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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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Informal stage
Complaints about individuals

St George’s Mediation Scheme increases the choices available to students in dispute, and the university supports the use of voluntary mediation to address conflict arising during the course of study or in student accommodation (see Mediation Scheme Policy).

Bullying and Harassment

Reports of bullying and harassment by other students or staff at St George’s will be considered in accordance with the Bullying and Harassment Procedure and 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.

St George’s provides a network of Dignity Advisors, who are members of staff and students that have volunteered and are trained to undertake the role. They provide a confidential and informal service for anyone involved in cases of harassment or bullying (including those facing allegations about their behaviour). Advisors can listen, talk through the options available and, if appropriate, signpost to other sources of support and advice.

Dignity advisors 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.

Formal stage
Making a formal complaint

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.

How to apply

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: Registry, St George’s University of London, Ground Floor, Hunter Wing, SW17 0RE

When to apply

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.

Appealing the outcome

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 wishing to use the Dignity Advisor Scheme should contact Ms Liz Grand (Diversity & Inclusion Manager).

 

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