All staff are now required to complete a brief web form when responding to a Level 1 informal complaint from a student. These forms are now live and ready to use, so please ensure that you and your colleagues log any complaints you respond to using the forms provided below.
Why is this change being introduced?
This streamlined process will help us capture all complaints data centrally, allowing us to identify trends, address recurring issues, and improve our approach to student support. This fully aligns with our existing Student Complaints Procedure, but follows recommendations from a recent external audit of our Level 1 complaints handling.
The process for issuing Level 1 responses will remain the same. However, all responses must now be logged using the relevant form. By centralising this information, we can respond more effectively and align our practices with best practice in the sector.
What is a Level 1 complaint?
When a student first raises a complaint, it should be responded to informally by the relevant department (or ‘service provider’). This is considered the ‘Level 1’ stage of the University’s Student Complaints Procedure and is an opportunity to resolve an issue without the need for a formal investigation. We strongly recommend that staff should aim to resolve complaints at this stage wherever possible.
Staff can offer financial compensation, among other types of remedies, at the Level 1 stage. Please seek your area’s budget holder’s permission to utilise this budget, as doing so may save the University from needing a formal investigation.
Next steps
In September and October, the Complaints Team will be run three guidance sessions for each area’s dedicated Points of Contacts (POCs). POCs will have access to the form responses, enabling them to analyse complaint trends their areas. This data will help departments develop targeted action plans to address student concerns.
Collecting this data is crucial for identifying and correcting issues early, which will enhance students’ experiences and contribute to improving the University’s NSS rankings and overall reputation. Your area’s POC will support the creation of action plans to address any issues raised.
Your Level 1 web forms
Please find below your area’s dedicated Level complaints form, and we recommend you save this link somewhere you can easily find.
If your team deals with Level 1 complaints and is not listed above, you can request to have a new form added by contacting complaints@sussex.ac.uk.
Thank you in advance for everyone’s cooperation. If you have any questions about this update, please feel free to contact the Complaints Team via complaints@sussex.ac.uk.