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Teesside University Students’ Union

COMPLAINTS PROCEDURE 1. Any Ordinary Member, or student eligible for Ordinary Membership but who has exercised the right not to be a member in accordance with the Education Act 1994, shall be entitled to complain about unfair treatment by the Students’ Union. A complaint may not be made during a disciplinary or other process about the process or the Officers and/or staff involved in the process. Procedure 2. Complaints shall be dealt with in accordance with the following procedure:

3.

2.1

Complaints shall be submitted in writing to the Chief Executive who shall pass it to a Students’ Union Officer to respond. If the complaint relates to the Officer Trustees, an External Trustee will respond and take the place of an Officer Trustee. The Officer Trustee, in conjunction with the Chief Executive will provide a written response within 15 days of the receipt of the complaint. If the complaint relates to an employee of the Students’ Union it shall be investigated in accordance with the policies of the Students’ Union.

2.2

If the complainant or complainants are not satisfied with the response from the Officer Trustee, they may request that the Officer Trustee convenes a Complaints Panel, outlining the reason that the response of the Officer Trustee is not acceptable. Such a request should be submitted in writing within 10 days of receipt of the response.

The Officer Trustee should be required to convene a Complaints Panel within 15 days of receiving a request to do so in accordance with 2.2 above. The Panel shall consist of 3 Ordinary Members who are not Officer Trustees. The Officer Trustee shall arrange for a member of the staff of the Students’ Union to attend to record the proceedings.

4. The Panel shall operate in accordance with the following procedure: 4.1. Appoint a Chair from within the membership of the Panel. 4.2. Receive copies of the complaint, the response of the Officer Trustee, and the request for a Panel meeting. 4.3

The complainant shall present the details of the complaint and may be accompanied by a friend not acting in a professional capacity.

4.4

The complainant may then be questioned by members of the Panel, and by the Officer Trustee.

4.5

The Officer Trustee shall present the response to the complaint.

4.6

The Officer Trustee may then be questioned by members of the Panel, and by the complainant.

4.7

Further information may be considered in writing, or from other persons attending at the request of the complainant or the Officer Trustee. Such information shall be open to comment by the complainant or the Officer Trustee.

4.8

The complainant and the Officer Trustee shall be given the opportunity to make a closing statement, which shall not introduce new information.

4.9

The complainant and the Officer Trustee shall then withdraw and the panel shall decide on the complaint.

5. If the complaint is upheld, the panel shall be empowered to require any Officer, official, or committee of the Students’ Union to take action to remedy the complaint. Version 3.4 – November 2019


Teesside University Students’ Union

6. The complainant and Officer Trustee shall be notified in writing of the decision of the panel within 5 days of the meeting. 7. If the complainant or Officer Trustee is not satisfied with the decision of the panel, s/he may appeal to the University Secretary who shall ensure the complaint is considered in accordance of Stage 4 of the Teesside University Complaints Procedure. 8. If the complainant or Officer Trustee is not satisfied with the decision of the outcome of the Stage 4 investigation s/he may appeal in accordance with the University Complaints Procedure to an independent person appointed by the University Board of Governors, whose decision shall be final. 9. The Students’ Union shall ensure that records of the complaint are kept for six years following completion of the complaint procedure and are available in the event of an appeal or appeals

Version 3.4 – November 2019

Profile for Teesside University Students' Union

Complaints Procedure  

Complaints Procedure