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SAUWS have a separate procedure which sets out how you can make a complaint about SAUWS. You will find a copy of this as well as more information and a copy of the coimplaints form on the SAUWS website.

The SAUWS complaints procedure is a two stage process. 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 ask the University to appoint an independent person to investigate and report on your complaint.

You should make sure you have completed the SAUWS complaints procedure before referring the matter to the University. The process for referral is as follows:-

Referral to the University

Referral to the University must be made in writing to the Office of the University Secretary within fourteen days of the stage 2 decision from SAUWS. Referrals can be made by e-mail to or by post to the Office of the University Secretary, University of the West of Scotland, High Street, Paisley, PA1 2BE

Original complaint to SAUWS

Your referral should include details of your original complaint to SAUWS , the outcome of this complaint and the reason you are not happy with the way your complaint was handled.

Acknowledgement of your complaint

The University will aim to send you an acknowledgement of your complaint in writing within 5 days of receipt of your complaint.

Not considered

The University will not look at-

  • a complaint that has not completed the SAUWS complaints procedure
  • events that happened, or that you became aware of, more than a year ago
  • a matter that has been or is being considered in court.


If the above criteria is met the University will arrange for an investigation to be carried out by an independent person. The independent person will normally be a University employee who is not directly involved in the subject matter of the complaint. There may be times where the University thinks it is appropriate for someone out with the University to carry out the independent investigation.


Investigation will normally be completed within twenty days. If the University is not able to meet this timescale then we will let you know and will keep you updated with information on the timescale we are working to.

Outcome of the investigation

You will be notified of the outcome of the investigation in writing. Normally we will send this to the e-mail address you used to refer the matter to us unless you have asked us to communicate with you in another way.

Final Decision

The decision of the independent person appointed by the University will be final and binds both you and SAUWS.

Last updated: 05/12/2018