Complaints: information for staff

The University is committed to providing an excellent educational experience for our students and high quality services to all other service users of the University.

The University has a duty to maintain and enhance the quality of its provision and to provide an effective system for handling complaints. The University has a Complaints Handling Procedure which allows complainants to raise matters of concern without fear of disadvantage and in the knowledge that privacy and confidentiality will be respected.

We value complaints and use information from them to help us improve our services.

Some matters cannot be handled under the Complaints Procedure (e.g. a challenge to an academic decision should be raised as an academic appeal not a complaint).

The Complaints Procedure is available to 'service users'. As a member of staff, therefore, if you wish to raise a concern you may need to use another procedure.

For more information, see 'What is a complaint', ‘Which procedure should I use?’. If you have any questions or are looking for guidance or advice, please contact the Complaints Resolution Office.

Complaints will be recorded, along with any action taken.  Information on complaints is published annually and statistics are available to view.  

Anyone who has followed the University’s Complaints Procedure and remains dissatisfied with the University’s final response may seek Independent External Review of their complaint by contacting the Scottish Public Services Ombudsman.