Other types of complaints
If you have a complaint, first check if it falls into one of these categories and read the relevant advice:
- Unacceptable behaviour (including sexual harassment)
- Improper treatment
- Academic integrity
- Malpractice
- Disagreeing with a decision
- Concerning or threatening behaviour
Other type of complaint?
If your complaint does not fall under one of these categories, you can instead refer to the regulations on other complaints.
Complaints, comments, and questions
For some types of complaints, comments, and questions, there is a specific procedure within the Faculty of Social and Behavioural Sciences, but other issues might be covered by one the University's central desks. It's always a good idea to check there first.
Complaints about teaching and facilities
For most complaints, it is a good idea to first talk about the issue with the lecturer or tutor concerned. Usually, you can work things out together, and they will be able to explain why a given decision was taken, how something came about, and what the options are for resolving the issue. We warmly encourage you to have an open conversation and actively seek an appropriate solution together.
Tip: Preferably visit the lecturer first to talk things over in person. Things may come across differently in an e-mail. Many issues can be solved 'live' in no time!
Complaints about your studies in general
Your study adviser is the first port of call for matters concerning the process of your studies in general. Talk to the study adviser if you have problems to do with your planning, your schedule, an elective or an exemption, or an internship, for instance. Your study adviser can also advise you on situations that arise with a lecturer or supervisor.
Tip: Make good use of the opportunities to review your exam script. this will give you a chance to ask questions about your exam and what the assessment criteria were.
Help from the POPcorner
If you find it difficult to talk to a lecturer or tutor on your own, you can turn to the POPcorner for help. Someone will then explore your situation with you and advise you on how best to proceed. If it is indeed necessary to talk things through with the lecturer, you can ask someone from the POPcorner to go with you. They can help ensure that emotions do not run too high, and that both parties can explain their view of the situation in a pleasant manner. Involving a third party ensures that everyone's views are taken into account and can help find a solution that works for everyone.
Escalation
Sometime, even with the help of your study adviser and the POPcorner, you may still be unable to work things out with your lecturer or tutor? In that case, the study adviser, or mediator of the POPcorner, may ultimately refer you to the FSW complaints coordinator. They will take note of your complaint and get to work to find a suitable solution. The complaints coordinator is bound by the Leiden University Regulations on Other Types of Complaints. These regulations ensure that your complaint is dealt with correctly, in accordance with legal agreements that apply to the University as a whole. So always visit your student adviser or the POPcorner first. In many cases, direct escalation is not necessary.