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Complaints Procedure

Customer Complaints Policy

UPSU is committed to delivering a high quality service and we encourage customers to advise us when there is cause for concern and a case for improvement.

Objectives of the complaints policy

1. To provide dissatisfied customers with a mechanism for seeking redress
2. To provide feedback to enable us to review our performance and to continually improve our service

What is a complaint?

A complaint is whenever a customer expresses dissatisfaction with the service they have received. However, most complaints will be concerned with relatively minor, everyday matters which can be resolved informally with the person(s) directly concerned therefore, we recommend you try and resolve your problem directly and informally with the department in question before proceeding with an official complaint.

After contacting the department directly, you still feel that the issue cannot or has not been resolved and wish to proceed with a formal complaint. Therefore, this policy defines a formal complaint as ‘a problem not resolved by informal means or one too serious to be dealt with informally’.

What to do if you wish to make a formal complaint

If your problem cannot be resolved at the point of origin then you should put your complaint in writing to:

Director of Communications & Social Enterprise

The University of Plymouth Students’ Union

The University of Plymouth

Drake Circus

Plymouth

PL4 8AA

Or by e-mail to complaints@upsu.com

A written complaint must be made within 3 months of the occurrence and should contain a clear statement of the grounds for complaint with supporting documentation or evidence where appropriate.

How we handle your complaint

1. We will acknowledge your complaint in writing within 4 working days of receipt.

2. Your complaint will be referred to the relevant departmental manager or student representative who will investigate and respond directly to you, in writing, within 10 working days of the issue of the acknowledgment letter.

3. If the response received is not acceptable to you, then you may wish to refer the matter back to the Marketing & Commercial Services Manager requesting that the matter be reviewed. In the event of a complaint requiring a lengthy investigation, you will be updated regularly throughout the process.

All complaints are taken seriously and will be dealt with fairly and thoroughly. Dealing with and monitoring complaints will help us to identify areas of weakness and enable us to continually improve our service.

Referendum

UPSU is calling a referendum to make changes to our constitution. All Students’ Unions are going through the process of Charity Registration and to be able to become a Charity our Constitution must be made compliant, which is the reasoning for the changes proposed.

Referendum is the highest decision making body in the Union and is used to make a decision on issues that UPSU feel all students should have a say on, not just those elected representatives. As the Constitution sets out the rules on how the Union is governed it is important that all members have input to any changes.

To discuss the changes further please call in the Sabbatical Officers office in the Hive or email president@upsu.com

Summary of Changes

Core Constitution

General Meetings Schedule

Student Parliament Schedule

Sports and Societies Schedule