The University operates Policy and Procedures on Student Appeals and a Complaints Handling Procedure, providing frameworks through which you, as a student of the University, can formalise any concerns you may have about aspects of your academic or non-academic experience.
These processes have been designed to ensure that lodging an appeal or a complaint is accessible and simple and that robust, fair mechanisms exist for their consideration.
A major feature of both processes is the emphasis placed on early or frontline resolution. You should note that there is an expectation under both processes that you will take responsibility for seeking resolution of any academic or non-academic concerns you may have. You are encouraged to do this by raising and discussing them at the earliest possible stage with the relevant individuals in an academic school or administrative service.
Further information on appeals and complaints, including the CHP in full, can be found on our StaffNet webpages
- How to Submit an Appeal
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You should familiarise yourself with the University’s Policy and Procedures on Student Appeals before pursuing a formal appeal. This document is designed to inform you of each of the stages of the process and includes important information, including on what grounds you can appeal and the timescales you, as an appellant, must adhere to.
In short, you should:
Step 1: Try to resolve the matter informally with the appropriate School or Administrative Section within 10 working days of the matter arising.
Step 2: If the matter cannot be resolved informally, submit a Form for Appeals and Complaints (pdf version), together with all relevant evidence to academicservices@abdn.ac.uk within 5 working days of being unable to resolve matter informally. Please attach documents directly rather than via SharePoint as we are unable to open that format.
Step 3: A meeting will be arranged with the Head of School or Service within 10 working days. You will be told the outcome of this meeting within 3 working days.
Step 4: If you feel the matter has still not been resolved satisfactorily you may, within 5 working days, request further investigation by submitting the Request for an Appeal Panel Hearing form that will be sent with your outcome and submitting any additional supporting evidence.
Step 5: A ‘Grounds to Proceed’ panel will be convened to consider the matter and, if allowed to proceed, an ‘Appeal or Complaint’ panel will be convened to hear the matter; this hearing will take place within 20 working days.
If, at the end of the process, you believe the University has not adhered to its procedures in hearing your appeal, you may seek independent review of your case by the Scottish Public Services Ombudsman.
- How to Submit a Complaint
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You should familiarise yourself with the University's Complaints Handling Procedure before pursuing a formal complaint. This document is designed to inform you of each of the stages of the process and includes important information, including the definition of a complaint and the timescales you, as a complainant, must adhere to.
In short, you should:
Step 1: Try to resolve the matter informally with the appropriate School or Administrative Section.
Step 2: If the matter cannot be resolved informally, submit a Form for Appeals and Complaints (pdf version), together with all relevant evidence to academicservices@abdn.ac.uk. This should be done as quickly as possible and certainly within 6 months of the matter arising. Please attach documents directly rather than via SharePoint as we are unable to open that format. The more timely your submission, the greater the chance the University will have of conducting a full investigation.
Step 3: A meeting will be arranged with the Head of School or Service following your submission. This meeting will occur, and a full outcome sent to you, within 20 working days of your submission.
If, at the end of the process, you believe the University has not adhered to its procedures in hearing your complaint, you may seek independent review of your case by the Scottish Public Services Ombudsman.
- Support for Submitting an Appeal or Complaint
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In addition to its published policies and procedures, the University has developed the following web resources to help guide you through making an appeal or a complaint:
The Aberdeen University Students’ Association (AUSA) provides independent, student-focused advice, information and assistance at every stage of the appeals and complaints process. Any student who is unsure of where to go, who to speak to, or what to do next can contact the AUSA.
Students may contact the Academic Services Team within Registry for information on the appeals and complaints process.
Students who would like to discuss a non-academic complaint informally in the first instance are encouraged to contact the Student Advice and Support Office to request an appointment with a Student Support Adviser.
Information for members of staff on student appeals and complaints can be found on our StaffNet webpages.
- How we deal with Complaints
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In line with the requirements of the Scottish Public Services Ombudsman (SPSO), the University has a Complaints Handling Procedure for handling complaints. Further information on this is noted above.
This procedure separates complaints into ‘frontline' or ‘investigation'. A ‘frontline’ complaint, occurs when a student, applicant, or member of the public complains ‘on-the-spot’. You may, for example, have raised an issue regarding your student accommodation or asked for feedback on a piece of assessment. Schools and sections will record these data and, in the majority of cases, likely outcomes will be an on-the-spot apology, explanation or another form of action to resolve the complaint very quickly. Complaints at this stage of the process are dealt with as quickly as possible and usually within 5 working days. ‘Frontline' complaints may not, however, always be an appropriate route or may not provide satisfactory resolution. In such cases an investigation is undertaken. Timelines are slightly longer here.
In line with the requirements of the SPSO, the University is committed to report on the number of complaints it receives and, data for academic years 2015/16 – 2020/21 is now available.
The University is committed to analysing the trends and outcomes of complaints and, where appropriate, draws upon these to inform policy or process changes. Trends and associated actions are shared, where appropriate.