Complaints must be presented in writing and contain the personal data of the person filing the complaint, the facts that led to the complaint, motives or reasons the request is based on, and the specific request being presented to the University Ombudsman, together with the supporting documents which are deemed necessary.
The University Ombudsman will not accept the following complaints for consideration:
- Anonymous complaints.
- Complaints with insufficient substantiation or lack of grounds.
- Complaints in which bad faith is perceived.
- Complaints whose handling may damage third parties’ legitimate rights.
- Complaints which are not related to the University of Deusto’s bodies and services or their members’ actions.
- Complaints referring to matters with administrative or legal proceedings pending, or those which have not exhausted all the competent instances and resources envisaged in the University of Deusto By-Laws and regulations. The University Ombudsman shall suspend any action concerning the complaint if administrative or judicial proceedings on the same matter were begun.
In any event, the University Ombudsman will notify the interested party of the reasons for rejecting the complaint.
Once the complaint has been accepted for consideration, the University Ombudsman will take the investigative measures considered appropriate and request the information he/she considers necessary to deal with the complaint. In any case, the individuals, bodies or services that may be affected by its content will be duly informed and will be given the opportunity to submit the arguments that they deem necessary. Once the Ombudsman has completed this process and a decision has been reached, he/she will notify in writing the author of the complaint and the persons, bodies or services affected at the University.
The decision, which must reasoned, may contain recommendations to solve the deficiencies observed. Except in especially complex cases, the University Ombudsman must reach a decision within three months of having accepted the complaint for consideration. Decisions made by the University Ombudsman are not subject to appeal. Decisions are not binding and will not modify University agreements, resolutions, procedures or regulations.
Once the parties concerned have agreed to enter into mediation, the University Ombudsman will notify them of the deadlines to present their claims in writing and the supporting documents. After said deadline, the Ombudsman will convene one or more meetings of the parties concerned during which he/she will propose the compromise solutions considered to be the most suitable for the issues being dealt with. Agreements resulting from mediation will be written in the minutes, which must be signed by all the parties concerned. This document will be binding provided that all the parties concerned agree and it does not violate university regulations in force.