Complaints Handling
UHI Perth is committed to providing an excellent education and high-quality services to our students from enrolment to graduation, as well as for providing an excellent experience for all other members of the public using UHI Perth services or visiting the campus.
UHI Perth’s definition of a complaint is:
‘An expression of dissatisfaction by one or more individuals about the standard of service, action or lack of action by or on behalf of the Institution.’
Who can make a complaint?
Who can make a complaint?
Anyone who receives, requests or is affected by UHI Perth services can make a complaint.
How do I make a complaint?
How do I make a complaint?
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 staff within the academic or service area or alternatively contact the Quality Department. Then they can try to resolve the issue.
We will not normally look into a complaint posted on social media but we will respond to the post and advise the person how they can make a formal complaint should they wish to.
Our complaints handling procedure consists of five parts and is based on the SPSO complaints handling model. It was implemented on 01 April 2021.
Anonymous Complaints
Anonymous Complaints
Complaints submitted anonymously will not normally be considered, however, if there is enough information, we may informally investigate the matter to ensure that due process has been followed and improve our service where we feel this is necessary. We will not record this as a formal complaint or include it in our complaints statistics nor could we report back to you on our findings.
Time Limit for Making Complaints
Time Limit for Making Complaints
Complaints should be made as soon as possible and within 6 months of the problem arising. UHI Perth will exercise discretion with complaints received beyond the 6- month time limit.
Unreasonable Complainant Behaviour
Unreasonable Complainant Behaviour
UHI Perth believes that complainants have a right to be heard, understood and respected. Occasionally, the behaviour of individuals using our complaints handling procedures makes it very difficult for us to deal with their complaint. In a very small number of cases, the behaviour becomes unacceptable because it involves abuse of our staff or our processes. When this happens we have to take action to protect our staff. We consider the impact of the behaviour on our ability to do our work and provide a service to others. The UHI Unreasonable Complainant Behaviour Policy explains how we will approach these situations.
The Complaints Handling Process (CHP)
The Complaints Handling Process (CHP)
If your complaint can be easily resolved, for instance, an ‘on the spot’ apology, explanation or other action, any member of staff can record your complaint and deal with it at frontline (within 5 working days). In some instances, they may have to refer your complaint to another member of staff who can resolve it for you.
However not all complaints can be resolved quickly. For issues that have not been resolved at the frontline or are more complex or serious, a more thorough investigation is required. UHI Perth will allocate a Complaints Investigator and aim to investigate and provide an outcome to these complaints within 20 working days.
If we need to take any longer than the timelines, we will always keep you informed.
It is useful in these circumstances if you could complete the complaints form with as much information as you can. A member of the Quality team will then liaise with you to confirm receipt and discuss the details of your complaint prior to it being formally investigated.
The Scottish Public Services Ombudsman (SPSO)
The Scottish Public Services Ombudsman (SPSO)
The SPSO is the final stage for complaints about public services in Scotland. The SPSO reviews complaints from people who remain dissatisfied at the conclusion of the Institution’s CHP. We always provide information on how to contact the SPSO and escalate a complaint when communicating the outcome of an investigation.
Alternatively, if your complaint is about your course award then you may be directed to appeal to the Awarding Body and/or thereafter SQA Accreditation if your award is a regulated qualification.
Publicising and Valuing Complaints
Publicising and Valuing Complaints
We publish Quarterly Reports and an Annual Report on the number of complaints we have investigated to help inform stakeholders of how we are performing. We are committed to ensuring that we learn from complaints and that they are used to help us improve our services and the quality of your college experience.