Depending on the nature of your complaint, your personal data and any further information we process about you in relation to the complaint will be processed either under UAL's legitimate interests (GDPR basis 6(1)(f)) to
or, as necessary for the performance of a contract (GDPR basis 6(1)(b)) if your personal data is processed to investigate matters which relate to UAL's obligations to you under the student contract.
You will be contacted for more information and to update you on the progress of your compliant. Once the investigation has concluded you will be told whether it has been upheld or not upheld.
Your personal data relating to a complaint about course quality or the student experience, or a complaint about the conduct of a student, will be retained for 6 years after the conclusion of the investigation.
Complaints about staff conduct will be referred to the staff disciplinary process.
At all times we must balance your privacy rights with those of any person you have made a complaint against and any witnesses that you or they might call upon. Where a complaint is upheld, we will try to provide you with more information on the steps we have taken as a result, and such information may include whether and in what way action has been taken against individuals. However, we can only assess this on a case-by-case basis while balancing the rights of all those involved. In some cases, the health of individuals may be a factor in the matter being complained about, or in our subsequent response. We will not share this information in any circumstance, nor any information which would risk harm to any individuals.
Before completing this form:
All correspondence relating to this complaint will be sent to your registered UAL email address. Please make sure that you check it regularly. If your contact details change, you must inform the Student Complaints Officer immediately.
You can also visit the University Complaints webpage for more information.
If you require advice or support please contact the Students’ Union at the earliest opportunity:
Email: advice@su.arts.ac.uk
Website: arts-su.com/advice
Please specify which one applies to you.
If you have applied for a course but are not yet a student at UAL please do not complete this form. Please contact Admissions Complaints (admissions.complaints@arts.ac.uk) with your concern instead.
By ‘disability’ we mean: sensory or physical difficulties, long-term health conditions, mental health difficulties, autistic spectrum disorders (including asperger syndrome) or specific learning difficulties (e.g. dyslexia, dyspraxia, ADHD).
You do not need to disclose the nature of your disability, but it will help us to make adjustments to the complaints process if you tell us about the type of support you usually need. Any information you provide will be handled sensitively. If you have any concerns about disclosing disability information on the form, please contact the University Disability Service.
This could be your College Disability Officer, Learning Support Adviser, the Central Disability Team or someone else.
Please specify the key elements of your complaint in short statements as this will make it easier for the College to ensure that each of your points are responded to. Please attach a separate sheet if you need to specify more than ten points.
Please tell us what you think would be a reasonable solution to the problem you have raised. This helps us to address your complaint in the most appropriate way.
Please list the evidence attached to this form, where appropriate:
Please attach all relevant evidence that you have to support or illustrate your complaint. We accept the following file formats: Word, PDF and image files (.jpg and .png).
Evidence may be shared with accused parties and staff members investigating your complaint. It will only be used for the purpose of your complaint investigation and any personal data provided to us will be processed in line with the Data Protection Act 2018.