What is/is not a complaint?
We regard a complaint as an expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
At times, we may have to redirect you if your complaint relates to the actions or service of a different organisation, where we have no involvement in the issue. Full information explaining what you can complain about is available:
There are some things we can’t deal with through our complaints handling procedure. These include:
- Routine first-time requests for a service, information or an explanation of policy or practice,
- Attempts to reopen a previously concluded complaint,
- Issues that are in court or have already been heard by a court or a tribunal,
- A request under freedom of information, data protection or environmental legislation,
- Requests for compensation,
- Issues covered by the admission or academic appeals, such as academic judgements and decisions,
- Concerns about student conduct, child or adult safety,
- Most initial complaints about RGU:Union activities (societies, clubs, groups, networks, elections and volunteering) which is a separate organisation with its own complaints regulations.
Who can complain and when?
Anyone who receives, requests or is directly affected by the services of the university can make a complaint to us.
We understand that you may be unable, or reluctant, to make a complaint yourself. We can accept complaints from a representative, such as a friend, relative, or advocate. You must give them your written consent to complain for you.
We will consider anonymous complaints where there is enough information for us to do so. The university may be limited in the action it can take, the support we can provide, and you will not be able to receive outcomes as a result of the complaint.
Members of university staff can complain about issues relating to a service received, for example as an enrolled student, or a member of RGU:Sport. Staff have alternative procedures available to raise matters about work, working conditions or relationships with colleagues.
Normally, 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.
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
Which process should I use?
At times, your issues may need to be raised with different procedures which are better placed to review and resolve them.
Complaints about student conduct
If you wish to raise a concern about the conduct of a RGU student, please speak to a member of staff.
The situation may be investigated under Dignity at RGU - Student Conduct, or by our Report+Support team.
Regulation A3-2 Student Conduct Procedure:
You may also find it helpful to speak to contact the RGU:Union for initial advice.
Complaints about staff conduct
Your complaint may include issues with the behaviour of a member of staff towards you when delivering a service. However, if you believe the behaviour includes unfair treatment, bullying or harassment, you may wish to consult Dignity at RGU, or the Report+Support team.
You may also find it helpful to speak to contact the RGU:Union for initial advice.
RGU:Union, Sports Clubs, Student Groups/Networks
The university works closely with RGU:Union and may intervene to handle escalated complaints. As a separate organisation, RGU:Union has regulations to govern its student activities which includes societies, clubs, groups, networks and volunteering.
Please contact RGU:Union directly.
Report + Support
Our Report + Support platform is here for our students and staff to report incidents of Gender Based Violence, Hate Crime, Harassment or Bullying to us at RGU, either anonymously, to simply disclose, or to get further support from our services.
Staff with complaints
If your issue relates to you as a ’service user’ of the university, e.g. as a customer of a catering facility or as a member of the Sport & Recreation Service, you can raise this as a complaint.
Some issues relating to your employment (such as the payment of a salary, maintenance of your office PC) are internal administrative matters to be raised in the normal way by contacting the area concerned.
Staff also have alternative formal procedures available to raise matters about work, working conditions or relationships with colleagues. Find out more on RGyoU:
You may initially wish to seek Fair Treatment Advice (RGyoU Sharepoint).
Academic Assessments
Students can raise a complaint about the way your academic assessment has been administered but a challenge to an academic decision should be raised as an academic appeal. This will likely include decisions on student engagement, assessment, progression, awards and student disciplinary cases.
Full details about our Academic Regulations, Integrity and Misconduct:
Application Assessments
You may raise a complaint regarding the way that your application has been administered, but the judgment applied to your application cannot be challenged.
Full details about our Academic Regulations, Integrity and Misconduct:
Whistleblowing
Employees, students and members of the public can report concerns of malpractice as a matter of public interest, without fear of reprisal.
Full details of this policy and relevant contacts:
Contacts
The university complaints team sits within our Governance and Compliance department and can be contacted:
- By email, at complaints@rgu.ac.uk,
- By phone on 01224 262195,
- By post, at Governance and Compliance, Complaints, Central Services Building, Garthdee Road, Aberdeen, AB10 7QB.