STUDENT HANDBOOK

Academic Year: 2019/2020

Welcome from the Director for Academic Quality and Student Experience

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Table of Contents

Welcome from the Director for Academic Quality and Student Experience ......................................................................... 3
Our Vision and Values ................................................................................................................................................................................ 4
Our vision ............................................................................................................................................................................... 4
Our values ............................................................................................................................................................................. 4
What the University Offers You ............................................................................................................................................................... 5
Equality, Diversity and Inclusion for Students ................................................................................................................................... 7
Code of Conduct ........................................................................................................................................................................................ 8
What we expect from you ................................................................................................................................................. 8
What you can expect from us .......................................................................................................................................... 8
Student Support........................................................................................................................................................................................... 9
iCentre .................................................................................................................................................................................. 10
Your Personal Development Tutors (PDT) ................................................................................................................. 10
Student Welfare ................................................................................................................................................................ 10
Employability ...................................................................................................................................................................... 10
Student Union .................................................................................................................................................................... 11
Wellbeing ............................................................................................................................................................................ 11
Good Academic Practice ....................................................................................................................................................................... 12
Assessment .................................................................................................................................................................................................. 12
Assignments ....................................................................................................................................................................... 12
Examinations ...................................................................................................................................................................... 13
Presentations ...................................................................................................................................................................... 14
Assessment Failure ........................................................................................................................................................... 14
Re-assessment ................................................................................................................................................................... 14
Mitigation ............................................................................................................................................................................. 15
Extensions ........................................................................................................................................................................... 15
Assessment Offences ............................................................................................................................................................................... 17
Plagiarism ............................................................................................................................................................................ 17
Collusion .............................................................................................................................................................................. 17
Cheating ............................................................................................................................................................................... 18
Student Voice ............................................................................................................................................................................................. 19
Completion of Feedback Forms .................................................................................................................................... 19
Module Evaluation Questionnaires ............................................................................................................................... 19
Student Representation .................................................................................................................................................. 20
Health and Safety ..................................................................................................................................................................................... 21
Fire ......................................................................................................................................................................................... 21
First Aid ................................................................................................................................................................................ 21
Smoking ............................................................................................................................................................................... 21
Student Complaints ..................................................................................................................................................................................22

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Welcome from the Director of Academic Quality and Student
Experience

I would like to extend a warm welcome to you in becoming part of the ARUL community!

A university is a community of people, academics, administrators and students who are dedicated to
the learning and application of new knowledge in a professional capacity. We place emphasis on
critical thinking and the advancement of knowledge through developing the ability to learn in a
supportive environment.

The relationship between you, the student, and the University as it relates to the student experience
is mutually dependent. The quality of your University experience is as much the effort and initiative
that you put into your learning as it is the teaching and facilities provided for you. At ARUL, we provide
opportunities, not simply facilities and services, though we work hard to ensure that these are of a
high standard. We wish you to have the best learning and student experience that you can look back
on fondly in the future years. Working together, this is very possible.

I wish you every success in your studies!

Charles O’Dean
Director of Academic Quality and Student Experience

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Our Vision and Values

Our vision

Transforming lives through innovative, inclusive and entrepreneurial education and

research.

Our values

Ambition
We are determined to achieve our goals and continually strive to enhance our University for
the benefit of all.

Innovation
We will apply our collective and individual creativity to conceive and develop new ideas,
implementing them for the benefit of the communities we serve.

Courage
We are bold in taking the decisions we feel are right, even when it is difficult to do so.

Community
We greatly value working collaboratively, supporting each other and helping everyone to
achieve their potential.

Integrity
We do what we say we will do and are fair and transparent in our decision-making and
actions.

Responsibility
We take decisions and act in a way which respects environmental, societal and economic
considerations, and which best supports those who study and work with us.

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What the University Offers You

At ARU London, we strive to offer the very best educational experiences for all our students.
We serve a range of students with widely differing social, cultural and economic
backgrounds. It is essential that we maintain our reputation for providing for a diverse student
group, to the highest standards, whilst continuously seeking improvement in the pursuit of
excellence. In aiming to ensure that we continue to provide learning and teaching of the
highest quality, we are committed to the following principles and hallmarks of best practice:

Equality and Entitlement

All students have access to appropriate learning opportunities regardless of their personal
circumstances or backgrounds. Inclusive practice is of fundamental importance to all tutors,
teaching teams and school staff. All staff constantly seek to improve access for our students.

