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 Complaints

​Edinburgh Napier University has always been committed to attempting to resolve any matters of complaint via a fair, efficient and transparent process.

​Information on making a complaint

The University has always sought to resolve a complaint as quickly as is possible whilst ensuring that any issues are investigated as thoroughly as possible before providing the final response/offer of resolution.  

On 30 August 2013 Universities and Colleges across Scotland adopted procedures set out by the Scottish Public Services Ombudsman (SPSO) for reporting, handling and recording complaints:
Where possible, consult one of the following sources before completing form:
  • Richard Bews R.Bews@napier.ac.uk, University Appeals, Complaints and Conduct Manager
  • A member of University Academic or Administrative staff such as your Programme Leader, Year Tutor, Personal Development Tutor (PDT) or a member of School Office administration staff
  • A Edinburgh Napier Students’ Association (ENSA) or member of staff from the ENSA Advice.

Unreasonable Complainant Behaviour Policy

The University believes that complainants have a right to be heard, understood and respected. Occasionally, the behaviour of individuals using our Complaints Procedure may make it very difficult for us to deal with their complaint. In a very small number of cases, the behaviour becomes unacceptable because it involves abuse of our staff or our processes. When this happens we have to take action to protect our staff. We consider the impact of the behaviour on our ability to do our work and provide a service to others. Unreasonable Complainant Behaviour Policy explains how we will approach these situations.
 

Contact us

For any queries with regard to the Complaints Handling Procedure, contact Richard Bews R.Bews@napier.ac.uk, Appeals, Complaints & Conduct Manager or call 0131 455 2396.

Contact is preferable via email in the first instance in order to arrange a suitable appointment time but short notice consultations and telephone appointments may be available, though cannot be guaranteed.
 
You may also wish to contact a member of University Academic or Administrative staff such as your Programme Leader, Year Tutor, Personal Development Tutor  (PDT) or a member of School Office administration staff.
 
All students have the right of access to the services provided by Edinburgh Napier Students’ Association (ENSA) or member of staff from the Edinburgh Napier Students' Association Advice service (ENSA Advice).
   
To guarantee you will get to see someone and to avoid a wasted journey, contact via email or telephone is preferred in the first instance to determine a suitable appointment time.
 
Drop in appointments may be available though no guarantee can be made that you will be able to see someone straight away, or even on the day, on a “drop-in” basis.
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