Last updated: October 2025
Arts University Bournemouth Students’ Union (AUBSU) is committed to providing excellent services, representation, and opportunities for students. We welcome feedback and take complaints seriously as a way to learn and improve.
This policy applies to:
Student members of AUBSU.
Associate members.
External individuals (e.g. guests, contractors, partners) who interact with AUBSU.
Complaints may relate to:
Services, events, or activities run by AUBSU.
Conduct of elected officers, staff, or volunteers.
Societies or student groups affiliated with AUBSU.
Governance or decision-making (except election appeals, which follow the Elections Rules).
Complaints will be handled fairly, consistently, and without discrimination.
Complaints will be addressed promptly with clear communication at each stage.
We aim to resolve issues informally where possible.
No complainant will suffer detriment as a result of making a complaint in good faith.
AUBSU operates within the auspices of the law and its sub-policies. Where a complaint is more appropriately dealt with by a competent authority (for example, the University, police, safeguarding agencies, regulators), AUBSU will defer to those organisations and support the referral process.
Stage 1 – Informal resolution
Students should raise the matter directly with the relevant staff member, officer, or society committee in the first instance.
Many issues can be resolved quickly and informally.
Stage 2 – Formal complaint
If not resolved informally, a written complaint should be submitted to:
The complaint should set out:
What happened,
Who was involved,
Why the complainant is dissatisfied,
What outcome is sought.
The Student Voice Co-ordinator (or equivalent manager) will acknowledge the complaint within 5 working days and investigate.
Stage 3 – Review
If the complainant is dissatisfied with the outcome, they may request a review.
The review will be carried out by the Union President (or a Trustee where the President is involved).
A final written decision will be issued within 20 working days.
Complaints involving safeguarding, harassment, discrimination, financial irregularities, or criminal activity will be escalated immediately to the Senior Staff Member, and referred to the University, trustees, or external authorities as appropriate.
This policy does not cover:
Election appeals (see Elections Rules).
Staff employment matters (covered by HR/Grievance Policy).
University academic complaints (covered by AUB procedures).
AUBSU will keep anonymised records of complaints and report annually to the Trustee Board to identify themes and improvements.
