This page gives a high-level summary of how to:

• Share general feedback and suggestions.
• Raise a concern about a programme, service or interaction.
• Submit a formal complaint if informal routes do not resolve the issue.

More detailed procedures may be set out in LSICT policies and, where applicable, awarding partner regulations.

Feedback and complaints may come from current or prospective students, alumni, staff, visiting lecturers, partner institutions or other stakeholders with a direct connection to LSICT activities.

• Suggestions for improving teaching materials, scheduling or online delivery.
• Positive comments about practices or staff that have supported your learning.
• Ideas for new activities, events or resources that would benefit students.

General feedback can often be given directly to your module leader, programme director or via standard surveys and consultation exercises.

• Concerns about the delivery of a module or programme.
• Issues with communication, administration or access to learning resources.
• Matters where you feel published procedures have not been followed.

Some issues, such as academic appeals or formal student discipline, may follow specific procedures under an awarding partner’s regulations. In such cases LSICT will explain which process applies.

In many cases, the first step is to raise the matter informally with the person or team most directly involved, such as a module leader, programme director or relevant support contact.

• Explain what has happened and how it has affected you.
• Indicate what outcome you are hoping for, where appropriate.
• Allow a reasonable period for the team to respond.

If an issue cannot be resolved informally, you may be able to submit a formal complaint. Details of how to do this will be set out in LSICT’s complaints procedure and, where relevant, the awarding partner’s regulations.

• Formal complaints are normally submitted in writing.
• You should provide a clear description of the issue and any supporting information.
• LSICT will acknowledge receipt and outline the next steps in the process.

Where your programme is delivered in partnership with another institution, some matters may be considered under that institution’s procedures. LSICT will indicate when this applies and provide guidance on the appropriate route.

• Complaints are considered by staff who have not been directly involved in the matter wherever possible.
• Relevant information may be requested from staff, students or partners to understand the situation.
• A written outcome will normally be provided, explaining key findings and any actions to be taken.

In some cases, there may be further internal or external routes once LSICT and any relevant partner institution procedures have been completed. These will depend on the nature of the complaint and the regulatory framework in place.

• Identifying themes that can inform programme and service development.
• Reviewing communication and guidance where queries arise repeatedly.
• Highlighting good practice that can be shared across programmes and teams.

Initial feedback and concerns can normally be raised with your programme team. For general enquiries, please see the main Contact LSICT page, which outlines how queries are routed to appropriate teams.