Understanding complaints, appeals and disciplinary processes
Regent College London (RCL) is committed to providing a fair, respectful, and inclusive learning environment. We recognise that sometimes you may wish to challenge a decision, raise a concern, or understand how disciplinary processes work.
This page explains how to make a complaint, appeal a decision, or understand the disciplinary procedure if your conduct is being reviewed. All processes are designed to be fair, transparent, and supportive, following national higher education standards and partner university regulations.
Raising a complaint
If you’re unhappy with a service, decision, or experience at RCL, you can raise a complaint through the official process.
The procedure has two stages: early resolution and formal complaint.
- Contact Student Services to discuss your concern
- They will explore informal solutions or refer the matter to the right team
- Where appropriate, RCL may offer conciliation (a voluntary meeting to reach a mutual agreement)
Stage 1 should normally be completed within 10 working days. If the issue cannot be resolved informally, you will be invited to submit a formal complaint.
If you wish to proceed with submitting a formal complaint, you must:
- Complete the online Student Complaints form and attach any evidence (emails, receipts, or correspondence)
- A Quality Officer will conduct an impartial investigation and may meet with you or relevant staff
- In complex cases, a Complaints Panel may be convened to review the evidence and make a final decision
You will receive a written outcome within 30 working days (extensions will be communicated).
Possible outcomes
Your complaint may be:
- Upheld: The complaint is justified, and action will be taken
- Partially upheld: Some issues are upheld, others not
- Not upheld: The evidence does not support your complaint
If you remain dissatisfied after Stage 2, you can appeal under the Student Appeals Procedure.
A Completion of Procedures letter will then be issued, confirming that the internal process is complete and explaining your right to contact the Office of the Independent Adjudicator within 12 months.
Appealing a decision
You have the right to appeal an academic or disciplinary decision if you believe:
- There was a procedural error in how the decision was made;
- New evidence has become available that was not previously considered; or
- The outcome or sanction is disproportionate to the circumstances
Appeals must be submitted within 10 working days of receiving your decision letter.
Student disciplinary procedure
RCL aims to address misconduct fairly, proportionately, and with a focus on learning and rehabilitation.
The disciplinary process applies when a student’s conduct breaches RCL rules and policies.
Examples of misconduct:
- Disruption of classes or College activities
- Misuse of College property or facilities
- Harassment, bullying, or discriminatory behaviour
- Fraud, deceit, or falsified documents (e.g., fake academic activity evidence)
- Breach of health, safety, or safeguarding standards
Examples of gross misconduct:
- Violence, threats, or intimidation
- Sexual harassment or serious bullying
- Theft or deliberate property damage
- Possession or use of illegal drugs or weapons
- Serious misuse of IT systems
- Behaviour that brings RCL into disrepute
Disciplinary procedure overview
Concerns can be reported to the Academic Quality team via academic.quality@rcl.ac.uk.
A Cause for Concern meeting may be held within 2–5 working days to resolve minor issues.
Outcomes may include advice, a written warning, or referral to another policy (e.g., Attendance or Fitness to Study).
For serious or repeated concerns, a Disciplinary Panel will convene.
You’ll receive at least 10 working days’ notice. You will also be provided with all relevant evidence in advance and given the opportunity to respond. You have the right to be accompanied by a supporter, such as a friend, member of staff, or representative.
The Panel will make its decision based on the balance of probabilities. You will receive a written outcome within 7 working days of the hearing.
Possible procedure outcomes
- No further action or informal advice
- Written warning or action plan
- Restorative actions (e.g., apology or compensation)
- Disciplinary fine (up to £500, if appropriate)
- Temporary suspension or withdrawal from study
You have the right to appeal any disciplinary decision within 10 working days.
Questions and answers
No. Raising a concern in good faith will not affect your academic progress or your relationship with Regent College London.
Yes. Student Services can support you, and reasonable adjustments will be made if you have a disability or additional needs. Email studentservices@rcl.ac.uk for assistance.
Most complaints and disciplinary cases are completed within 30–90 calendar days, depending on complexity. You will receive updates if timelines are extended.
You can speak to Student Services by emailing studentservices@rcl.ac.uk for impartial guidance before, during, or after a case.
Need help?
For further support, contact Student Services at studentservices@rcl.ac.uk.
