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Student complaints policy and procedure

A student guide

Our student complaint principles

We operate under the principles issued from the Scottish Public Services Ombudsman. These principles are that the policy and process should be accessible, fair, flexible, confidential, clear, and timely.  Complaints that arise through this process are monitored and mechanisms are in place to identify and apply any lessons that have been learnt from the complaints.  Staff who deal with the complaints process have the necessary authority and management support to carry out the process effectively.  If you decide to make a complaint in good faith you will not be disadvantaged in your programme of study regardless of the outcome of the complaint.

What can I complain about?

A "complaint" is defined as any specific concern you have about the provision of your programme of study or related service, or the behaviour of staff or fellow students towards you or any other person.

It includes the assessment process except where the complaint is simply a disagreement with an academic judgement for example a grade you receive for an academic assessment or exam. Academic appeals are dealt with by the Academic Standards and Quality Regulations.

Who should I complain to?

In the first instance complaints should be raised with those directly involved, you should seek advice from your PAT, the UHI Students Association or a member of student support staff in your UHI college.

How do I complain?

You can complain in person, by phone, in writing or by email via our complaints form. It is easier for us to resolve complaints if you make them quickly and directly to the service concerned so please talk to a member of our staff within the department you are complaining about, as an alternative you may speak to student services staff about your complaint. Then they can try to resolve any problems on the spot. The informal stage can often result in a speedy resolution without the need for a formal stage. For example, in the case of a complaint about your programme of study, this would involve speaking to the module tutor, programme leader and/or other staff directly involved with the module or programme. All students are encouraged to use this informal route.

Read more about the complaints process and how it works and the timescale you can expect.

All complainants should also read the UHI Unreasonable Complainants Policy.

Further reading

For more information, please see our Complaints Handling Procedure 2016-17 document or our Guide for Students document.

If you would prefer to offer constructive feedback rather than a formal complaint, please find details of our Red Button service here.

Complaint handling reports

The university publishes complaints handling reports on a quarterly basis.