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Complaints

if you wish to file a complaint

You can normally complain about all matters concerning university business, if you are a party in the matter. Please first bring the matter to the attention of a teacher, your counterpart in the disagreement, or to the student counselors at your study. 

In many cases this can resolve misunderstandings, and it is at least an opportunity to get a detailed explanation of the conditions that you may be unhappy with.

WHAT CAN YOU COMPLAIN ABOUT - AND TO WHOM?

In the table below, you can see common types of complaints. You can also see who to send your complaint to - this depends on:

  • What you want to complain about
  • Which faculty your programme belongs to: 

    The Faculty of Engineering and Science (ENG)
    The Technical Faculty of IT and Design (TECH)
    The Faculty of Medicine
    The Faculty of Humanities
    The Faculty of Social Sciences

Type of complaint ENG, TECH, MEDICINE HUMANITIES SOCIAL SCIENCES
Examination The faculty office – no later than 2 weeks after the assessment has been announced The faculty office – no later than 2 weeks after the assessment has been announced The faculty office – no later than 2 weeks after the assessment has been announced
Project supervision Head of studies The study board (addressed to the head of studies) The faculty office
Teaching Head of studies The study board (addressed to the head of studies) The study board (addressed to the head of studies)
Appeal a university decision*

If a case is not decided fully in the complainant’s favor, and the decision is written and appealable, the decision must be accompanied by instructions on how to appeal. These instructions will state to whom an appeal should be directed. Complaints about credit transfer decisions are particularly addressed below.

In some cases it is only possible to make a complaint about legal issues, in other words whether the case is processed according to current law and other administrative law.

Complaints about credit transfer decisions

A credit transfer decision is a decision regarding academic matters.

A complaint about the professional decision is processed by either the board for credit transfer or the qualifications board.

Complaint to the board for credit transfer should be addressed to the faculty within two weeks after you have been informed of the decision. Complaint to the qualifications board should be addressed to the faculty within four weeks after you have been informed of the decision.

A complaint about legal issues should be addressed to the faculty within two weeks after you have been informed of the decision.

*This applies to decisions regarding complaints as well as exemptions, and in relation to both complaints about procedural errors, such as incompetence or failure to comply with deadlines, and other complaints.

WHAT MUST BE INCLUDED IN A COMPLAINT?

There are three basic types of information that must always be clearly stated in a complaint: WHO, WHAT and WHY.

WHO is filing a complaint

Include your full name, programme of study, your current semester, your address and e-mail address. If you have a Danish CPR number, please include this as well. 

If the complaint is from more than one student, all students who are part of the complaint must sign it.

WHAT the complaint concerns

For example, if your complaint concerns an exam, you must adequately give an account of all relevant details, such as the name and time of the exam, the purpose of the complaint and the names of your teacher, supervisor, and external examiner.

WHY the complaint is being filed 

It is essential that the purpose of your complaint is clear, and that your reasoning is tangible and specific. Make certain that you distinctly stipulate if you believe that there has been made formal mistakes on behalf of Aalborg University, its staff, or external examiners.
 

DEADLINES

You must file your complaint as soon as possible, and usually no later than two to four weeks after the date of the matter, which your complaint concerns. The deadline for complaints concerning exams is two weeks from the date when the exam grade is announced. For more information on complaint deadlines, ask at your faculty office.

WANT TO KNOW MORE?

Do you have questions about your options or rights, feel free to contact your study secretary or your faculty office.

THE FACULTY OFFICE FOR ENGINEERING AND SCIENCE / IT AND DESIGN / MEDICINE

Aalborg University 
Niels Jernes Vej 10 
9220 Aalborg Øst
Tel.: 9940 7383
Email: tns-klager@aau.dk 

THE FACULTY OF HUMANITIES

Aalborg University 
Fibigerstræde 5
9220 Aalborg Øst
Tel.: 9940 9597
Email: hum-eksamen@adm.aau.dk

THE FACULTY OF SOCIAL SCIENCES

Aalborg University 
Fibigerstræde 5
9220 Aalborg Øst
Tef.: 9940 9608 
Email: samf@adm.aau.dk

You are also welcome to contact AAU Student Guidance.