Complaints

We're sorry to hear you might have a complaint, but we value all feedback and take your thoughts and opinions seriously. You can find out how to pass a complaint on to us below.

Informal Complaints

There are several ways to give us your feedback or register an informal complaint with LUU. We always aim to respond to complaints within 7 days.

 

  • Use the form linked to below.
  • Speak directly to the manager of the service you are complaining about.
  • Contact Help & Support and they will refer you to the right department or pass on the complaint.

Any data submitted as part of complaint is considered as consent for processing. If we need to share your data with a 3rd party (e.g. The University of Leeds) to investigate the complaint, we will seek your further consent for this. 

Formal Complaints

If you are unhappy with the response you get, or if you feel your complaint is serious, you can use our formal complaints procedure.

Download and complete the following form and email it to Sally Stephens on s.stephens@leeds.ac.uk

Any data submitted as part of complaint is considered as consent for processing. If we need to share your data with a 3rd party (e.g. The University of Leeds) to investigate the complaint, we will seek your further consent for this. 

If your complaint is considered valid, it will be investigated, evidence gathered and those involved may be asked to provide evidence, although no formal hearings will be held.

You’ll get a written response within 15 days. This 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.