St George’s believes that students should feel able to raise concerns or make a complaint, knowing that the matter will be fairly investigated. The Student Concerns and Complaints Procedure provides a framework in which students can raise matters to assist the University in maintaining high levels of academic and support provision.
As far as practicable, concerns and complaints will be handled at an informal or semi-formal level in order to resolve problems quickly and simply with the minimum of disruption to individuals and St George’s main activities.
Making a complaint
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Should bullying or harassment arise during the course of study or within student accommodation students may wish to seek guidance from a Personal Tutor, Student Union Welfare Advisor or the Student Union Vice-President (Education and Welfare). These individuals can:
provide a supportive, confidential and informal environment in which to discuss issues regarding harassment and/or bullying
provide information on the options that are available
assist those seeking advice in thinking those options through
empathise without judgement
accompany individuals at meetings in an informal capacity or under their ‘right to be accompanied’ (providing all parties involved are in agreement)
if appropriate, signpost to other sources of support/advice.
Reports of bullying and harassment by other students or staff at St George’s will be considered in accordance with the Dignity at Work and Study Policy.
St George’s is committed to a working and learning environment where people can achieve their full potential free of all types of harassment. The university recognises sexual harassment and sexual violence are prevalent in all areas of society, including higher education, and can take many forms. The Assault and Sexual Assault Policy explains the specific steps St George’s will take to support students who are accused of, or are the victim of, sexual or physical assault.
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Where it is not possible for a concern to be resolved at the informal or semi-formal stage, a student may make a formal complaint in writing to the Academic Registrar. Unless circumstances are deemed to be exceptional, St George’s will normally expect to see evidence that attempts have been made to resolve the situation informally or semi-formally before the initiation of a formal investigation.
Students wishing to submit a formal complaint to St George’s should read the Student Concerns and Complaints Procedure (PDF) carefully.
Paragraph 4 of the procedure sets out the sources of support available to complainants.
Download the Student Complaints Form (formal stage) (Word).
Include a short, focused written statement of the nature and subject of the complaint and reasoning for why the matter could not be resolved under the informal or semi-formal procedures. All evidence on which the complaint is based must be submitted alongside the Student Complaints Form at the time the complaint is lodged.
Submit the completed form, along with any supporting documentation, to the Academic Registrar.
Email: Jenny Laws
Mail: St George’s University of London, Registry, Ground Floor, Hunter Wing, SW17 0RE.
Applications should be submitted within three calendar months of the incident complained of.
The outcome of the formal complaint shall normally be decided within one month of the formal complaint being raised.
Under the terms of the Procedure, students have the right to appeal an outcome under certain circumstances. The process for this is outlined in Paragraph 8 of the Procedure.
Support and advice
The Vice President for Education and Welfare is able to meet with students to guide them through the operation of the student procedures and provide general advice and support.
Students and staff with Equality and Inclusion queries should contact Ms Liz Grand (Diversity and Inclusion Manager).
All St George’s students can access an external online support service called Togetherall. This service is available 24/7 and is completely anonymous. They also offer a number of self-guided support courses. More information about Togetherall can be found on the University’s Togetherall webpage and in the following resources: