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Advice and Counselling Service
  1. Advice and Counselling Service
  2. About us
  3. Policies and procedures
  4. Complaints policy

Complaints policy

The Advice and Counselling Service aims to provide a high quality professional service to all service users. If you are unhappy with any aspect of our service please tell us. This allows us to deal with your case properly and helps us to identify where we might need to make changes or improvements.

How to make a complaint in the first instance

All complaints must be dealt with under the Queen Mary University of London Student Complaints Policy (with the exception of complaints about immigration advice which are also subject to the national Complaints Scheme operated by the Office of the Immigration Services Commissioner. You can make a complaint to the Commissioner at any time regardless of whether or not you have made a complaint to the University.) 

Informal resolution

We therefore encourage you to speak to the member of staff that you have been dealing with in the Advice and Counselling Service as soon as possible, to explain your concerns and seek a resolution.

If it isn’t practical to speak to them in person, or you don’t feel able to, consider sending them an email via welfare@qmul.ac.uk or leave a letter for them at the Advice and Counselling Service reception.

Formal Complaint at service level

If it has not been possible for you to resolve your complaint informally, and you wish to pursue your complaint, you will need to submit a formal complaint under stage 1 of the by completing the Stage 1 complaint form and sending it to: 

Niall Morrissey 

Head of Advice and Counselling Service 

Queen Mary University of London 

Mile End Road 

London E1 4NS  

Or by email: n.morrissey@qmul.ac.uk   

Timescales and guidance about submitting your complaint are available in the Queen Mary Student Complaints Policy. 

Formal complaint at institutional level

If you are not satisfied with the outcome of your Stage 1 complaint, and you wish to pursue your complaint, you should submit a Stage 2 complaint by completing a Stage 2 complaint form.

Timescales and guidance about submitting your Stage 2 complaint are available in the Queen Mary Student Complaints Policy.

Informal resolution

We therefore encourage you to speak to the member of staff that you have been dealing with in the Advice and Counselling Service as soon as possible, to explain your concerns and seek a resolution.

If it isn’t practical to speak to them in person, or you don’t feel able to, consider sending them an email via welfare@qmul.ac.uk or leave a letter for them at the Advice and Counselling Service reception.

 

Appeals to Queen Mary, Complaints to the  Office of the Independent Adjudicator

If you are not satisfied with the outcome of your stage 2 complaint, your remaining two options for seeking a satisfactory outcome are explained in the Queen Mary Student Complaints Policy.

Policy review

This policy is reviewed annually by the Head of Advice and Counselling Service. 

Updated: April 2022 

Review Date: April 2023 

Staff member responsible for review: Niall Morrissey 

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