Independent external review

Once the investigation stage has been completed, a complainant is entitled to ask the SPSO to look at their complaint.  The SPSO considers complaints from people who remain dissatisfied with the University's decision following investigation.  The SPSO looks at issues such as service failure and maladministration (administrative fault) as well as the way the University has handled the complaint.

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland.  This includes complaints about Scottish universities.  If you remain dissatisfied with the University after its complaints process, you can ask the SPSO to look at your complaint.  The SPSO cannot normally look at complaints:

  • where you have not gone all the way through the University's complaints handling procedure
  • more than 12 months after you became aware of the matter you want to complain about, or
  • that have been or are being considered in court.

Contact

The SPSO's contact details are:

In Person:

By Post:

SPSO

Freepost SPSO

Bridgeside House

 

99 McDonald Road

 

Edinburgh,  EH7 4NS

 

There will also be ongoing dialogue between the Ombudsman's office and the University to highlight good practice or summarise trends and general issues in any complaints raised with that Office against the University

In terms of the Scottish Public Services Ombudsman Act 2002, the University is under an obligation to make arrangements for members of the public to inspect or obtain copies of any reports of an ombudsman investigation against it.  Decision reports are available from: https://www.spso.org.uk/decision-report-search.