# Student complaints

**Source**: https://www.qmul.ac.uk/governance-and-legal-services/student-appeals/complaints/
**Parent**: https://www.qmul.ac.uk/careers/about/what-we-offer/

A student who wishes to make a complaint about academic or non-academic matters they experience during their time at Queen Mary may do so under the Queen Mary Student Complaints Policy. The student complaints process is made up of two stages - Formal Complaint and Complaint Review.

[Student-Complaints-Policy.pdf](https://www.qmul.ac.uk/governance-and-legal-services/media/dgls-media/policy/current-policies/Student-Complaints-Policy.pdf)

### Informal Resolution

Queen Mary encourages students to attempt an informal resolution wherever possible. Further details on how they can go about this are available in the Student Complaints Policy.

### Formal Complaint

The first formal stage of the Queen Mary student complaints process is a Formal Complaint. If a student wishes to submit a Formal Complaint, they can use [AskQM](https://askqm.qmul.ac.uk/ "AskQM") to do so. Log into AskQM, and select 'new enquiry' then choose Appeals and Complaints as the enquiry category followed by 'Formal Complaint' as the subcategory.

### Complaint Review

If a student is unhappy with the outcome of their Formal Complaint they may request a Complaint Review. If a student wishes to submit a Complaint Review, they can use [AskQM](https://askqm.qmul.ac.uk/ "AskQM") to do so. Log into AskQM, and select 'new enquiry' then choose Appeals and Complaints as the enquiry category followed by 'Complaint Review' as the subcategory.

Please note that if you have a concern regarding assessment, progression of award this should be submitted as a Formal Appeal; you can find information about how to appeal on the [Appeals webpage](https://www.qmul.ac.uk/governance-and-legal-services/student-appeals/ "Use alt + click to follow the link").

Students are strongly advised to seek informal resolution of their concerns where possible.

### Advice

For independent and confidential advice about their complaint, students can get advice from Annie Mitchell who is the Advocacy and Representation Manager in Queen Mary’s Students’ Union: [a.c.mitchell@qmul.ac.uk](mailto:a.c.mitchell@qmul.ac.uk) (please note Annie is a staff member of QMSU, not a student officer).

**Queen Mary staff should contact the Appeals, Complaints and Conduct Office directly if they require any assistance with the student complaints process.**