If you are dissatisfied with a service provided by the University you should always raise any issue of complaint informally with your faculty, and you will receive a response which most of the time will resolve your complaint.
If you are still not happy with the response and any proposed solution, you can take your complaint further through with the Student Casework Team. Please contact Student Casework studentcasework@sunderland.ac.uk (Tel: +44 (0) 191 515 2941) for advice on the process, or the Students’ Union su.studentadvice@sunderland.ac.uk for advice on the process and advocacy and support. You can find the formal Complaints Policy here: Student Casework | The University of Sunderland