CUSU endeavours to offer all of our members, employees, volunteers, partners and clients the highest levels of respect and good service. In return we demand a high standard of professional conduct from our officers and staff. If you are dissatisfied in your dealings with the CUSU we want to hear from you, and we will work hard to address your issue swiftly and fairly.
How to complain
If you are unsure of how to take forward a complaint or who to contact, contact info[at]cusu.cam.ac.uk or call 01223 333 313 and someone will support youto find the relevant information.
You might also contact one of CUSU’s elected officers.
You can also submit your complaint directly to info[at]cusu.cam.ac.uk and we will then suggest the appropriate process.
Complaints might ordinarily be expected to concern one of the following:
- CUSU services, facilities, products or contractors
- How the charity has behaved in its activities
- CUSU members’ conduct (e.g. at a CUSU function)
- The conduct of CUSU elected officers
- The conduct of CUSU staff or trustees
- One’s employment with CUSU or position of responsibility (e.g. trusteeship)
When submitting a complaint please be specific with detail as far as possible (e.g. if relevant, include the date, time, and location of the behaviour that you witnessed or the service that you received); and try to include additional information that would help the CUSU in reviewing your complaint, including information about the harms caused to you or your knowledge of others who may have been impacted. Please give details of the best way in which the CUSU can be in contact with you regarding your complaint.
Handling of complaints
The below table sets-out the relevant processes for different types of complaint as well as the role responsible for handling the complaint within the charity. We also give details on how to raise complaints should a complainant feel uncomfortable approaching the designated handler.
|Complaint focus||Policy||Who deals with complaint||If person dealing with complaint is implicated…|
|CUSU services, facilities, products or contractors
How the charity has behaved in its activities
|Grievance & Complaint Procedure contained in Standing Orders, Article K
SUAS Complaints Procedure if concerning SUAS
|President, however the President may delegate the complaint to a staff member or another elected officer||Complaint allocated to wider Executive.
Contact another elected officer or contact info[at]cusu.cam.ac.uk to request another team member who is not the President to speak to liaise with about a complaint.
|CUSU members’ conduct.
The conduct of CUSU elected officers
|Member Disciplinary Procedure, Standing Orders, Article J
Employee Disciplinary Procedure, if relevant, to elected officer.
|President, however the President may delegate the complaint to a staff member or another elected officer||Complaint allocated to another Sabbatical Trustee
Contact another trustee or contact info[at]cusu.cam.ac.uk to request another team member who is not the President to speak to liaise with about a complaint.
|The conduct of staff.
The conduct of elected officers.
The conduct of trustees.
|Staff-Student Protocol from Employee Procedures.
Constitution, clauses 46-48.
|President, however the President may delegate the complaint to a staff member (one not involved) or another elected officer.
Complaints against trustees should be sent to the General Manager in the first instance by asking for their details via info[at]cusu.cam.ac.uk
|Another Sabbatical Trustee or Student Trustee.
Or if complainant has doubts about raising complaints to other trustees, complainants may seek advice from staff or the University.
|One’s employment with CUSU or position of responsibility (e.g. trusteeship)||Employee Procedures||A person’s line-manager would prdinarily deal with first-stage complanits and issues.
The President is the Whistleblowing Officer.
|Where sensitivities involve a line-manager or other manager, complaints will be managed by other managers or elected officers who are not involved. In some instances external HR consultants will be contracted to investigate or handle processes in order to maintain transparency.
Complainants who feel uncomfortable approaching their line-manager or a senior manager are welcome to approach another manager with a complaint; an elected officer; or even contact the trustees.
Where conflict exists with an existing policy, it is customary to agree any changes to an existing process with the complainant (that may help to maintain fairness and accountability in the process).
The Trustees are responsible for reviewing organisational policies and procedures.