The University of the Highlands and Islands is committed to providing an excellent education and high-quality services to our students from enrolment to graduation.

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

If something goes wrong or you are dissatisfied with our services, please tell us. This website describes our complaints procedure and how to make a complaint. It also tells you about how we will handle your complaint and what you can expect from us.


What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

Our contact details

UHI House
Old Perth Road

t: +44 (0) 1463 279000

The complaints handling procedure content

The complaints handling procedure

The complaints handling procedure

Our complaints handling procedure consists of five parts and was implemented on 01 March 2021:

CHP Part 1 - Introduction and overview

CHP Part 2 - When to use this procedure

CHP Part 3 - The complaints handling process

CHP Part 4 - Governance

CHP Part 5 - Guide for Complainants

How do I complain? content

How do I complain?

How do I complain?

You can complain in person, by phone, in writing, by email, or via our Complaints Form.

It is easier for us to address complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff within the department or academic partner you are complaining about. Then they can try to resolve the issue.

You can read our complete guide to complaints handling here:

Complaints procedure - a guide for complainants

Complaints procedure – interactive resource (including case studies)

Further reading and complaint handling reports content

Further reading and complaint handling reports

Further reading and complaint handling reports

All complainants should also read the UHI Unreasonable Complainants Policy.

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

The university also publishes complaints handling reports.