Complaints handling
At UHI Inverness, we want you to have an excellent experience.
We take complaints very seriously and aim to resolve them as quickly as possible.
We ensure that we learn from complaints and that they are used to help us improve our services and the quality of your experience.
Read our CHP Part 5 - Complaints procedure - a guide for complainants for further information about how to make a complaint.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
Who can make a complaint?
Anyone who receives, requests or is directly affected by our services can make a complaint to us. This includes the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate or adviser). If you are making a complaint on someone else’s behalf, you will normally need their written consent.
How do I make a complaint?
You can complain in person, by phone, in writing, by email, or via our complaints form. Our contact details are below.
It is easier for us to address complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff within the department you are complaining about. Then they can try to resolve the issue.
When complaining, please tell us:
- your full name and contact details
- as much as you can about the complaint
- what has gone wrong; and
- what outcome you are seeking.
Contact details
Please contact quality.ic@uhi.ac.uk to lodge your complaint, or use the Complaints form
If your complaint can be easily resolved, for instance, an ‘on the spot’ apology, explanation or other action, any member of staff can record your complaint and deal with it at frontline (within 5 working days). In some instances, they may have to refer your complaint to another member of staff who can resolve it for you.
Not all complaints can be resolved quickly and at frontline. For issues that are more complex or serious, a more thorough investigation is required. We aim to investigate and provide an outcome to these complaints within 20 working days. If we need to take any longer than this, we will always keep you informed.
More information
The Complaints Handling Procedure
Our complaints handling procedure consists of five parts and was implemented on 31 March 2021:
- CHP Part 1 - Introduction and overview
- CHP Part 2 - When to use this procedure
- CHP Part 3 - The complaints handling process
- CHP Part 4 - Governance
- CHP Part 5 - Complaints procedure - a guide for complainants
The UHI Unreasonable Complainants Policy provides information about our expectations of complainants.