Sometimes things don’t go smoothly, and you may wish to express your dissatisfaction by raising your concerns with the University. The advice team in the Students’ Union can help guide you through the formal complaints process, but not everything needs to be raised this way.
Here are some recommended actions you can try before following the formal process:
- Speak to the person/service concerned – addressing the issue directly can often be the most effective way of reaching a resolution.
- Talk to your tutor/Course Leader – if the issue is academic based, reach out to teaching staff in the first instance, they can usually help or direct you to somewhere or someone that can.
- Talk to your Course or School Reps – Reps have a wealth of knowledge and work directly with the senior management in your school. They can raise concerns directly to staff or may be able to give you some information on the matter concerned. More information on your rep team can be found here: https://www.tees-su.org.uk/studentreps
Write to your school/department directly – You may feel more comfortable sending an email to your school or the department you are unhappy with, rather than speaking to someone in person. You can informally raise a concern this way:
SHLS: shls-enquiries@tees.ac.uk TUIBS: tubs-enquiries@tees.ac.uk
SCEDT: scedt-enquiries@tees.ac.uk SSSHL: scedt-enquiries@tees.ac.uk
SACI: saci-school@tees.ac.uk Student and Library Services: Studentlife@tees.ac.uk
Tips for raising a concern in writing:
- Be polite! Always be courteous in your request for support.
- Keep your explanation concise and relevant.
- Use a timeline approach to ensure your explanation is in order and includes any relevant dates.
- Include key details – Your name and student number, your course and year of study. Include key points such as dates, times and events which are relevant
- Give clear and factual examples of any incidents.
- Include any evidence you have such as emails, screenshots or documents.
- Offer solutions or realistic outcomes where possible. It’s always easier to resolve when an achievable outcome is suggested.
