What is a complaint?  

The complaints process allows students who feel dissatisfied with University services to express that dissatisfaction in a formalised way. You can complain about a variety of things including (but not limited to):  

• Failure to provide a service 

• Inadequate quality or standard of service 

• Inadequate quality of facilities or learning resources 

• Conduct, attitude or treatment by a member of staff  

 

How do I complain?  

We would always recommend trying to resolve the issue informally and directly with the school first.  

If the issue cannot be resolved informally, you raise a complaint by submitting a Complaint Form (Part A) to Academic Services. This should be done within 6 months of the issue arising. It’s important to note that cases out with that timeframe are not guaranteed to be progressed.  

 

What should I include on my complaint form?  

The Part A form is broken down into sections. The key questions to remember when you are completing the form are:  

• What happened?  
• What was the impact?  
• What outcome are you seeking?  

 

Key Tips for Completing Part A  

Go through the events chronologically, this will help you make sure you have not missed anything and make it easier for the investigating officer to follow. It is better to show than tell, include as much evidence as possible to show how the situation affected you.  

If it will help the reader understand your case, then do not hesitate to use headings to divide your letter into ‘sections.’ It is easier to read and understand small chunks of information. You want the reader to understand your case and not be confused.  

Do not put anything in your complaint that is not true. If the school can prove you have lied it will weaken your whole case.  

Avoid emotional language, remember to remain formal in your complaint form. You will have a much better chance to making your case if you avoid hostile language and remain objective and factual. Facts are much more powerful to support your case.  

Include relevant supporting evidence.  

 

What will happen after I submit my complaint? 

You will be issued with a case officer. This is a university staff member assigned to your complaint and you will be sent an email confirming these details within 3 working days. They will be your main point of contact during the complaints process. Your file record will be forwarded on to the relevant Head of School or service.  

Within 10 working days you will be asked to a meeting with the Head of Service or Head of School (or their representative) to discuss your complaint. You can bring along a family member, friend, or representative from the Students’ Union to support you in the meeting. In addition, a note taker will be present to take a record of the meeting.  

 

When will you get the outcome of the meeting?  

After the complaints meeting you will be sent a copy of the Part B from the registry within 20 working days. This will give you the outcome of your complaint and reasons the decision was made. However, please be aware that this time can be extended if further investigation is needed.  

 

What if I am unhappy with my outcome?  

At this stage, internal processes for considering your complaint have now been exhausted. If you are dissatisfied with the outcome, you may seek review of the decision by an independent person. In accordance with the Further and Higher Education (Scotland) Act, the Scottish Public Services Ombudsman (SPSO) has responsibility for the independent review of student appeals.  

The SPSO is independent of and has no connection with the University of Aberdeen. If you decide to seek further review of your appeal, the SPSO’s contact details are:  

Address: Freepost SPSO  

Freephone: 0800 377 7330  

Online: www.spso.org.uk/contact-us  

Website: www.spso.org.uk  

Mobile site: http://m.spso.org.uk  

You should contact the SPSO within 12 months of the date of the issue you are appealing against arising. The independent review arrangements cover appeals on grounds of procedure, competency and/or prejudice. They do NOT cover matters of academic judgement, including marking and examinations, except in so far as the appeal is about alleged procedural irregularities. Further information on the grounds on which your case can be considered can be found on their website here: www.spso.org.uk.