Staff & Students
• Summary: General Public
• Advice for Investigators
• Contact Us

The purpose of the procedure is to provide a formal route through which you, as a student or member of staff or the public, can bring a complaint to the attention of Cardiff Metropolitan University.

The procedure aims to:

• be accessible
• encourage informal conciliation and resolution nearest to the source of the complaint
• allow speedy handling, within established time-frames
• ensure full and fair consideration of complaints
• respect complainants’ confidentiality
• provide an effective and appropriate response
• support the right of the complainant to be accompanied at any stage of the procedure
• contribute to Cardiff Metropolitan University’s performance measurement
• identify areas of weakness in order to support Cardiff Metropolitan University’s development and improvement