What is a complaint?
The university defines a complaint as 'An expression of dissatisfaction by one or more individuals about the standard of service, action or lack of action by or on behalf of the University.'
A complaint may relate to:
- The quality and standard of service
- Failure to provide a service
- The quality of facilities or learning resources
- Treatment by or attitude of a staff member, student or contractor
- Inappropriate behaviour by a staff member, student or contractor
- The failure of the University to follow an appropriate administrative process
- Dissatisfaction with the University’s policy, although it is recognised that policy is set at the discretion of the University
Who can complain?
- Current students and recent graduates of the University (all referred to as ‘students’ through the remainder of this document who have a complaint about matters which are (or were at the time they arose) the responsibility of the University;
- Members of the public, where they have a complaint about matters which are (or which were at the time the issue arose) the responsibility of the University; and
- Applicants to the University and whose complaint does not relate to academic judgement.
Step by Step procedure guide
- To start with contact an ‘appropriate person’ in your School informally to deal with your issue.
- If you are unhappy with their decision, you can fill out an appeal and complaints form. This should be done as soon as possible but certainly within 6 months.Then submit this to firstname.lastname@example.org. A meeting will be arranged with the Head of School or Service following your submission. This meeting will occur, and a full outcome sent to you, within 20 working days of your submission
- If, at the end of the process, you believe the University has not adhered to its procedures in hearing your complaint, you may seek independent review of your case by the Scottish Public Services Ombudsman.
Remember! AUSA Advice can help and support you through every stage.
How we can help you
- We can support you through every step of the process
- We can give you information on how to complain
- We can arrange meetings to discuss your concerns and any questions arising
- We can help you to fill out an complaint form and review it for you
- We can support and represent you during the hearings