Student Complaints

General Information

Liverpool John Moores University [LJMU] is committed to providing an environment that is conducive to study and provides academic and support services to facilitate the achievement of your target award. However, we recognise that from time to time students may wish to raise issues regarding the academic, administrative, support or other services provided by the University.

LJMU is committed to managing complaints in a way that:

  • Is timely and efficient, to facilitate a speedy resolution
  • Is fair and transparent to all parties
  • Promotes informal conciliation such as mediation, where appropriate
  • Promotes feedback and best practice to inform services, facilities and the student experience

Often, complaints can be quickly resolved if they are raised promptly with the service directly involved or with the relevant staff member. Students are expected to try and resolve any complaints locally with the relevant Faculty, School, Student Support Zones or Department, in the first instance. 

This is open to all students of Liverpool John Moores University (LJMU) undertaking a validated programme of study.  LJMU students studying at Collaborative Partner institutions are expected to access their local institution’s Complaints Procedure in the first instance. 

All complaints should normally be made within 21 days of the alleged incident, matter or concern.  Formal complaints to Student Governance should normally be made within 21 days of the last verifiable attempt at local resolution.  Where it is not appropriate for a complaint to be submitted for local resolution a formal complaint should be made within 21 days of the alleged incident, matter or concern. If a complaint is submitted outside the advertised deadlines then the complaint will be deemed out of time and the University reserves the right not to progress the complaint

This procedure does not cover Academic Appeals (i.e. appeals against the decision of an Assessment Board) or Extenuating Circumstances applications for which there are separate procedures. Please note that where a student submits an Academic Appeal and a Formal complaint at the same time, regarding the same or related issues, the University will consider the complaint in the first instance as the outcome of the complaint may inform consideration of the Academic Appeal.

The Student Complaints Procedure is approved and endorsed by LJMU Academic Board and conforms to the Quality Assurance Agency (QAA) Code of Practice.

The Procedure is managed by the Student Governance (SG), which is independent from LJMU Faculties and Schools.  The role of SG Advisers is to facilitate the complaints process, provide policy related & procedural advice and notify the relevant parties regarding the progress of the complaint.

To Download the Student Complaints Procedure, Guidance Notes and the Complaint Form please click here.

Please note that the SG WebPages version of this document is the only version that is maintained. Any printed copies should be viewed as ‘uncontrolled’ and as such may not necessarily contain the latest updates and amendments.

To discuss any issue causing concern, in confidence, please contact Student Governance on telephone number 0151 231 8096




Page last modified 27 September 2013.

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