Student complaints

A student who wishes to make a complaint about academic or non-academic matters they experience during their time at Queen Mary may do so under the Queen Mary Student Complaints Policy. The student complaints process is made up of two stages - Formal Complaint and Complaint Review.

Student Complaints Policy 2024-2025 [PDF 155KB]

Informal Resolution

Queen Mary encourages students to attempt an informal resolution wherever possible. Further details on how they can go about this are available in the Student Complaints Policy.

Formal Complaint

The first formal stage of the Queen Mary student complaints process is a Formal Complaint. If a student wishes to submit a Formal Complaint, they can use AskQM to do so. Log into AskQM, and select 'new enquiry' then choose Appeals and Complaints as the enquiry category followed by 'Formal Complaint' as the subcategory.

Complaint Review

If a student is unhappy with the outcome of their Formal Complaint they may request a Complaint Review. If a student wishes to submit a Complaint Review, they can use AskQM to do so. Log into AskQM, and select 'new enquiry' then choose Appeals and Complaints as the enquiry category followed by 'Complaint Review' as the subcategory.

Please note that if you have a concern regarding assessment, progression of award this should be submitted as a Formal Appeal; you can find information about how to appeal on the Appeals webpage. 

Students are strongly advised to seek informal resolution of their concerns where possible.

Advice

For independent and confidential advice about their complaint, students can get advice from Annie Mitchell who is the Advocacy and Representation Manager in Queen Mary’s Students’ Union: a.c.mitchell@qmul.ac.uk (please note Annie is a staff member of QMSU, not a student officer).

Queen Mary staff should contact the Appeals, Complaints and Conduct Office directly if they require any assistance with the student complaints process.