Complaints form
We've put a form together to help you to focus on the points you wish to raise and to help us retain a clear record of your complaint.
You can complete this either through the online portal:
or by downloading a copy to submit via email or in person:
We are committed to making our service easy to use, let us know where we can provide any reasonable adjustments to help you access and use our services.
It is easiest to resolve complaints if you make them quickly and directly to the service concerned. Talk to a member of staff within the department you are complaining about, and they can try to resolve any problems on the spot.
Our procedure
Our procedure sets out the process the University follows when a complaint is received, and provides for two internal stages and a final stage with the . We are required in law to comply with the requirements of the Ombudsman.
Take time to read the guidance thoroughly.
Submit your complaint, we will explore the issues raised and aim to respond within 5 working days.
You can escalate your complaint to a complaints investigation, and we aim to respond within 20 working days.
If you remain dissatisfied with our response or complaints handling, you can contact the Scottish Public Services Ombudsman, and request they consider it further.
If you are considering making a complaint to the university, please first read:
You can raise matters either by discussing the matter in person, online, by telephone or email.
Please tell us what you are complaining about, how you have been affected, and what you would like the University to do to make things right. The complaints process is focused on resolution, so you should include what a satisfactory outcome would be. We will need your contact details, and it will be helpful if you can provide evidence to support your complaint.
Our procedure sets out the process that the University follows where a complaint is received and it is designed to ensure that complaints are given careful and fair consideration.
The Complaints Handling Procedure is available in different formats on request from complaints@rgu.ac.uk
Complaints at Stage 1, frontline, are dealt with as quickly as possible and usually within 5 working days. We expect the majority of complaints will be handled at Stage 1. If you remain dissatisfied after Stage 1, you can request we look at it again, at Stage 2.
If the complaint is complex or requires a more robust investigation, we can consider the complaint as a Stage 2 matter straight away. Stage 2 is normally undertaken by staff independent to the school/department involved in the complaint issues and usually within 20 working days.
Mediation
Mediation can be a highly successful alternative means to resolve complaints. Mediation is a confidential, informal, voluntary, self-determined and without prejudice process. It provides a framework within which participants can communicate their perspectives and find constructive mutually agreeable outcomes.
Internal stages of a complaint
Stage 1: Frontline
If you feel able to do so, try to sort out the problem with those who are directly involved. We expect the relevant staff member, tutor, university representative or office involved in matters have the most direct influence on the situation to resolve issues.
If you are unsure who to contact in the first instance, contact complaints@rgu.ac.uk and we can help you to decide who to approach.
At Stage 1 we seek to resolve straightforward complaints swiftly and effectively at the source of the concern within 5 working days.
Stage 2: Investigation
Where you are dissatisfied with the outcome of frontline response, or where frontline response is not appropriate due to the complexity or seriousness of the case, please escalate your complaint online using our Complaints Portal, by contacting the complaints team, or any member of staff.
We will:
- acknowledge receipt of your complaint within three working days,
- appoint a Complaints Investigator who is normally ‘independent’, that is a staff member from a different area of the university to the one involved in the matters of complaint,
- discuss your complaint with you to clarify why you remain dissatisfied and what outcome you are looking for,
- give you a full response to the complaint as soon as possible and within 20 working days.
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
External stages of a complaint
Escalation to SPSO
If, at the end of the process, you remain dissatisfied, you may seek external review of your case by the . The SPSO is the final stage for complaints about universities in Scotland. Contact the SPSO:
- By post, at Freepost SPSO,
- By phone on 0800 377 7330,
- .
Support
If you require any support or reasonable adjustments to be made to the process in order to make it accessible to you, you can request this from any member of staff, or by emailing complaints@rgu.ac.uk or telephone 01224 262195.
If you wish support to put your complaint in writing or independent advice on complaints, this is available from:
Specifically for our students, we have a number of additional support services including:
The Complaints Handling Procedure is available in different formats on request from complaints@rgu.ac.uk or telephone 01224 262195.
Unacceptable Behaviour
The University aims to handle all complaints seriously, confidentially, and impartially.
In return, you are expected to actively engage, provide necessary information, and treat the University's staff with respect.
Occasionally the behaviour or actions of individuals disrupts the University from dealing with the complaint under the Complaints Handling Procedure.
The Complaints Handling procedure in conjunction with Dignity at 19¶¶Òõ which sets out expected standards of behaviours for anyone using the Complaints Handling Procedure and specifies how we will manage cases where behaviour is problematic.
Information Management and Security
Recording
The university will collect and process your information in accordance with the General Data Protection Regulation (GDPR). As part of the complaints handling process, your data may also be stored by an authorised third party.
Confidentiality
To investigate complaints properly disclosure of the complaint and complainant will normally be required. Every effort will be made to ensure complaints are handled with discretion and information about individual complaints will only be shared with those who need access for a legitimate purpose.