Professional Standing

We ensure that skilled and qualified staff provide tuition to students. All tutors undertake
regular continuing professional development both to keep abreast of changes in their
subject and to enhance their teaching skills.

Differentiated Learning

Academic programmes and activities are effectively planned so as to build upon previous
academic achievements and to meet curriculum requirements. Induction programmes help
students to understand their chosen course programme and commitments. All students are
challenged whilst being supported appropriately. Learning activities acknowledge personal
experience gained in a range of educational settings and students are encouraged to reach
their individual potential.

Progress Monitoring

Regular checks are made of students’ progress and students are able to monitor their own
progress too. Constructive feedback is given to students on their efforts and achievements.
Detailed records are kept of student progress (class tests, assignments and examinations,
attendance and punctuality). Students are expected to achieve 90% attendance or better.
Students will be advised when progress is falling behind.

Academic Standards

Only students’ work that is of the required standard will be approved. The requirements of
qualifications and awards are interpreted consistently. Systems for standardising,

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moderating and verifying the quality of students’ work are in place for all courses and
consistently applied.

Continuous Quality Improvement

There is continuous monitoring to assure and improve the quality of tuition and assessment.
Scheduled class sessions are evaluated including observations of class tuition and
workshops.

Student Voice
We are always seeking to improve our programmes. Surveys of students’ views are made at
the end of each semester via the Student Feedback Form. Students also have the
opportunity to comment on our facilities and support structures, as well as at the end of their
programme of study. We actively encourage student representative participation on various
boards and committees.

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Equality, Diversity and Inclusion for Students

Anglia Ruskin University celebrates its inclusive and diverse student community and we want
to make sure that your educational experience here is a positive one.
We take our equality duties very seriously and aim to promote inclusion in all our activities.
The Equality Act 2010 protects people from discrimination on the grounds of sex, race,
disability, sexual orientation, religion/belief, age, gender reassignment, marital or civil
partnered status, and pregnancy and maternity. These are known as the protected
characteristics.

Under the Act's general duties, we work to eliminate unlawful discrimination, harassment
and victimisation, advance equality of opportunity and foster good relations between
members of the Anglia Ruskin community. On a day-to-day level, we aim to be as inclusive
as possible in everything we do.

We want all of our students to be able to work, study, and live in a safe and supportive
environment. If you experience hateful, sexually violent, harassing or discriminatory
behaviours whilst studying, you can talk to us about it. If you are unsure if you have
experienced one of these, our Code of Conduct in the Rules, Regulations and Procedures
sets out the behaviours which are not acceptable within our University community.

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Code of Conduct

The purpose of our Code is to:

• prioritise the protection of our students and staff, whilst upholding dignity and
respect for all when misconduct occurs.
• provide clarity about the behaviours which are not acceptable within our University
community.
• foster a culture where everyone in our community feels safe, valued, and respected.

What we expect from you

As a student you need to:

• respect and observe our rules and regulations,;

• co-operate in the running of the University through our academic, administrative,
sporting, social or other activities;
• help us to meet our obligations in respect of immigration law;
• act with honesty and integrity in undertaking your studies and assessment
• respect the rights and privacy of others;
• respect the University’s commitment to the freedom of speech;
• respect the property of the University and that of students, employees and visitors;
• behave in an orderly manner in your academic and recreational activities on and off
campus, in University accommodation, and in your daily life;
• represent the University in a manner that best promotes its reputation;
• take shared responsibility for your guests when on University premises and when
engaging in University activities;
• take appropriate action when you see others acting inappropriately, which may
include bringing it to the attention of the University rather than intervening yourself;
• follow the relevant standards when undertaking professional training and
undertaking organised sporting activities.

What you can expect from us

Throughout the course you may expect to:

• be treated fairly and with respect;

• receive a high standard of teaching, training and assessment;
• receive help and support in developing the skills needed for successful completion
of your studies;
• have clear guidance and explanations of the assessment procedures;
• have assessment, assignments and coursework marked fairly and returned with
appropriate comments within an agreed timescale;

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• be able to discuss personal progress with appropriate course staff.
• have the opportunity to express views on quality of teaching, services and facilities;
• receive guidance on careers and future progression routes;
• have access to the learning resources you need to support your studies;
• have access to personal guidance and support;
• have access to learning support where appropriate.

