University Secretary's Group


The complaint procedure is designed to ensure that complaints are properly investigated and are given careful and fair consideration.

Making a Complaint

If you are considering making a complaint to the University, you should first:

  • Try to sort out the problem with those who are directly involved. Generally complaints are resolved more easily and effectively at an early stage and by those who have a direct influence on the situation. We call this "Frontline Resolution".
  • Have a look at the information and guidance accessible via the links above which explain the complaint procedure.
  • If you are a student, speak to an Adviser at the Edinburgh University Students' Association (EUSA) Advice Place. EUSA Advisers have a great deal of relevant experience and knowledge of the University procedures.

The Advice Place - Edinburgh University Students' Association (EUSA)

If a complaint can not be resolved at the "Frontline", please complete the form. Details of how to submit a complaint are on the form.


The procedure involves up to two stages and adheres, as far as possible, to a specified timescale. Any one wishing to raise a complaint about a matter which is the responsibility of the University must do so via this procedure. Information and advice on the procedure can be accessed via the link below:



Complaint Handling Reports



Right of appeal

Once the complaint has exhausted all of the stages of the University complaint procedure there is a right of appeal to the Office of the Scottish Public Services Ombudsman.