Learning outcomes and service improvements
Complaints provide valuable insight that can lead to improvements in our services. We record all complaints and use them to identify improvements.
Key changes we've made recently in response to complaints include:
Enhanced student support
- Improved guidance and communication for students accessing support services.
- Reviewed Personal Tutor arrangements to provide more consistent support.
- Enhanced information and support for students undertaking placements.
Administrative clarity
- Improved the clarity of student-facing letters, guidance and communications.
- Improved communication of academic procedures, deadlines and key decisions.
Academic improvements
- Updated course materials and online learning resources
- Increased access to recorded learning content and guest speaker sessions.
- Improved assessment guidance to make expectations and requirements clearer.
Campus and service improvements
- Improved parking information and permit guidance.
- Made changes to facilities and services in response to student feedback.
- Introduced additional staff guidance to help ensure a more consistent student experience.
Reports
The University is committed to analysing the outcomes of complaints and shares trends and actions to inform policy and implement changes across the institution.
In line with statutory requirements internal reporting on complaints is undertaken quarterly to review the effectiveness of the operation of the complaints procedure.
An annual report on the operation of complaints handling for the previous year is presented to the Quality Assurance and Enhancement Committee, Board of Governors and the Scottish Public Service Ombudsman.