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University of Stirling

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How to make a complaint

Complaints handling procedures

Our procedures are intended to provide a quick process and an early resolution. Anyone who has a complaint is encouraged to raise it as soon as possible. The procedure involves up to two stages.

1. Frontline resolution seeks to resolve straightforward complaints swiftly and effectively at the point of making the complaint.

Complaints at this stage of the process may be addressed by any relevant member of staff, and may be handled by face-to-face discussion with the complainant, or by asking an appropriate member of staff to deal with the complaint.

2. Investigation is appropriate where a complainant is dissatisfied with the outcome of frontline resolution, or where frontline resolution is not possible or appropriate due to the complexity or seriousness of the case.

Independent external review

If you remain dissatisfied with the University after its complaints process, you can ask the Scottish Public Services Ombudsman (SPSO) to review your complaint. The SPSO is the final stage for complaints about public services and universities in Scotland.  This includes complaints about Scottish universities.

Guidance for students

We are committed to providing an excellent education and high quality services to our students from enrolment to graduation. You can look at our complaints guidance that will help you make a complaint. You can also seek help from the Students’ Union, who have staff with experience of supporting students with complaints.

The University of Stirling Complaints Procedure – a guide for students

Further guidance on making a complaint

Our guides have been drawn up in compliance with the Scottish Public Services Ombudsman and tell you what you need to do to make a complaint. The basic process is the same for students, staff, members of the public and applicants.

Access our latest report on complaints including quarterly and annual statistics

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