Complaints handling procedure

The University of St Andrews recognises that there may be occasions when a student or member of the public feels that the level of service or treatment that they have received from the University has fallen short of what might reasonably be expected.

The University has developed and implemented a complaints procedure that is compliant with the Scottish Higher Education Model Complaints Handling Procedure, published by the Scottish Public Services Ombudsman (SPSO). The University's complaints handling procedure can be accessed from the following PDF:

Student complaints

The University has separate procedures for dealing with academic appeals.

Students can find out how to submit a complaint in the complaints guide for students (PDF)

Members of the public complaints

Members of the public can find out how to submit a complaint in the complaints guide for members of the public (PDF)

Annual reports

The University is required to present a report to the SPSO annually on the operation of its complaints handling procedure. 

At the beginning of each academic year, the University will present to the Audit and Risk Committee a report on the operation of its complaints handling procedures for the previous session. The Audit and Risk Committee will review the effectiveness of the operation of University complaints processes. Details of these annual reports will also be made known to the Scottish Public Service Ombudsman, in line with the implementation guidelines for the operation of the Scottish Higher Education Model Complaints Handling Procedure.