University Secretary's Group

Procedure

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

Video: Procedure for the University's Complaint's Procedure
British Sign Language, Procedure for the University's Complaint's Procedure

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 if you feel able to do so. 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 below which explain the complaint procedure.
  • If you are a student, speak to an Adviser at the Students' Association Advice Place. Students' Association Advisers have a great deal of relevant experience and knowledge of the University procedures, and can also assist with potential complaints about interpersonal matters involving students or staff.

The Advice Place - 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.

Making a complaint in Gaelic

As stated in the University’s Gaelic Language Plan, any complaints submitted in Gaelic will receive a response in Gaelic.  Timescales for responses are standard to those published in the complaints procedure.  Complaints submitted in Gaelic may be read and translated by a translator in line with our Privacy Notice.

Procedure

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.   There is a BSL version of the quick guide to our complaints procedure.

 

 

 

Video: Quick Guide for the University's Complaint Procedure
British Sign Language, Quick Guide for the University's Complaint Procedure

 

Expected Behaviour Policy

The policy sets out expectations for behaviour by parties involved in Appeals, Complaints and Student Conduct procedures and specifies how we will manage cases where behavior is problematic.

Right of review

Once the complaint has exhausted all of the stages of the University complaint procedure, the complainant may ask the Scottish Public Services Ombudsman to look at the complaint.

http://www.spso.org.uk/