Union Complaints


We realise that sometimes mistakes are made. If you have faced any problems with the Students' Union or a member of Union staff we would like you to tell us. We will investigate your feedback or complaint, let you know the outcome and do everything we can to put things right. 

Our commitment is to respond to you as quickly as we are able and we aim to do so within 5 working days of receiving your communication.

 

Complaints Procedure

If you have faced any problems with the Union or a member of Union staff you can complain using this form. 

Complaints must be submitted to the President (or nominee), in writing, using the Complaints Form. All complaints will be treated in confidence. 

All complaints will be investigated by the President (or nominee), who shall have no material interest in the complaint, within 5 working days of receiving the complaint. 

Following the investigation (based on the evidence provided), the President will make either:

  • A recommendation to the Members Disciplinary Committee of No Further Action
  • A recommendation to the Members Disciplinary Committee of Further Action 

 

Appeals

A complainant who is dissatisfied with the outcome of the complaints process is entitled to appeal to the Complaints Appeals Board, within 3 working days of notification of the outcome. The Complaints Appeals Board shall be established as and when necessary and is not required to comprise the same individuals each time.

The Complaints Appeals Board shall comprise:

  • An Executive Officer of the Union (who is not on the Members Disciplinary Panel) who will act as Chair of the hearing
  • The President of NUS Wales (or nominee)
  • The Vice Chancellor's nominee

The decision of the Complaints Appeals Board shall be final.