Student Gateway

Complaints & appeals

The collegiate University is committed to delivering an exceptional education. If you have cause for concern or complaint the following information provides guidance on who would be the best person to approach depending on the circumstances:

For undergraduates: your Tutor or Senior Tutor in college; Director of Undergraduate Studies in the faculty or department;
For graduates: your Supervisor or Director of Graduate Studies in the faculty or department; your College Adviser, Senior Tutor or Tutor for Graduates in college;
The Student Information & Advisory Service for information on complaints and appeals procedures;
The OUSU Student Advice Service for information on complaints and appeals procedures, advice, support and advocacy;
The Harassment Line or the Student Counselling Service for personal support in dealing with the emotional, social, or academic difficulties related to your complaint.

Procedures for complaints are outlined in your undergraduate course or graduate course handbook, your college handbook, or the Proctors’ and Assessor’s Essential Information for Students web text. If you wish to appeal against the outcome of a college or disciplinary procedure, please see the information on our Student Conduct page.

Complaints about teaching, supervision or academic services
Quality of teaching, supervision or course information by a faculty or department Undergraduates: Please consult your college Tutor; Director of Undergraduate Studies; or the Departmental Administrator in the first instance. Graduates: Please consult your Departmental Adviser; Director of Graduate Studies; college Adviser; or Senior Tutor/Tutor for Graduates. A formal complaint should be put in writing to the Director of Graduate Studies, or the Head of Department/Chair of the Faculty Board if the Director of Graduate Studies is the subject of the complaint, in the first instance. If you feel that the complaint has not been dealt with satisfactorily, you should make a formal complaint in writing to the University Proctors. Quality of teaching at college The quality of teaching provided in colleges is the responsibility of each individual college. If you receive teaching at a college other than your own, the quality of this teaching is the responsibility of your ‘home’ college. If you have a complaint, you should raise it either with your Tutor or with the Senior Tutor. Complaints procedures are set out in your college handbook. Provision of academic services Department or faculty facilities (other than libraries): Please contact the Director of Undergraduate Studies/Director of Graduate Studies. If you feel that the complaint has not been dealt with satisfactorily at department or faculty level, you should make a formal complaint to the University Proctors. Bodleian Libraries: Please consult with the Librarian in the immediate area. If you feel that your concerns have not been addressed satisfactorily, you should write to Bodley's Librarian, Bodleian Library, Broad Street, Oxford, OX1 3BG. University services: Please write to the head of the respective service.

Complaints about teaching, supervision or academic services

Quality of teaching, supervision or course information by a faculty or department

Undergraduates: Please consult your college Tutor; Director of Undergraduate Studies; or the Departmental Administrator in the first instance.

Graduates: Please consult your Departmental Adviser; Director of Graduate Studies; college Adviser; or Senior Tutor/Tutor for Graduates. A formal complaint should be put in writing to the Director of Graduate Studies, or the Head of Department/Chair of the Faculty Board if the Director of Graduate Studies is the subject of the complaint, in the first instance.

If you feel that the complaint has not been dealt with satisfactorily, you should make a formal complaint in writing to the University Proctors.

Quality of teaching at college

The quality of teaching provided in colleges is the responsibility of each individual college. If you receive teaching at a college other than your own, the quality of this teaching is the responsibility of your ‘home’ college. If you have a complaint, you should raise it either with your Tutor or with the Senior Tutor. Complaints procedures are set out in your college handbook.

Provision of academic services

Department or faculty facilities (other than libraries): Please contact the Director of Undergraduate Studies/Director of Graduate Studies. If you feel that the complaint has not been dealt with satisfactorily at department or faculty level, you should make a formal complaint to the University Proctors.

Bodleian Libraries: Please consult with the Librarian in the immediate area. If you feel that your concerns have not been addressed satisfactorily, you should write to Bodley's Librarian, Bodleian Library, Broad Street, Oxford, OX1 3BG.

University services: Please write to the head of the respective service.

