2. Scope

This procedure applies to all enrolled students and covers complaints concerning:

• Teaching delivery and academic support
• Assessment administration and feedback processes (excluding academic appeals)
• Student support services
• Facilities and resources
• Administrative services

3. Principles

• Complaints will be handled promptly, fairly, and impartially.
• Clear and accessible information on complaints procedures will be provided to all students.
• Students will not suffer disadvantage for raising a complaint in good faith.
• Confidentiality will be maintained, subject to proper investigation requirements.
• All stages will follow defined timelines to ensure timely resolution.
• Decision-making will be independent at each stage where escalation occurs.

4. Roles and Responsibilities

• Administrative Office: Maintains records and ensures communication with students.
• Lecturer / Course Tutor: First point of contact for informal complaints relating to teaching and course delivery.
• Course Coordinator / Deputy Programme Director: Responsible for resolving escalated informal concerns and supporting Stage 2 investigations.
• Complaints Officer: Responsible for receiving, acknowledging, and administering formal complaints.

Appellate Board: The Appellate Board shall consist of three members:

1. Principal – Chair of the Board;
2. Programme Director:
   • Where the complaining student is enrolled in a University of London (UOL) programme, the PU Programme Director shall serve;
   • Where the complaining student is enrolled in a Punjab University (PU) programme, the UOL Programme Director shall serve;
3. Student Representative nominated jointly by:
   • Student Council
   • PCL Moot Court Council
   • PCL Dignity Rights Society
   • PCL Women and Law Society

5. Stages of the Complaints Process

Stage 1: Informal Resolution

Students are expected to raise concerns informally in the first instance.

• Raise issue with Lecturer, Course Tutor, or administrative staff.
• May be escalated to Course Coordinator or Deputy Programme Director.
• Resolution through discussion or corrective action.

Timeline:

• Within 10 working days of issue
• Resolution within 5 working days

Outcome: Closed if resolved, otherwise proceed to Stage 2.

Stage 2: Formal Written Complaint

• Submit written complaint to Complaints Officer
• Include issue, dates, evidence, steps taken, desired outcome

Acknowledgment: Within 3 working days

Investigation: Conducted by impartial investigator

Timeline:

• Outcome within 10 working days
• Extension up to additional 10 days if needed

Outcome: Decision with reasons and corrective measures.

Stage 3: Review / Appeal

Grounds include:

• Procedural irregularity
• Unreasonable decision
• New material evidence

• Submit request within 5 working days
• Appellate Board meeting within 1 week

Timeline: Final decision within 10 working days

Outcome: Final decision concludes internal process.

6. Record Keeping

• All complaints documented
• Secure storage per data protection policies
• Anonymised data for reporting

7. Monitoring and Continuous Improvement

• Periodic review by Principal and Programme Directors
• Used for policy updates and service improvements

8. Publication and Accessibility

• Published in Student Handbook
• Available on official website
• Explained during student induction