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Complaints

In accordance with Bye-Law 15: Complaints

  • 1 Any student or group of students dissatisfied with the Union has the right to make a complaint. All complaints will be dealt with fairly and promptly.
  • 2 Informal Complaints
    • 2.1 A student/group should bring the matter to the attention of the VP Student Activities, GSU President, or member of the Activities Team. This may be in person or in writing. If a complaint is made to a member of the Student Media Student Media Group Leadership Team, they should acknowledge the information, and direct the complainant to one of the individuals above.
    • 2.2 The recipients of informal complaints are responsible for responding to them promptly and fairly. This should normally be done within seven working days of receiving the complaint. If further consultation is required, it will be brought to the Societies Executive committee.
    • 2.3 Any appeals to the handling of the complaint should be taken to the VP Student Activities.
  • 3 Formal Complaints
    • 3.1 If the complaint has not been satisfactorily resolved informally or if the nature of the complaint is serious, the complainant has the right to raise the matter as a formal complaint. Formal complaints may be made about a service or an individual or group within the Union.
    • 3.2 A formal complaint must be made in writing by completing a standard complaint form, available on the Union website. If a formal complaint is stated in person, the recipient must direct them to the complaint form.
    • 3.3 Complaints will be valid the complainant:
      • Provides details of their name, address and telephone number
      • Provides details of the event or occurrence giving rose to the complaint
      • Raises the complaint within 15 working days of the occurrence giving grounds for complaint, unless there are exceptional circumstances.
    • 4 Making a Complaint
      • 4.1 A formal complaint must be made in writing by completing a standard complaint form available on the Union website (https://www.greenwichsu.co.uk/complaints/)
      • 4.2 All complaints must be addressed to the Chief Executive, who may delegate responsibility for dealing with the complaint to an appropriate person or panel.
      • 4.3 Complaints will be considered valid if the complainant:
        • Provides details of their name, address and telephone number
        • Provides details of the event or occurrence giving rise to the complaint
        • Raises the complaint within 15 working days of the event or occurrence giving grounds for complaint, unless there are exceptional circumstances.
      • 3.4 All valid complaints will be investigated within 15 working days of receipt
      • 3.5 Student media should have the complaints process made clear on their website and any publication
    • 5 Apologies and copies of them should be retained by both the publication/broadcaster and GSU.