Student Complaints

for CITY College / University of Sheffield students

As it is stated in the College's Regulations, students are entitled to file an informal or formal complaint to CITY College about College services and administrative matters.

Students wishing to complain about the delivery and quality of teaching, tutorial support, supervisory provision or any other matters relating to the academic quality and/or standards of University of Sheffield validated CITY College programmes are expected to to follow the University of Sheffield Student Complaints Procedure found at: https://www.sheffield.ac.uk/study/policies/appeals-complaints-current-students

Students should first attempt to resolve their concerns informally with CITY College,  be they related to services and administrative matters or about the academic quality standard of their programme.

Where a complaint relates to CITY College services or administrative matters, students remaining dissatisfied with the response provided by CITY College should follow the CITY College Complaints Procedure.  

Where a complaint relates to the delivery and quality of teaching, tutorial support, supervisory provision or any other matters relating to the academic quality and/or standards of University of Sheffield validated CITY College programmes, students should proceed to the Formal Stage of the University of Sheffield Student Complaints Procedure.  Students should complete the Complaints Form (see related documents below) and submit the form to the Student Engagement and Progress Team, sas.acadappeals.complaints@sheffield.ac.uk. The complaint is considered first by the Head of the appropriate department or service (unless the complaint relates to that individual). 

If it is not resolved at the Formal Stage , students can then submit a Case Review Request Form (see related documents below) requesting that their case be reviewed by a Vice President.  You may only request a Case Review on one or more of the following grounds:

a. that there was a material procedural irregularity which rendered the process leading to the decision taken in respect of the formal complaint or academic appeal unfair;

b. that material which the student could not reasonably have been expected to produce at the time of the decision taken in respect of the formal complaint or academic appeal casts substantial doubt upon the appropriateness of that decision;

c. that the decision taken in respect of the formal complaint or academic appeal was manifestly unreasonable.

Since CITY College is an accredited institution by the British Accreditation Council (BAC), students are entitled to follow a formal complaints procedure to resolve any dispute with the College. The complaints procedure is covered in BAC Accreditation Handbook (see http://www.the-bac.org/bac-complaints-procedure/).