Appeals and Complaints
The University operates a Policy and Procedures on Student Appeals and a Complaint Handling Procedure (CHP) providing frameworks through which students of the University, applicants, graduates or members of the public can formalise any concerns they may have about aspects of their academic or non-academic experience.
- Policy and Procedures in Student Appeals
- Complaints Handling Procedure (CHP):
- Part 1: Introduction and Overview
- Part 2: When to Use this Procedure (including information on identifying what is and what is not a complaint, handling complex or unusual complaint circumstances, the interaction of complaints and other processes, and what to do if the CHP does not apply)
- Part 3: The Complaints Handling Process (including guidance on handling a complaint)
- Part 4: Governance (including information on staff roles and responsibilities and guidance on recording, reporting, publicising and learning from complaints)
- Part 5: Guide for Students (information for students and members of the public on how we handle complaints)
- Appeals Flowchart
- Form for Appeals and Complaints
- Status of Students Pending the Outcome of Consideration of (a) an Academic Appeal or Complaint; (b) Undergraduate Student Progress, or Fitness to Practice.
- The Payment of Expenses Incurred by a Successful Appellant or Complainant: Guidance Note
- Glossary of Terms
We monitor the effectiveness of our appeals and complaints procedures and analyse data in regard to volume, nature of concern, and action taken. This enables enhancements to our activities or procedures to be actioned should issues of concern or common themes arise.
In line with the requirements of the Scottish Public Sector Ombudsman (SPSO), the University is committed to report on the number of complaints it receives.