Complaints, compliments and other comments relating to the Welsh language

Submitting a complaint or praise

Swansea University is a bilingual institution. We support the right of our students, staff and the public to use Welsh and we promote opportunities to use the language in academic study, in work, and socially.

We welcome comments of all kinds, whether they are complaints or compliments, so that we can learn from our mistakes and to ensure that we recognise and share good practice.

Swansea University is committed to fully complying with the Welsh language Standards and to dealing effectively with any complaints about our failure to meet the Standards, or any other complaint concerning the Welsh language within the University.

How to complain

You can make a complaint, or any other comment, by contacting the University's Welsh Language Policy and Promotion Officers by:

email: welshlanguageoffice@swansea.ac.uk

phone: 01792 606743

letter:             Welsh Language Policy and Promotion Officers

                        Compliance Department

                        Singleton Abbey

                        Singleton Park

                        Swansea SA2 8PP

Complaints procedure

After receiving your complaint or comment we will follow the steps set out in our Swansea University Welsh language complaints procedures . In brief, we will:

  • deal with the complaint or comment in a serious manner
  • acknowledge receipt of your complaint within 5 working days
  • aim to resolve the complaint and provide a full written response within 20 working days (this could take longer is the issue is complex)
  • put things right to avoid it happening again, if we have done something wrong.

If a complaint is received over the phone, or in person, our aim is to try and resolve the issue there and then. If this is not possible, we will write to you and follow the formal steps given above.

Rather than contact the University, you can also send a complaint directly to the Welsh Language Commissioner, using this complaints form.

Keeping a record of complaints

We monitor all complaints concerning the Welsh language.

We will record the number of complaints we receive about compliance with the Welsh Standards in our annual report to the Welsh Language Commissioner. We will also keep copies of each written complaint. We will not share personal information with external bodies.

The University's Welsh Language Strategy Committee receives regular reports about complaints, and an annual complaints report is submitted to the University Council. The Welsh Standards Steering Group will deal with serious complaints or situations where an institutional response is required.