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Student Support

iCentre

Our Information Support Officers deal with non-technical aspects of your study and can be
emailed on iCentre@lca.anglia.ac.uk for a response. Most services can be accessed through
the VLE so please have a look here first before contacting the iCentre.

iCentre can help you with the following:

• Arranging appointments for you to meet with Personal Development Tutor
• Issuance of letters
• Updating your personal details
• Notifying you in the event that a class has been rescheduled.

Your Personal Development Tutors (PDT)

Your PDT is an academic who is there to support and advise your regarding all matters
which may affect your student life. Appointments to see your PDT can be made at the
iCentre, but you may prefer to contact your Personal Development Tutor directly. Your
Personal Tutor will meet you during the Welcome Week and let you know how he or she
may be contacted.

Student Welfare

If you require specific support because of a disability, medical condition or learning difficulty,
you must register this request ideally within the first two weeks of your classes. If you require
specific examination arrangements, these must be registered no later than ten weeks before
the first examination. Requests made after this date cannot be guaranteed.
Any request must be accompanied by appropriate medical evidence, an educational
psychologist's report or other evidence from a qualified person. Contact the iCentre for an
appointment with a Welfare Officer and for further information. Alternatively, you can e-mail
studentwelfare@lca.anglia.ac.uk.

Employability

We take great pride in giving students the tools to prepare for the world of work with the
necessary academic knowledge, industry exposure and those all-important transferable
skills. ARU London students are challenged to develop their work ethic, tune their analytical
and problem-solving abilities and make their ambitions a reality.
Research suggests that employers find that many UK graduates are not yet ready for the
world of graduate work. With this in mind, all our undergraduate degree courses include a
module Professional Skills to help build upon vital attributes, all of which contribute towards
ensuring a successful future career.

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Our scheduling of lectures and tutorials optimise the chance of meaningful part-time work.
A part-time (voluntary) job in the right sector can help hone your understanding of business
and help develop the graduate skills employers want to see upon graduation.
Once you are a student you will be able to access the CareerZone area of the VLE. It is full of
resources to help you discover career options, plan how to get there and make the best first
impressions on employers.

The Employability Scheme is designed to help you build and improve your employability
skills and prepare you for the graduate job market

ARU London is proud to offer a successful Employability Scheme for all its students.
Throughout the year, the team organises the “Employability Passport” programme to help
enhance employability skills such as: CV workshops, interview preparation, Introduction to
LinkedIn and your personal brand to name a few.
These sessions are open to all students at any time, come along to an Introductory session.
Timetables can be collected from the ICentre at the beginning of each semester.

For further advice on ARU London Employability Scheme, please write to

employability@lca.anglia.ac.uk.

You can also access support on how to improve your job prospects through the VLE section,
‘My Career Management’. Below are some of the areas covered:
• Understanding a Job Advertisement
• Writing an Effective CV
• Writing an Effective Cover Letter
• Developing Interviewing Skills
• How to Network
• Time Management

Student Union

Student Union is a charity that supports students through university and exists to make your
experience the best it can be.
Student Union can give you free, independent advice and representation. Independent from
the University, Student Union offers non-judgmental support
For more information, visit www.angliastudet.com/London.

Wellbeing

Your wellbeing is very important. If you are going through something difficult, or just not
feeling quite right, come and talk to a member of our Wellbeing Team. You are not alone.
Depending on your needs, our Wellbeing Team can provide you with support by a
Wellbeing Adviser or a Mentor (Academic or Wellbeing)., or you may be referred to our
Welfare Team, if needed.

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Good Academic Practice

Our Academic Honesty Policy states that:

'To be honest in your work you must acknowledge the ideas and work of others you
use, and you must not try to get an advantage over others by being dishonest. . . . You
can show good practice when you do your work independently, honestly and in a
proper academic style, using good referencing and acknowledging all of your
sources. ' (Anglia Ruskin University, Academic Honesty Policy, 2014).
Students at Anglia Ruskin University also agree to abide by mutually agreed
standards outlined in the Student Charter.
Anglia Ruskin University takes a formative approach to the development of good
academic skills which will help students avoid assessment offences such as
plagiarism.
There are University Library resources on information and referencing skills,
and study support help available. Statements on our expectations regarding
academic honesty are included in module guides and student handbooks.

Assessment

All the rules regarding the assessment of students’ work are laid down in the
Academic Regulations. To find out how each module is assessed, please consult
your Module Guides. These are published in My Modules area of the VLE at the
start of the semester.

