Make a complaint

How to make a complaint about any part of your university experience and where to find support.

On this page

We view complaints positively as they help us learn how to do things better.

You will not be treated differently in any part of your university life if you make a complaint.

When to make a complaint

Complaints must be made within 30 days of the problem starting. This includes weekends but excludes University closure days and bank holidays.

Late complaints

If you submit a late complaint, you must have:

  • an exceptional reason why it is late
  • evidence for your reason.

An example of evidence is proof that you were in the hospital and unable to communicate. 

Travelling is not usually accepted as an exceptional reason.

How to make a late complaint

To make a late complaint (after 30 days):

  1. Complete the Student late complaint request form (Office document, 73kB), explaining why your complaint is late.
  2. Email university-secretary@bristol.ac.uk with your:
    • Completed late complaint request form.
    • Evidence for your late complaint.

Stage 1: Informal complaints

If possible, try to resolve your problem informally before making a formal complaint.

You should:

  • explain your concerns
  • explain how the situation affects you
  • request a resolution.

Who to contact

Teaching or education complaints

Unit Director or Programme Lead.

Accommodation complaints

Follow the accommodation complaints advice.

Other complaints

Contact student-complaints@bristol.ac.uk. The team will direct you to the appropriate person.

What to expect

You should receive:

  • confirmation your complaint was received within 7 days.
  • a response to your complaint within 21 days.

If you do not receive a response within 21 days or are not satisfied with the outcome, you have 30 days to make a formal complaint.

Stage 2: Formal complaints

Report unacceptable behaviour

If you experience inappropriate or unreasonable behaviour from another student or member of staff, follow our report unacceptable behaviour guidance.

Our sexual violence support service supports students who experience any form of sexual misconduct, whenever or wherever it happens.

Make a formal complaint

1. Complete the Student complaint form (Office document, 77kB)

2. Email it to student-complaints@bristol.ac.uk.

How to complete the formal complaint form

  • You must submit your complaint on time (within 30 days). If you do not have all the documents that you wish to submit with your complaint, you can submit these later.
  • Explain your complaint clearly and concisely.
  • Explain the outcome that you would like.
  • Be polite. We understand that making a complaint may be a challenging time for you, but we will not tolerate unacceptable behaviour towards our staff and may stop investigating your complaint.
  • Include the contact details of anyone you want us to talk to, and confirm that they have given their consent for us to contact them.

Stage 3: If you are not satisfied with the outcome of a formal complaint

You can request that your complaint be raised to the next stage (University Stage) if you:

  • are not satisfied with the response to your formal complaint (Local Stage), and
  • did not get the outcome you asked for.

You must:

1. Complete the Student complaint progression form (Office document, 77kB)

2. Submit it to complaint-progression@bristol.ac.uk.

You must do this within 14 days of receiving the Local Stage response to your formal complaint.

What to expect

Complaints are reviewed within 35 days by a Complaint Review Panel or Complaint Review Officer.

They will write to you with a decision within 3 weeks of the panel meeting. The decision might be:

  • to dismiss your complaint
  • to refer it back to the original decision maker with recommendations for resolution
  • to ask a committee to consider your complaint.

If you are unhappy with the outcome of your complaint at the University Stage, you can ask The Office of the Independent Adjudicator for Higher Education OIA (HE) to review your complaint.

You have 12 months from getting the University Stage outcome to ask the OIA to review your complaint.

Support with making a complaint

  • Contact the Bristol SU advice team for advice and guidance on making a complaint.
  • You can also request mental health support from the University's wellbeing service.
  • If a parent, relative, or friend ("supporter") writes to us to make a complaint on your behalf, we need your consent to respond.