Complaints about examinations
Conduct of University examinations For undergraduate or taught graduate courses, complaints about the conduct of an examination (known as an ‘academic appeal’) should be raised with your Senior Tutor/Tutor for Graduates. It must not be raised directly with examiners or assessors. If it is not possible to resolve your concern in this way, you may put your concern in writing and submit it to the Proctors via the Senior Tutor of your college. For research degrees, you should raise your concerns about transfer or confirmation of status with the Director of Graduate Studies in your faculty or department. Where a concern is not satisfactorily settled then you, your supervisor, or your Senior Tutor/Tutor for Graduates should put your appeal directly to the Proctors. The Proctors can only consider whether the procedure for reaching an academic decision were properly followed, and cannot challenge the academic judgement of the assessors. Concerns about the outcome of the final examination for research degrees may be referred direct to the Proctors. Conduct of college examinations (‘collections’) You should submit your complaint to your Senior Tutor. The Proctors (on behalf of the University) do not have jurisdiction over the setting of internal college examinations. Alternative examination arrangements Applications for alternative examination arrangements are made to the Proctors through the Senior Tutor of your college. If you wish to appeal against the decision, you should write to the Chairman of the Education Committee, University Offices, Wellington Square, OX1 2JD, or ask your college to do this. A student may apply for permission to substitute a different mode of assessment for that provided in the Examination Regulations, or for a variation in the duration of the course via their Senior Tutor or Tutor for Graduates, who in turn will write to the Secretary of the Education Committee. If you wish to appeal against a decision made on behalf of the Chairman of the Education Committee, the appeal will be considered by two members of Education Committee who have not been involved in the original decision. If your performance in a University Examination is significantly affected by acute illness or some other urgent cause, and you bring this to the notice of your college before, during or after an examination, your college may make a submission to the Proctors. If you wish to appeal against the decision of the Proctors, you should write to the Chairman of the Education Committee, University Offices, Wellington Square, OX1 2JD. Appeals against Proctors' decisions must be made within fourteen days of the date of their decision. Your examination result If you believe that regulations and procedures have not been followed, you can make an ‘academic appeal’ to the Proctors about the conduct of a University examination. The Proctors are not empowered to consider appeals against the academic judgment of the examiners. They will not authorise the re-marking of papers just because a candidate or College is disappointed with the notified results. Appeals against results must be made within three months of the release of those results. Further guidance is available here: http://www.admin.ox.ac.uk/proctors/info/pam/section9/#d.en.40059 For college examination (‘collection’): You should raise the matter with your Senior Tutor.

Complaints about examinations

Conduct of University examinations

For undergraduate or taught graduate courses, complaints about the conduct of an examination (known as an ‘academic appeal’) should be raised with your Senior Tutor/Tutor for Graduates. It must not be raised directly with examiners or assessors. If it is not possible to resolve your concern in this way, you may put your concern in writing and submit it to the Proctors via the Senior Tutor of your college.

For research degrees, you should raise your concerns about transfer or confirmation of status with the Director of Graduate Studies in your faculty or department. Where a concern is not satisfactorily settled then you, your supervisor, or your Senior Tutor/Tutor for Graduates should put your appeal directly to the Proctors. The Proctors can only consider whether the procedure for reaching an academic decision were properly followed, and cannot challenge the academic judgement of the assessors. Concerns about the outcome of the final examination for research degrees may be referred direct to the Proctors.

Conduct of college examinations (‘collections’)

You should submit your complaint to your Senior Tutor. The Proctors (on behalf of the University) do not have jurisdiction over the setting of internal college examinations.

Alternative examination arrangements

Applications for alternative examination arrangements are made to the Proctors through the Senior Tutor of your college. If you wish to appeal against the decision, you should write to the Chairman of the Education Committee, University Offices, Wellington Square, OX1 2JD, or ask your college to do this.

A student may apply for permission to substitute a different mode of assessment for that provided in the Examination Regulations, or for a variation in the duration of the course via their Senior Tutor or Tutor for Graduates, who in turn will write to the Secretary of the Education Committee. If you wish to appeal against a decision made on behalf of the Chairman of the Education Committee, the appeal will be considered by two members of Education Committee who have not been involved in the original decision.

If your performance in a University Examination is significantly affected by acute illness or some other urgent cause, and you bring this to the notice of your college before, during or after an examination, your college may make a submission to the Proctors. If you wish to appeal against the decision of the Proctors, you should write to the Chairman of the Education Committee, University Offices, Wellington Square, OX1 2JD. Appeals against Proctors' decisions must be made within fourteen days of the date of their decision.

Your examination result

If you believe that regulations and procedures have not been followed, you can make an ‘academic appeal’ to the Proctors about the conduct of a University examination. The Proctors are not empowered to consider appeals against the academic judgment of the examiners. They will not authorise the re-marking of papers just because a candidate or College is disappointed with the notified results. Appeals against results must be made within three months of the release of those results. Further guidance is available here: http://www.admin.ox.ac.uk/proctors/info/pam/section9/#d.en.40059

For college examination (‘collection’): You should raise the matter with your Senior Tutor.

