Contact us
Making a complaint
At JMSU, we want all students to feel safe, respected and supported. If something has gone wrong, you can make a complaint and we'll work with you to resolve it fairly, confidentially and as quickly as possible.
Our process follows the Code of Conduct, Complaints & Disciplinaries Byelaw, which sets out expected behaviour and how complaints are handled.
30 days
(working days) to make a formal complaint
3 stages
early resolution, formal and appeal
Confidential
and handled fairly
What you can complain about
You can make a complaint about:
Behaviour
The behaviour of a student, staff member or Sabbatical Officer.
Our activities
A JMSU club, society, service or activity.
Code of Conduct
A breach of the JMSU Code of Conduct, such as discrimination, harassment or misconduct.
Not about JMSU? The University has its own complaints framework for more serious issues, including those not related to JMSU. In these cases, follow the LJMU complaints procedure for formal appeals and support.
How it works
The complaints process
The process has three stages.
-
Stage 1
Early resolution
Raise the issue with the relevant staff member or manager to try to resolve it quickly. -
Stage 2
Formal complaint
If it can't be resolved informally, submit the complaints form. We'll acknowledge it, appoint an Investigating Officer, gather evidence and decide the outcome. -
Stage 3
Appeal
You can appeal if there was a procedural error, there's new evidence, or the outcome feels disproportionate.
Try early resolution first
For most complaints, the best outcome, and what should be explored first, is informal resolution. We'll recommend this approach where appropriate and, if needed, support everyone involved to explore the issue and find a resolution.
If you feel comfortable, we encourage you to resolve the issue informally by speaking to the relevant staff member or manager.
When to go straight to formal
If the issue is serious or sensitive, or you don't feel able to raise it informally, you can go straight to the formal process.
You should also make a formal complaint where early resolution hasn't worked or isn't appropriate.
Stage 2
Make a formal complaint
To make a formal complaint, complete the JMSU Complaints Form and submit it following the instructions included.
Formal complaints should normally be made within 30 working days of the incident.
Support
Help and support
Need help with the form?
If you need help completing the form or need any adjustments, JMSU is here to support you. A member of our team will be happy to help.
Email usWellbeing and advice
Where appropriate, we can also signpost you to additional support, such as University wellbeing or advice services.
LJMU student supportNot related to JMSU?
You can report it through the University's Believe, Report and Support system. You may also find it helpful to read the Respect Always guidance, which sets out the University's expectations for respectful behaviour in the LJMU community.
Report and Support