Assignments

All written assignments are submitted through Turnitin. A step-by-step Turnitin

Submission Guide is available in My Support, area of the VLE.
The deadlines for all written assignments are published on the VLE with a due date
and time for final submission recorded on the relevant assignment brief.
You are required to submit your written assignment(s) online via Turnitin by 14.00
on the day of submission. Unless stated otherwise on the assignment brief, all
your assignments should be submitted online. You must put your Student ID
number (SID) as the submission title. Your assignment should be marked
anonymously, so do not use your name to identify yourself, only your SID.
You will be enrolled automatically for Turnitin if your subject is assessed through
an assignment.

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Work can be submitted up to 5 days late (without authorised extension) but can
only obtain a pass grade of 40% if it is of a suitable standard. Do not leave it until
the last minute to submit your work – the Turnitin system becomes extremely
busy and can be slower during the period of the deadline.
You are requested to keep a copy of your work. Academic staff cannot accept
work directly from you. We will provide detailed feedback on your performance
for all your assignments. For through Turnitin and your feedback will relate to the
achievement of the module’s intended learning outcomes and the assessment
criteria.

Examinations

Where a module is assessed by an examination, you will receive a docket,

informing you of the time and location of the examination. Examination dates will
be published one month in advance of the assessment period and available to
view in the Examination Information area of the ARU London VLE.
Examination scripts are retained by ARU London and are not returned to students.
However, you can access feedback on student general performance by in
examinations by visiting the VLE for the Examination Report in your subject.

Please note that students are responsible for checking the examination timetable
to find out their own personal schedule of examinations, even though we do
produce customised examination timetables (dockets) for individual students. If
you are unsure about which of your modules include an examination you can find
out by checking:

• The Module Guide for each module

• Your e-Vision account (please note e-Vision merely provides information on the
week when an examination is due to be held.)

Examinations Results

Information on how to find out your results is available via our results section. This
webpage does not provide information on results for Examinations or other forms
of assessment task. These are available via e-Vision in accordance with the official
dates for the publication of results. To understand your transcript and e-vision
record, consult the easy to use Guide to Your Results document.

Conduct of Anglia Ruskin's Examinations

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Section 6 of the Academic Regulations governs the conduct of all examinations
held in Anglia Ruskin's name at all locations (including overseas) and students are
strongly advised to ensure they are fully aware of these regulations prior to the
beginning of the examination period.
Details on regulations are available Anglia Ruskin's Academic Regulations.

Presentations

On occasion, you will be required to make a presentation, either on your own or as

a member of a group. Presentation times and group allocations will be published
on the VLE, on the relevant module page by your module tutor. All presentations
will be video recorded for the purposes of moderation.

Assessment Failure

A student must complete all assessments for which he or she is registered. If the first
attempt is missed without approved mitigation or extension, the attempt becomes a re-
sit. Exceeding two re-takes on the programme will result in discontinuation.

Re-assessment

Where a student fails a module, the University will take an academic view as to
whether the student will have to repeat that module with or without attendance.
Whilst we hope that all our students are successful in all the assessment tasks
they complete, on occasion some students fail a module and are therefore given
one opportunity to re-sit the assessment. In these circumstances, your e:Vision
record will tell you which modules you have failed and what it is you have to do to
retrieve that failure, e.g. write a new piece of coursework, etc. The e-Vision will
also tell you when this has to be completed.

It is your responsibility to make sure you are aware of any re-sit requirements, the
exact details of the re-assessment and when it will take place, e.g. the submission
deadline or the period for any examination.

Please note that the overall mark for any module which you pass after you have
been re-assessed will be capped at 40%.

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Mitigation

You can submit a mitigation claim, if you believe that there are serious sudden and
unforeseen circumstances which were beyond your control, e.g. illness, which
either:
• prevented you from undertaking an assessment task, e.g. you were unable
to attend an examination, give a presentation or submit a coursework
assignment; or
• impaired your performance when undertaking an assessment task, e.g. you
became ill during an examination.

All mitigation claims must be submitted by using the official form, which is
available from the iCentre and on VLE. Claims must be supported by documentary
evidence, e.g. a doctor’s letter. Prescriptions and letters from friends are not
acceptable. You will also not be allowed to continuously mitigate on the same
reason.
The deadline for all claims is five working days after the relevant examination
date/presentation date/assignment submission date.
All claims for mitigation are considered, in confidence, by a Mitigation Panel, which
makes a formal decision on the outcome of your claim.
A successful mitigation claim means that any mark you achieved for the
assessment task in question will be cancelled1 and you will be given another
opportunity to undertake the assessment task in the future, at a time determined
by ARU London.
You may submit a mitigation claim beyond the five (5) day deadline. This is Late
Mitigation and your reason with supporting evidence for the lateness is just as
important as the reason due to which you are mitigating. It is better not to use the
late mitigation route if possible.

