The Advice and Counselling Service aims to provide a high quality professional service to all service users. If you are unhappy with any aspect of our service please tell us. This allows us to deal with your case properly and helps us to identify where we might need to make changes or improvements.
All complaints must be dealt with under the Queen Mary University of London Student Complaints Policy (with the exception of complaints about immigration advice which are also subject to the national Complaints Scheme operated by the Office of the Immigration Services Commissioner. You can make a complaint to the Commissioner at any time regardless of whether or not you have made a complaint to the University.)
Under the Queen Mary Student Complaints Policy, all students are encouraged to seek a resolution to their concern informally.
We therefore encourage you to speak to the member of staff that you have been dealing with in the Advice and Counselling Service as soon as possible, to explain your concerns and seek a resolution.
If it isn’t practical to speak to them in person, or you don’t feel able to, consider sending them an email via welfare@Queen Mary.ac.uk or leave a letter for them at the Advice and Counselling Service reception.
Formal Complaint at service level
If it has not been possible for you to resolve your complaint informally, and you wish to pursue your complaint, you will need to submit a formal complaint under stage 1 of the Queen Mary Student Complaints Policy by completing the Stage 1 complaint form and sending it to:
Head of Advice and Counselling Service
Queen Mary University of London
Mile End Road
London E1 4NS
Or by email: firstname.lastname@example.org
Timescales and guidance about submitting your complaint are available in the Queen Mary Student Complaints Policy.
Formal complaint at institutional level
If you are not satisfied with the outcome of your Stage 1 complaint, and you wish to pursue your complaint, you should submit a Stage 2 complaint under the Queen Mary Student Complaints Policy by completing a Stage 2 complaint form.
Timescales and guidance about submitting your Stage 2 complaint are available in the Queen Mary Student Complaints Policy.
Appeals to Queen Mary and Complaints to the Office of the Independent Adjudicator
If you are not satisfied with the outcome of your stage 2 complaint, your remaining two options for seeking a satisfactory outcome are explained in the Queen Mary Student Complaints Policy.
Awareness and policy review
All Advice and Counselling Service staff are made aware of this policy during their induction. Regular team meetings ensure that awareness of this policy is maintained, and to enable discussion on service improvements and development Students are made aware of this policy via:
A notice in our waiting area
Clear signposting to policies on Advice and Counselling Service website
This policy is reviewed annually by the Head of Advice and Counselling Service.
Updated: May 2016
Review Date: May 2017
Staff member responsible for review: Kevin Halon