Appeals relating to Fees
If you feel that you have been charged the incorrect fee, you should first discuss this with your college. If you still have concerns, please contact the Fees Clerk. If you feel that the issue has not been dealt with satisfactorily, your case can be referred to the Fees Panel, via your college or via the Fees Clerk. If you believe that your bursary or tuition fee reduction has not been processed correctly (in accordance with the Regulations), please contact the Student Financial Support section. If you feel that the issue has not been dealt with satisfactorily, your case can be referred to the Fees Panel.

Appeals relating to Fees

If you feel that you have been charged the incorrect fee, you should first discuss this with your college. If you still have concerns, please contact the Fees Clerk. If you feel that the issue has not been dealt with satisfactorily, your case can be referred to the Fees Panel, via your college or via the Fees Clerk.

If you believe that your bursary or tuition fee reduction has not been processed correctly (in accordance with the Regulations), please contact the Student Financial Support section. If you feel that the issue has not been dealt with satisfactorily, your case can be referred to the Fees Panel.

Complaints about the behaviour of others
The behaviour of another student in a University setting You should raise the matter with the Proctors. If the complaint relates to a matter that may amount to a disciplinary offence, the Proctors will deal with this in accordance with their disciplinary procedures. If you believe that the behaviour constitutes harassment, the matter will be investigated by the Proctors in accordance with the University policy and procedure on harassment and bullying. The behaviour of another student or member of staff in college You should contact the college Dean. Your college handbook will describe the procedure. The behaviour of a member of staff in a University setting You should make a written complaint to his or her head of department. If any of the parties considers that the head of department has a conflict of interest in the complaint, the complaint may be referred to the head of division. If the member of staff is employed by a unit within the University Administration and Services (UAS) or Academic Services and University Collections (ASUC), you should write to the relevant head of that service. In cases where it is not immediately clear to whom a complaint should be addressed, advice may be sought from Personnel Services. If you feel during the course of your studies that you have not been treated according to the University’s Integrated Equal Opportunities Policy, you should lodge your complaint with the Proctors , who will advise on the procedure to be followed thereafter.

Complaints about the behaviour of others

The behaviour of another student in a University setting

You should raise the matter with the Proctors. If the complaint relates to a matter that may amount to a disciplinary offence, the Proctors will deal with this in accordance with their disciplinary procedures. If you believe that the behaviour constitutes harassment, the matter will be investigated by the Proctors in accordance with the University policy and procedure on harassment and bullying.

The behaviour of another student or member of staff in college

You should contact the college Dean. Your college handbook will describe the procedure.

The behaviour of a member of staff in a University setting

You should make a written complaint to his or her head of department. If any of the parties considers that the head of department has a conflict of interest in the complaint, the complaint may be referred to the head of division. If the member of staff is employed by a unit within the University Administration and Services (UAS) or Academic Services and University Collections (ASUC), you should write to the relevant head of that service. In cases where it is not immediately clear to whom a complaint should be addressed, advice may be sought from Personnel Services.

If you feel during the course of your studies that you have not been treated according to the University’s Integrated Equal Opportunities Policy, you should lodge your complaint with the Proctors , who will advise on the procedure to be followed thereafter.

Making a formal complaint

Your complaint should be specific and comprehensively documented, presenting full details, including your name and address, any relevant documentation, and dates, locations and witnesses as appropriate. You should also detail any previous unsuccessful attempts at informal resolution and state what remedy you seek or the reasonable steps you would like to be taken to resolve the complaint. If your complaint is investigated by the Proctors, it will be investigated in accordance with the procedures described in the University’s regulations. Once your complaint has reached the final stage of the applicable procedure, you will be issued a Completion of Procedures Letter. If you wish to take your complaint further, you may be able to bring a complaint to the Office of the Independent Adjudicator (OIA).

A copy of your complaint will normally be supplied to the person who is the subject of the complaint. There are exceptions to this rule, for instance in the initial stages of the harassment procedures. The University seeks to protect any member of the University community from victimisation arising from bringing a complaint or assisting in an investigation where they act in good faith. If the complaint is found to be malicious or vexatious, the University or college may take appropriate disciplinary action against the complainant. Such action will not be taken if a complaint which proves to be unfounded is judged to have been made in good faith. It is the University's expectation that the confidentiality of the documentation generated by a complaint will be respected by all parties. Breaches of confidentiality may give rise to disciplinary action.