Extensions

Short-term extensions

A student may request an extension to a submission deadline when circumstances

outside the student’s control have arisen which prevent submission or are likely to
result in significant underperformance if the original deadline is enforced. Students
must submit their request to the Welfare Officer before the submission deadline.

1 The mark is not cancelled when considering mitigation where a student has made a late assignment submission (within 5
working days of the original deadline). In some circumstances, the Panel may remove the cap and award the full mark.

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The Director of Studies or nominee has the authority to approve extensions of up
to ten, working days. The request should be supported by relevant evidence.

The following are acceptable reasons for such a request:

• short-term illness;
• a short-term illness of any person for whom the student has a responsibility
for care;
• authorised absence from ARU London;
• an enforced change in employment circumstances for which only short
term notice was given;
• other reasons considered acceptable by the Director of Studies or nominee.

The following are not acceptable reasons for such a request:

• academic workload;
• misreading the instructions on submission deadlines in the Module
Guide/timetable;
• computer, disc, printer or any other technical failure for which the student is
responsible (students should ensure that they keep a back-up copy of their
work);
• unauthorised absence from ARU London (e.g. holiday taken during teaching
weeks).

Long-term extensions

Long-term extensions of up to one year are considered and approved if, in the
view of the Director of Studies (or nominee), the student is experiencing significant
personal or professional difficulties and use of other measures would:
• result in significant disadvantage to the student's academic performance
and /or ability to complete his/her studies;
• exacerbate an existing health problem or result in additional stress related
problems;
• fail to address the underlying problem or issue which is unpredictable in
nature.

Long-term extensions are viewed as exceptional solutions and are used only in
circumstances where the Director of Studies is confident that the individual case
merits such action. All long-term extensions are considered on a confidential
basis.
Long-term extensions will normally result in International students returning to
their home country for the period of the extension.

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Assessment Offences

You are reminded that any work that you submit must be your own. When you are
preparing your work for submission, it is important that you understand the various
academic conventions that you are expected to follow in order to make sure that
you do not leave yourself open to accusations of plagiarism (e.g. the correct use
of referencing, citations, footnotes etc.) and that your work maintains its academic
integrity.

Plagiarism

Plagiarism is theft and occurs when you present someone else’s work, words,
images, ideas, opinions or discoveries, whether published or not, as your own. It is
also when you take the artwork, images or computer-generated work of others,
without properly acknowledging where this is from or you do this without their
permission. It is most likely to happen in coursework, assignments, portfolios,
essays, dissertations and so on.

Examples of plagiarism include:

• directly copying from written work, physical work, performances, recorded
work or images, without saying where this is from;
• using information from the internet or electronic media (such as DVDs and
CDs) which belongs to someone else, and presenting it as your own;
• rewording someone else’s work, without referencing them; and
• handing in something for assessment which has been produced by another
student or person.

It is important that you do not plagiarise – intentionally or unintentionally – because

the work of others and their ideas are their own. There are benefits to producing
original ideas in terms of awards, prizes, qualifications, reputation and so on. To
use someone else’s work, words, images, ideas or discoveries is a form of theft.

Collusion

Collusion is similar to plagiarism as it is an attempt to present another’s work as

your own. In plagiarism the original owner of the work is not aware you are using
it, in collusion two or more people may be involved in trying to produce one piece
of work to benefit one individual, or plagiarising another person’s work.
Examples of collusion include:
• Agreeing with others to cheat;
• Getting someone else to produce part or all of your work;
• Copying the work of another person (with their permission);

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 • Allowing another student to copy your own work.

Many parts of university life need students to work together. Working as a team,
as directed by your tutor, and producing group work is not collusion. Collusion
only happens if you produce joint work to benefit of one or more person and try to
deceive another (for example the assessor).

You can get advice on how to use honestly the work of others in your own work
from the library website and your lecturer and tutor.
If you are not sure whether the way you are working meets our requirements, you
should talk to your personal tutor or other member of academic staff. They will be
able to help you and tell you about other resources which will help you develop
your academic skills.

