Advice for residents: making a complaint
If you are considering making a complaint to the University, you should first try to deal with the problem with those who are directly involved if you feel able to do so. Generally, complaints are resolved more easily and effectively at an early stage and by those who have a direct influence on the situation. If the issue is a routine, first-time request for a service we will not treat this as a complaint.
Your first point of contact should be Accommodation Services.
- Email: student.accommodation@strath.ac.uk
- Location: Accommodation Services, Student Village Reception, Lord Todd building
If your issue cannot be resolved at this stage, please complete the complaint form.
Tips for completing a complaint form
- get support: before completing a complaint form it is advisable to contact a representative within the Advice Hub in Strathclyde Union. They will be able to provide free, independent advice and support. Email Advice Hub: strathunion.advice.ac.uk
- be clear
- be specific about the problem
- describe the problem succinctly.
- provide supporting documentary evidence where available and appropriate
- state the outcome requested – be clear and realistic.
What to expect when making a complaint
If you complete a complaint form, please email, post, or hand it in to Accommodation Services. You will receive an acknowledgement of receipt. You will be contacted by a member of Accommodation Services within 5 working days with one of more of the following:
- a solution to the issue or concern
- an explanation where the desired outcome cannot be achieved
- an apology, where appropriate
- a request for more information
- if your complaint is of a complex nature, that requires detailed investigation, we will inform you what is happening every five working days until we can reply in full
All written complaints are recorded.
Timescale for making a complaint:
Generally, you must make your complaint within six months of:
- the event you want to complain about, or
- finding out that you have a reason to complain
What you cannot complain about
There are some things we can’t deal with through our complaint-handling procedure. These include:
- a request under Freedom of Information or Data Protection legislation
- a request for information or an explanation of policy or practice
- an issue which is being, or has been, considered by a court or tribunal
- a request for compensation only
- an attempt to have a complaint reconsidered where we have already given our final decision following an investigation.
- We will not treat information received through routine feedback mechanisms - such as responses to questionnaires - as complaints