The University has established its undernoted complaints procedures as part of its commitment to ensuring the quality of its courses, services and facilities. Complaints will be dealt with positively and constructively. However, the effectiveness of our complaints procedures depend on us being given comprehensive and accurate information as early as possible. Most complaints can be resolved informally and where practical a complaint should be dealt with as close as possible to the point at which it arises.
Information on the policies and procedures for student complaints, including the CP1 form for raising a formal complaint, is contained in the Student Complaints Procedure. Student and Academic Services has responsibility for student complaints, further information and contact details for the University’s Appeals, Complaints and Conduct Officer are available on the Student and Academic Services intranet site.
A member of staff who has a complaint about a student, fellow member of staff or any aspect of the operation of the University should in the first instance contact her/his line manager. Staff who have complaints about their contractual position or general conditions at work should attempt to resolve such complaints informally with their immediate supervisor, failing which the formal procedure should be invoked.
For further details please consult Human Resources.
If a member of the public wishes to complain about the behaviour of a University student, a member of staff or any aspect of the operation of the University s/he should write to:
The Principal & Vice Chancellor
Edinburgh Napier University
The letter of complaint should be as specific as possible about the nature of the complaint and the remedy desired. The letter of complaint will normally be acknowledged within 48 hours of receipt and a considered reply issued after the matter has been thoroughly investigated.