Cheating

Cheating is when someone aims to get unfair advantage over others. Examples of
cheating include:
• taking unauthorised material into the examination room;
• inventing results (including experiments, research, interviews and
observations);
• handing your own previously graded work back in;
• obtaining an examination paper before it is released;
• behaving in a way that means other students perform poorly;
• pretending to be another student; and
• trying to bribe members of staff or examiners.

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Student Voice

ARU London values the views of its students and encourages feedback that can
assist in improving the services that it offers to all students. To this end there a
number of formal ways in which student feedback is sought as follows:
• Completion of a module feedback form at the end of each module taught
• Completion of a course feedback form at the end of your programme of
studies
• Through student representatives attending the Student Staff Liaison
Committee (SSLC) and the Academic Board Meeting both of which are held
once a semester.

There are also numerous opportunities for informal feedback through discussions
with your Lecturers and the Academic Director.

Completion of Feedback Forms

You are strongly encouraged to complete these forms when asked. We cannot
improve our service to you and your colleagues unless we know what you think
and do remember to complement good practice as well as to critique areas that
may cause dissatisfaction.

Module Evaluation Questionnaires

An evaluation questionnaire will be circulated in class at the end of each module.

The results of these questionnaires will be reviewed by the Academic Director and
then discussed with the Director of Studies and lecturers. The responses are also
integrated into the quality monitoring procedures of ARU London. Please ensure
that you use this opportunity to become part of our quality monitoring procedure.
It is a requirement of the programme that all students complete and return their
questionnaire at the end of each module.
The views of students are considered extremely important to the successful
running of the programme and may significantly influence your study experience
at ARU London. The results of the feedback will be made available to students on
the notice boards within the college.

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Student Representation

At ARU London, your opinions matter. We are committed to listening to our

students and taking their views into account in the development of our course and
their delivery.
The University regularly conducts surveys and student representatives sit on a
number of ARU London's Committees. ARU London’s Student Council serves as
the official student voice. Chaired by the President, who is elected from amongst
the student representatives, the Council has the specific responsibility of
representing the interests of the student body and of communicating any issues
raised by faculty or administration to students.
Sitting on the Student Council also builds key business skills for students:
communication methods, formal meetings, minutes and decision making. This all
adds to a graduate’s CV and goes some way to explaining the popularity and
competition for places.

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Health and Safety

Fire

Upon hearing the fire alarm, it is the responsibility of each lecturer and Fire
Marshall to ensure that the premises under their respective control be evacuated
quickly, calmly, and completely. Ensure that all doors are closed. Everyone must
leave the building, Do not stop to collect your belongings. Make your way to the
designated assembly point on Saffron Hill. Do not stand near the building and do
not re-enter the building until a member of staff has told you it is safe to do so.
Fire-fighting should always be a secondary consideration to building evacuation.
It should be attempted only if the fire in question can be extinguished with ready-
to-hand and appropriate equipment and especially, only if there is no danger of
the evacuation route being cut off.

Fire-fighting equipment that has been used should be reported to the Facilities
Director, so that it can be replaced or recharged.

First Aid

There are trained First Aid personnel on duty at all times. First aid emergencies
should be directed through the iCentre, who will contact the First Aider on duty.

Smoking

ARUL is committed to securing a healthy and safe environment for staff, students
and visitors. To this end, the school smoking policy has made all of the enclosed
campus areas smoke-free. The arrangements also include provisions for
managing the areas where smoking takes place to ensure that the effect on non-
smokers is minimal. Students or staff must not smoke directly outside the
entrances to any of the ARU sites.

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Student Complaints

ARUL seeks to maintain high standards in its provision of courses, services and
facilities to students. The university has established its student complaints
procedures to deal with legitimate complaints from students in a fair, prompt and
efficient manner. All complaints will be dealt with without recrimination and no
student will be disadvantaged on account of raising a complaint. Students may
complain individually or collectively, where appropriate. Complaints will be
investigated objectively. Anonymous complaints will not be accepted.
Please visit the VLE for a copy of the Student Complaints Policy, which explains
the process in greater detail.
All complaints will be dealt with constructively and the student will be informed of
the outcome. Where a complaint is upheld, the university will make an appropriate
response including taking any necessary corrective action.
A student may seek advice from the Information Desk when making a complaint
and may be accompanied by another student or a representative in any meeting
that takes place in connection with a complaint he/she has lodged. However,
under no circumstances may the student be represented by an external
organisation.

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