Feedback, Suggestions and Raising Concerns

There are several ways to give us your feedback. If you would like to give suggestions or feedback about LUU’s service, you can:

• Speak to the manager of the service you are giving feedback about directly.
• Use our Feedback and Suggestions form. 

Your feedback or suggestion will be passed directly to a manager or head of service and you will receive a response directly from them.

If you are unhappy with an element of LUU’s service, you can ask to speak to the manager of the service you are complaining about directly. You can contact the Help & Support team if you want help with a referral to the right department, or to pass on the complaint on your behalf.

You can also raise a concern using our online form. Once complete, the form will be automatically sent to the LUU Complaints Officer.

If your concern is valid for scrutiny under the LUU Complaints Process, it will be passed directly to a manager or head of service and you will receive a response directly from them. We always aim to respond within 7 days.

If appropriate – for instance if your complaint concerns a major incident or breach of procedure – your issue may be escalated to the Formal Complaints procedure and your complaint will be investigated, evidence gathered, and those involved may be asked to provide evidence, although no formal hearings will be held. You will then receive a written response within 15 working days, so long as this is practicable – any changes to the expected timeline will be communicated with you. This written response will cover the findings of the investigation, any mitigating circumstances and appropriate further action. If your complaint is upheld, it will detail any further action being taken. If your complaint is not upheld, you will be informed that you have the right to raise the complaint with the Independent Complaints Officer of the University of Leeds.

Please note that if LUU cannot investigate any allegations of criminal activity, and if such cases are brought to LUU’s attention we will report and defer to the Police. Furthermore LUU cannot investigate any incidents that are currently under investigation by the University of Leeds.

LUU’s overall Members’ Complaints Process is detailed in our Bye-Laws (Bye-Law 8).