Complaints procedure

Getting it right and enhancing our services

At the University of Strathclyde, our goal is to deliver high quality services to all students, applicants and visitors. We welcome any potential opportunity to improve the provision of services across the University.

Unfortunately, sometimes things do go wrong. If you think this has happened or you are dissatisfied with any of our services, please tell us. Full information on how to do this is available within the Complaints Handling Procedure - Guide for Complainants.

Complaints can provide valuable feedback and influence the enhancement of University services. We record all complaints and use them to identify improvements. Below are just some of the key changes we've made recently in response to complaints.

How we've helped 

The complainant experienced a delay in response to email requests about marks given in one group assessment and as they didn't receive a timely response, requested help from the Faculty Office. 

What we did: A reminder has been sent to all staff ensuring that they have automatic replies and that they redirect any queries to the relevant inbox or member of staff.

A student has complained about the behaviour of a member of staff in their department.

What we did: The department will provide mentoring and support to the staff member to improve their awareness of what is considered appropriate professional behaviour in the workplace. More generally, the availability of Active Bystander training should be promoted within the department to provide staff with techniques to challenge unacceptable behaviour at the earliest opportunity in a supportive environment.

As a result of the outcome of the Cause for Concern panel, a student was unable to enrol on the fourth year of their programme. They did not receive any clarification on the impact this decision would have on their financial support.

What we did: The process for making these decisions will be made clearer and consideration will be made as to whether any further mitigation could be put in place for students who are unable to attend the panel. The student should have been directed to the Financial Support Team (FST) to seek clarification on how the expected outcome would impact them financially. Each response will now provide contact details for the FST and advise students to contact them.