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Make a complaint

A complaint is an expression of dissatisfaction by one or more students about an action or lack of action by Imperial College London.
Students in a library. One of them is showing what is on his screen. Others are studying.

How to make a Complaint

Imperial has a 3 stage process for complaints.
  1. Local resolution - the concern must be raised with the relevant person or service within 15 working days. You should ask for an informal meeting to discuss the issue, its impact on you and how you'd like it to be resolved. A response should be provided within 10 working days of the local resolution meeting.
  2. Formal stage - the formal complaint must be raised within 10 working days of the local resolution outcome by completing the formal complaint submission form.
  3. Request for review - the request must be raised within 10 working days of the formal stage outcome and submitted to the Head of Central Secretariat

What to do if your request for review has been denied

If you have exhausted the College's complaints procedure and still remain unhappy with the outcome of your complaint, we can support you to take your case to the Office of the Independent Adjudicator (OIA).

The full complaints policy and procedure can be found here.

Complaints against the union

We hope your dealings and interactions with Imperial College Union will always be positive, but sometimes you may have comments, questions, queries or complaints you want to pass on to us.

In the first instance, these should be addressed over email to the Union President, Camille Boutrolle, via the Union Complaints Officer - icu.complaints@imperial.ac.uk.

If your complaint is about the Union President, please address it to the Chair of the Trustee Board, via the Secretary to the Trustee Board - icu.board@imperial.ac.uk.

For more information, read the Union's Complaints and Disciplinary Procedures.