University’s Complaints Procedure

Thanks to all staff members who have already handled complaints through the University’s Complaints Procedure, which has just entered its third year of operation.

In this time 238 Stage 1 (frontline resolutions) and 73 Stage 2 (investigations) have resulted in 141 recommendations to enhance the student experience through service improvements: a key feature of the Scottish Public Services Ombudsman’s model of complaints handling.

We need to record all complaints the University deals with and the Senate Office therefore relies on staff members to log Stage 1 complaints. To log a complaint please visit: Complaints.
Logging complaints allows us to monitor, progress and report on process enhancements.

We also recognise the importance of working with our colleagues across the campus to provide support and training through:


Ms Fiona E. Dick
Senior Academic Policy Manager


First published: 14 September 2015