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 will work with you to resolve it fairly, confidentially and as quickly as possible.
Our process follows the Code of Conduct, Complaints & Disciplinaries Byelaw, which outlines expected behaviour and how complaints are handled.
Early Resolution
For some or most complaints, the best outcome and what should be explored first is informal resolution. We will recommend this approach where appropriate and, if needed, support parties to explore their issues and seek resolution.
Where this doesn’t work or isn't appropriate, you should seek a formal complaint.
What You Can Complain About
You can make a complaint about:
- The behaviour of a student, staff member or Sabbatical Officer
- A JMSU club, society, service or activity
- A breach of the JMSU Code of Conduct (e.g. discrimination, harassment, misconduct)
Before Making a Complaint
If you feel comfortable, we encourage you to resolve the issue informally by speaking to the relevant staff member or manager.
If the issue is serious, sensitive, or you don’t feel able to raise it informally, you can go straight to the formal process.
How the Process Works
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): 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, new evidence, or the outcome feels disproportionate.
Make a Formal Complaint
To make a formal complaint, complete the form below and submit it following the instructions included:
Formal complaints should normally be made within 30 working days of the incident.
Support
If you need help completing this form or require any adjustments, JMSU is here to support you. You can contact us at studentsunion@ljmu.ac.uk, and a member of our team will be happy to help.
If appropriate, we can also signpost you to additional support, such as University wellbeing or advice services.
If your complaint is not related to JMSU, you can report it through the University’s Believe, Report and Support system. You may also find it helpful to review the Respect Always guidance, which outlines the University’s expectations for respectful behaviour within the LJMU community.
