CORONAVIRUS (COVID-19) UPDATE - COMPLAINTS HANDLING PROCEDURE As you are aware, the University is coordinating its response to the effects of COVID-19 on its day to day business. This includes complaints handling. During this unprecedented time, the University will continue to receive complaints. However, given the circumstances, these may take longer to handle than usual due to resource implications so some flexibility on the deadlines will be expected. The University will try to keep you updated on the progress of your complaint as appropriate. The SPSO (the governing body for complaints in Scotland) have issued their guidance regarding the handling of complaints during this time. The University's position follows this guidance. This can be viewed at: https://www.spso.org.uk/news-and-media/covid-19-update We appreciate your support and understanding at this challenging time.
In terms of the University's Vision we are committed to shaping our actions and decisions around a set of core values.
These values are critical to our complaints handling process and are reflected here. They are to:
- value people,
- work together,
- have integrity in what we do
- to endeavour to make a difference and
- have excellence at the heart of our interactions with others.
Under this Complaints Handling Procedure
The University welcomes comments and suggestions from individuals and groups with whom it has contact, reflecting its commitment to enhance the quality of its provision. If you have a complaint about the University, please follow the procedure which is described below, to obtain a timely response.
Responsibility for administering this procedure lies with the University Secretary but any comments on this procedure should be addressed, in the first instance, to the Directorate of Academic and Corporate Governance at firstname.lastname@example.org
Should any criminal activity be detected as a result of a complaints investigation, the University is required to bring this to the attention of the police.
Aim of the Procedure
This simple, two stage procedure aims to provide an accessible, transparent and straightforward method of resolving legitimate complaints concerning the University. The overriding preference is for all reasonable steps to be taken to promptly resolve the complaint, as close as possible to the point of origin, and with the minimum of formality and effort on the part of the complainant.
See: Complaints Procedure
What is the difference between an academic related complaint and an appeal?
An academic related complaint is a specific concern about the provision of a programme of study or related academic service, including teaching and academic facilities.
An appeal is different. It is a request for a review of the decision of an academic body charged with making decisions on student progression, assessment and awards etc.
Complaints will be considered under the Complaints Handling Procedure (CHP). However, if a complaint is deemed by the Director of Academic and Corporate Governance to be an appeal, the University may then deal with it under the appropriate appeal procedures, or other appropriate mechanism.
Please note that matters of academic judgement are in general not open to review either by complaint or by appeal, and that the Undergraduate, and Postgraduate, Appeals Procedures deal with appeals.
Who can complain?
Universities in Scotland are required by law to accept a complaint from any person whether or not they are a student including complaints from applicants to the University.
However complaints relating to the areas specified below are not covered by this procedure and are subject to alternative procedures:
- Bullying and harassment issues including race discrimination, under the University Dignity at Work and Study Policy
- Freedom of Information/Data Protection
- Dundee University Students' Association (DUSA)
- From University staff (see Human Resources)
- Safeguarding Protocol - to raise a concern about a serious issue involving a student