What is a complaint?
A complaint is any expression of dissatisfaction about action, or lack of action, taken by the University, or about the standard of service provided by the University, or by others on behalf of the University.
How should a complaint be raised?
You can raise a complaint in person, by phone, in writing or via email.
You can also complete the University complaints form which will help to ensure that all aspects of your complaint are clearly understood by the University.
Stage 1 is when the complaint is straightforward and it is envisaged that a quick resolution can be achieved - Stage 1 complaints form
Stage 2 is when the complaint is complex and likely to require investigation before a resolution can be achieved - Stage 2 complaints form
Our guide for students
We have created a Guide for Students on Heriot-Watt University’s Complaints policy and procedures.
Support to make a complaint
Using a representative
The University understands that you may feel unable or reluctant to make a complaint yourself. We will, therefore, accept your complaint via a representative, selected by yourself. You will need to provide a written confirmation that you have chosen this representative to act on your behalf with respect to the complaint.