Complaints

Routines and handling of complaints from students concerning education at LUSEM

In cases where a student has a complaint concering a course or programme, this should primarily be handled by the teacher concerned. If the situation can not be solved, the student can then turn to, in the following order: the director of studies, the head of department, the vice-dean with responsibility for education.

During the process, the student can contact the study advisor, the student union LundaEkonomerna or the Student Ombudsman for support and guidance. Feel free to inform the student of this opportunity.

A complaint can be submitted in writing, orally, or through the student survey used in the course evaluation work.

In the course evaluation work, students has the opportunity to express opinions and complaints anonymously through the student survey that all students in the course have the opportunity to answer. The student survey is part of the data in the course director's work with course analysis. This work can lead to changes. Any implemented changes is reported to the new student group in connection with the start of the course.

It is important to make sure that the right person handles the complaint. If a complaint ends up with an employee who is not to handle the case, they must ensure that it ends up with the right person.

Complaints must primarily, be handled by the concerned department. All complaints must be handled promptly. The complaint must be investigated to the extent necessary. The scope of the investigation is determined by what the complaint concerns and the circumstances in the individual case.

If no investigation is required, the complaint can be handled through conversations with the student who presented the complaint. If, on the other hand, the complaint requires an investigation, this must be documented, and registered (in W3D3).

If necessary, the university's lawyers can be consulted when handling complaints.

The student must be informed before any decision is taken, of the proposed decision so that they are given the opportunity to comment. The decision should be taken in accordance with the current decision-making and delegation procedures.