APPENDIX 6 COMPLAINTS PROCEDURE 1. SCOPE AND PURPOSE 1.1. This complaints procedure is available to all students and groups of students at Writtle College who: 1.1.1. are dissatisfied in their dealings with the Union; or 1.1.2. claim to be unfairly disadvantaged by reason of having exercised their rights not to be members of the Union or to signify that they do not wish to be represented by a representative body. 1.2. The purpose of the procedure is to enable such complaints to be dealt with promptly, thoroughly and fairly. Any complaints about Writtle College itself, rather than the Union, will not be dealt with under this procedure. 2. INFORMAL COMPLAINTS It should be possible to resolve most complaints informally. The complainant should first approach an elected officer of the Union other than the President and explain the problem. The officer may be able to deal with the situation there and then. If not, the officer should explain what action (if any) will be taken and give an indication of the timescale for such action. The timescale should not be longer than two weeks and if there is a delay for any reason, the officer should explain the delay and give an indication of the revised timescale. 3. FORMAL COMPLAINTS 3.1. If, in the complainant’s view, the informal approach has not provided a satisfactory response within four weeks, a formal complaint should be made in writing to the President of the Union. 3.2. The complaint should explain the problem and set out any action which the complainant wishes the Union to take. 3.3. The complaint will be acknowledged within one week of its receipt by the President. 3.4. The President will arrange for the matter to be investigated and, if appropriate, may consult with the Vice-President. 3.5. A response to the formal complaint will be sent by the President to the complainant within three weeks of the receipt of the formal complaint by the President. The response should include details of any proposed action arising from the complaint and the likely timetable for any such action. 3.6. If the President concludes that the complaint is not justified, the response should include reasons for the conclusion reached. 4. INDEPENDENT INVESTIGATION 4.1. If the complainant remains dissatisfied after four weeks of the receipt by the President of the formal complaint, the complainant may before receiving any response to the formal complaint or within two weeks after having received such a response, apply to the President to have the matter independently investigated.
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