What is a complaint?

A complaint is any expression of dissatisfaction or concern about something concerning Bristol SU, one of our groups, staff, or members. This can include:

• Feedback: Sharing your thoughts without expecting a resolution.
• Informal Concerns: Raising issues about behaviours or situations without a formal investigation.
• Formal Complaints: Regarding an event, service, product, student group, or individual.

Bristol SU or University complaints process – which one do I use?

Here’s a quick guide to help you choose the right route.

Use the SU complaints process if your concern relates to:

• Bristol SU services, events, activities, decisions or information.
• A Student Group (e.g. a sports team or a society)
• A Full-Time Officer, Bristol SU staff, student group leader, volunteer or student acting on behalf of Bristol SU.
• The behaviour of an individual while they’re in a Bristol SU space, using Bristol SU facilities, at a Bristol SU event or representing Bristol SU externally.

Use the University complaints process if your concern relates to:

• University services or staff.
• Unacceptable behaviour rom another member of the University community (e.g another student).
• Any form of sexual misconduct or criminal behaviour involving a University member.

If your complaint is about unacceptable behaviour, including sexual misconduct, you can use the Student Resolution Service (SRS).

University complaints

Alternatively, use the flow diagram below to help you find the correct route to take:

1. My complaint is about the SU itself
   1. Please use the SU complaints process
   2. The investigating manager will contact you with a response in 14 days
   3. You can appeal the outcome and get a response 14 days after the appeal
2. My complaint is about an individual student
   1. The complaint relates to an incident directly connected to the SU (but is not sexual misconduct)
      1. Use the SU complaints process
      2. The complaints officer will outline the timeline you can expect
      3. The process will be investigated by the investigating officer within 30 days
      4. Complaints Officer decides if it is dealt with formally or informally
         1. If dealt with informally, you will be informed, and no further investigation will happen
      5. If dealt with formally, a hearing panel will be convened
         1. Within 14 days of panel, respondent will be informed of outcome
         2. Respondent has 7 days to appeal
   2. The complaint relates to an incident not directly connected to the SU
      1. Follow University of Bristol procedures
3. My complaint is about a student group
   1. Use the SU complaints process
   2. The investigations manager will contact you with a response in 30 days
   3. You can appeal the outcome and get a response in 14 days
4. My complaint is about an SU officer or staff member
   1. Use SU complaints form, but the process will use staff policies & protocols
5. My complaint is about the University
   1. Follow University of Bristol procedures
6. My complaint is about sexual misconduct
   1. ANY complaint about sexual misconduct should be dealt with following University procedures

How do I make a complaint to Bristol SU?

First, conisder if the issue could be resolved informally. If so and you feel comfortable, speak to the relevant person or a Bristol SU staff member. We try to sort things informally where possible, through things like mediation or refunds.

If that's not suitable or you don't feel safe, you can submit a formal complaint using the button below.

Bristol SU complaints

What happens after you submit a complaint?

Complaints about SU Events, Services or Decisions:

An Investigating Manager will review your complaint, gather facts and decide on an outcome. They may contact you for more information. You’ll receive a response within 14 days. If you’re unhappy with the outcome, you can appeal by emailing bristolsu-complaints@bristol.ac.uk. Appeals are reviewed by a Senior Leadership Team member and responded to within 14 days.

Complaints about a student group:

Your complaint will be handled by the Student Opportunities team under the Student Groups Code of Conduct. You may be contacted for further information and you’ll receive a response within 30 days. If disciplinary action is taken, you’ll be informed broadly but not given specific details. Appeals follow the same process as above.

Complaints about individuals connected to Bristol SU:

If your complaint is about a student, student group leader or volunteer, you’ll receive an acknowledgement from the SU Complaints Officer. They’ll confirm the process, timelines and the Investigating Officer assigned to your case. Any action taken under these procedures will be concluded as quickly as possible and normally within 30 days from the start of the investigation.

All members are expected to follow our Member Code of Conduct. Complaints about behaviour are managed under the Member Disciplinary Policy.

In this process the Investigating Officer will review evidence, prepare a report and share it with the Complaints Officer, who will decide whether to take no action, carry out further investigation, resolve informally, or proceed formally via a disciplinary panel.

If a formal process is needed, a disciplinary panel will be convened. Outcomes are shared within 14 days of the hearing. You’ll be informed of any sanctions that directly affect you, such as a non-contact order. The person complained about can appeal within 7 days.

Complaints about Full-Time Officers or Staff:

Use the same complaints form, but these cases follow internal staff policies and protocol.

Serious complaints and Precautionary Measures

When we receive any complaint, we complete a risk assessment straight away.

If needed, we can put precautionary measures in place to keep you and others safe.

These may include:

• A non-contact order.
• Temporary restrictions from accessing Bristol SU spaces or participating in activities.
• Reporting your concerns to the University, police or safeguarding agencies.

Our aim is always to make sure you feel safe and supported.