UWS is committed to providing the highest level of service for its students and members of the public who may have contact with the University. However, the University recognises that, on occasion, issues or concerns can be raised by students or members of the public.
If you have an issue, concern or problem you are encouraged to raise it with the School or Support Department in which the issue arose. The purpose of this frontline resolution is to attempt to resolve your problem as quickly as possible. However if after trying to resolve the problem you are still not satisfied, then you can submit a complaint.
Although you can send your complaint to us by email or phone, we would advise you to submit your complaint on the Complaint Form.
This is to your benefit as it not only allows you to fully identify the substance of your complaint but it also allows you to clearly identify the outcomes you are seeking from the complaint investigation. This will help greatly with the investigation.
When you have completed the form you can email it to firstname.lastname@example.org or post it to Complaints, Student Administration, Paisley Campus, High Street, Paisley PA1 2BE. Please include any relevant documentary evidence.
There are guides to help you understand our complaints process:
More information about the University’s complaint handling process can be found here.
The University is committed to looking after any information that you make available to us when you make a complaint to us. We aim to be clear about what we will do with your data. This privacy notice explains when and why we collect personal information about you, how we will use / share it, keep it secure and your rights in relation to this information.Complaints Privacy Notice (pdf)
The University reports on its complaints handling performance annually in line with statutory requirements. This includes performance statistics showing the volume and type of complaints and key performance details, for example on the time taken and the stage at which complaints were resolved.
The Scottish Public Services Ombudsman (SPSO) allows access to fair and impartial decision-making on individual cases where users of public services and service providers disagree on the quality of service provided, particularly in areas of alleged maladministration and injustice. Their service is independent, impartial and free.
Once all stages of the University’s complaints procedures have been exhausted, if the complainant remains dissatisfied with the conclusion of the University's Complaints Handling Procedure, they are entitled to ask the SPSO to look at their complaint.
The SPSO will look at issues such as service failure and maladministration (administrative fault) as well as the way the University has handled the complaint.
The UWS Students' Association (SAUWS) has a separate, two stage complaints procedure which sets out how you can make a complaint about SAUWS. If you are not satisfied with the outcome of the stage 2 complaint and the initial complaint is about democratic or representational matters, you have the right to refer the complaint to the University and ask for an independent person to be appointed to investigate and report on your complaint.Find out more