Our commitment to you

In fighting for a better education fr our members, and in focusing our work in the 4 key areas of Member Representation, Academic Quality, Union Community and Student Life, we do our very best to provide members and stakeholders with what they deserve; high quality service to meet and perhaps even exceed their expectations.

Sometimes though, we don’t get it right. In order to help us improve, we want you to tell us when we make mistakes, because we don’t always spot them ourselves or perhaps don’t understand how or why we have disappointed you.

Please be assured that we will treat your complaint seriously, and will be as prompt in investigating and responding as possible. We will treat your complaint confidentially if it is appropriate to do so. Most importantly we aim to learn from our mistakes so that we can prevent them from happening again and can deliver a better standard of service as we develop.

So, you have a complaint?

If you would like to make a complaint, there are 2 ways to do so;

1) Fill in the form below.

2) Pop into one of the Union’s offices and ask for a complaint form. Fill it in and either hand it back to a member of staff, or pop it in the post to us at the following address;

The General Manager
University of Cumbria Students’ Union
Bowerham Road
Lancaster
LA1 3JD

If you are on campus, you can drop it in at any University reception, addressed as above, and the University internal postal system will get it to us without the need for a stamp.


What will we do?

All complaints are directed immediately to the General Manager. He/she will write back to you within 3 working days to confirm that they have received your complaint.

The General Manager will decide who within the Students’ Union is the best person to investigate the complaint. If the complaint is about the General Manager, it will be forwarded to an Officer Trustee to deal with.

The person who investigates the complaint will try to identify if any mistakes were made and how they might be avoided in future. He/she will also identify any areas of serious concern and will immediately inform the General Manager to effect priority action. It is possible that we may need to contact you at this stage to gain some more information.

Either the person investigating the complaint, or the General Manager will write to you once more to explain what they have found out and what they plan to do about it.


What if you are still not quite happy?

Hopefully at this stage you will be satisfied with our response, but if you are not we would still like to know.

If you wish to respond further, please write back to the General Manager at the address below, stating why you are not yet satisfied and what you would like to happen. He/she will investigate and hopefully be able to resolve the situation.

Letters should be sent to;

The General Manager
University of Cumbria Students’ Union
Bowerham Road
Lancaster
LA1 3JD