Learning outcomes and service improvements
Complaints provide valuable insight that can lead to improvements in our services. We record all complaints and use them to identify improvements.
Key changes we've made recently in response to complaints include:
Enhanced student support
- Established a group to ensure trans students have opportunities to influence the planning of facilities and training,
- Improved Recognition of Prior Learning (RPL) communication to improve consistency and awareness,
- A new procedure for assigning Personal Tutors to improve student support.
Administrative clarity
- For offer letters and parking permit documentation.
Academic improvements
- In the review of course materials,
- Wider provision of live streams and recordings of guest speakers,
- Integration of full and part-time course students on Moodle to improve interaction.
Reports
The University is committed to analysing the outcomes of complaints and shares trends and actions to inform policy and implement changes across the institution.
In line with statutory requirements internal reporting on complaints is undertaken quarterly to review the effectiveness of the operation of the complaints procedure.
An annual report on the operation of complaints handling for the previous year is presented to the Quality Assurance and Enhancement Committee, Board of Governors and the Scottish Public Service Ombudsman.