Durham University aims to provide a high standard and quality of service for applicants and to deliver an admissions process that is consistent, fair and professional, but recognises that occasionally things may go wrong. As part of its commitment to enhancing the applicant experience, this procedure has been established to deal with complaints from applicants in a fair and transparent manner. The University recognises that complaints may provide useful feedback from applicants and, where appropriate, will be used to improve the admissions process.
These procedures explain how applicants to undergraduate and postgraduate programmes may make a complaint, both informal and formal. Applicants who have a complaint to make should raise it as soon as possible, as matters that are dealt with informally at an early stage have the best chance of being resolved effectively. Only when the informal procedures have been exhausted and the applicant remains dissatisfied should a formal complaint be made.
- Formal complaints can only be made once an application has been submitted to the University.
- Complaints about the Durham University International Study Centre should not be made using this process and should instead be made to Study Group