Complaints and Reporting

We’re sorry that you’re in a position where you feel the need to visit this page. Please know that your concerns matter to us, and we take every complaint seriously.

Wherever possible, we’d love the opportunity to resolve things together informally. But if you feel a formal complaint is the right step, you can be assured it will be handled with care. If within our investigative scope, it will be  fully investigated within the timeframes outlined below.  If the issue falls outside of what we’re able to investigate, we may direct you to the police or another appropriate organisation who can support you further.

If you're in need of extra support during this time, we encourage you to reach out to the University Wellbeing Services—they’re here to help you. 

If you have experienced or witnessed any form of harassment, bullying, intimidation, or discrimination, we also encourage you to additionally report this through the University’s Speak Out page. Your voice matters, and we want to ensure that everyone feels safe and supported. 

Primary Button

I want to make a complaint to the Guild — how do I do that? 

If something’s gone wrong and you want to raise a concern with Exeter Students’ Guild, there are a couple of routes you can take. 

Making An Informal Complaint:

We aim to resolve concerns informally where we can - through a conversation, mediation or something practical like a refund. If you feel comfortable you can talk to the most relevant person which could be a member of Guild staff.

Report an informal concern

Making a formal complaint:

If the complaint has not been satisfactorily resolved, or the nature of the complaint is serious, you can submit a formal complaint via email using the Guild’s complaints procedure.  

Make a Complaint

Types of complaints the Guild can investigate:

Service complaints

If you’re unhappy about any of our services, including the service provided by Guild staff, you can complain in line with our Complaints Policy using the options above. 

Report an informal concern

Society code of conduct complaints (about an individual or group)

Our Code of Conduct outlines the expected behaviour for all Guild members. If you believe someone has violated it during a Guild event, activity, volunteering, or society participation (including online), you can report it through this procedure. 

Complaints must be raised within 28 days of the event occurring. 

You can also complain to the Guild if an alleged breach of the Code of Conduct by other member(s) has impacted your ability to access and/or participate safely in our activities, opportunities or events. 

If your complaint is related to Student Elections, please contact elections@exeterguild.com. 

Report now
  • Information needed for your complaint:
  • Your full name and contact details 
  • The details of your complaint – focusing only on the necessary information
  • The informal steps taken already (if applicable) and why you’re unhappy with the outcome of these  
  • What outcome or resolution you would like. 
  • Your complaint may take longer to be investigated if you do not provide all the relevant information.  

What happens next?  

Here is a bit more information about what you can expect from the formal complaints process. 

Complaint acknowledged via email (within 7 days of receiving all the required information). 

We’ll be in touch to confirm we have received your complaint.

Report an informal concern

Complaint investigated (within 28 days)

Once we receive your complaint, we’ll check whether it falls within the Guild’s scope. If it does, you’ll be assigned an impartial investigator who will review the evidence, speak to the people involved, and gather any relevant witness statements. If the issue falls outside of what we’re able to investigate, we may direct you to the police or another appropriate organisation who can support you further.

Report an informal concern

Complaint outcome (within the 28-day investigation period). 

If your complaint or report is unsubstantiated, no further action will be taken. If the complaint is substantiated, it will be reviewed by a decision-maker panel to determine the appropriate outcome. 

Report an informal concern

Support for you

If your complaint is not about your Students’ Guild and is about the University instead, please visit here. Our Advice Team are always here to support you, if you need it.  

Documents and Policies

Here are the full policies for you to look at

Complaints Policy
Member Code of Conduct
Member Disciplinary Policy
Sexual Misconduct Policy
External Speaker Framework
Freedom of Speech Code of Practice

complaints

We are sorry that you are feeling as though you need to even look at this page.

We are committed to providing the best possible experience for our members. Your feedback is vital to ensuring we can do this. We would like to encourage you to resolve any issues via informal routes if possible.

If you would like to speak to the relevant department before making a formal complaint please do not hesitate to contact us.

Before submitting a complaint, we would like you to think about the following questions:

  • Have you tried to resolve the complaint informally?
  • What would you like to complain about?
  • What would an effective resolution of your complaint be?

You can find the Complaints Policy here, as well as further policies like our Code of Conduct, Sexual Misconduct Policy, and Disciplinary Policy. To submit your complaint, please email complaints@exeterguild.com

We ask you to be as explicit as possible about the reasons and incidents that have led to your complaint as well as answering the above questions.

Your complaint will be acknowledged within 7 days and we will give you an indicative timeline on how long it will take to investigate your complaint or further details we may require.

If your complaint is not about the Students’ Guild and about the University, please visit here.

Our members can also seek advice from Guild Student Advice.

If your complaint is about the conduct of Guild elections, please click here. This complaints procedure doesn’t cover these.

How to Report in Exeter

We encourage students to report incidents, whether anonymously or openly, through Exeter Speaks Out or seek confidential advice from our Advice Team, who provide support tailored to your individual circumstances. Reporting to the police or the University is always entirely your choice, and we’re here to guide you without pressure. By sharing your experiences, you help us not only support you but also advocate for stronger measures to protect others. 

 Remember: if you are in an emergency, call 999 and ask for the appropriate service. 

If you’re based on campus: the University’s campus security teams are mobile, response-based services covering all aspects of security, safety and welfare for staff and students on our campuses. They are available 24 hours a day, 365 days a year. 

Estate Patrol on our Exeter campuses, routine 01392723999 or emergency 01392722222. 

You can also contact security directly through the SafeZone app. The app is available to all Exeter students and makes it easier for you to contact Security directly from your phone. 

 The Devon and Cornwall Police website includes guidance on how to report a hate crime and lists a number of local and national organisations and charities that can support if you have been a victim.  

‍

External support and reporting services

Devon Helplines and Mental Health Support
Samaritans
Book a Call With Anxiety UK
Report Any Hate Crime Online
Hope, Not Hate
Islamophobia Support Unit
Text Shout 85258