The Complaints Procedure has two different stages for the consideration of a complaint.
Stage 1 Complaints
The University expects most complaints to be submitted at the first stage to allow early and local resolution where possible.
If you are submitting your complaint within 28 days of the issues arising, you must submit your student complaint form to the Complaints Administrator for your School, or for College or Department where the issues arose if appropriate, together with the documents/evidence you wish to rely on. If you are not satisfied with the response you receive at stage 1, the complaint outcome should explain your right to request that it is escalated to stage 2 (formal stage).
Details of the University's Complaints Administrators can be found here.
Stage 2 Complaints
If your complaint is escalated to stage 2, it will be sent to the university’s central Student Cases team for consideration.
If the issues you are raising as a complaint include your experience of violence or abuse, you should send your complaint directly to the University’s central Student Cases team at studentcases@cardiff.ac.uk.