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Complaints

The University of Stirling aims to provide a high-quality student experience. If you are unhappy with a service, action, or decision, you have the right to make a complaint and have your concerns considered fairly.

What is a complaint?

A complaint is a way of telling the University that you are dissatisfied with a service, experience, or aspect of University life and would like the issue to be addressed.

Before making a complaint

The University encourages students to try to resolve concerns informally first, where they feel comfortable doing so. This might involve speaking, emailing, or meeting with the people directly involved. Many issues can be resolved quickly at this stage.

You may also find it helpful to read the University's Guide for Complainants before starting the process.

Read the guide

How does the complaints process work?

Stage One – Frontline Response

This is the first step and is designed to resolve straightforward concerns quickly and locally, usually by the area responsible for the issue.

Stage Two – Investigation

If you are unhappy with the outcome of Stage One, or if the issue is particularly serious or complex, the complaint may move to a formal investigation. The University will look into the matter and provide a decision.

How do I make a complaint?

If your concern cannot be resolved informally:

Complete the University's Complaint Form if possible.
Email your complaint to complaints@stir.ac.uk.

If you need support completing the process, contact the complaints team for assistance.

Complaint form

What if I am still unhappy?

The University's two-stage procedure is the final internal complaints process. If you remain dissatisfied after receiving the University's final response, you may ask the Scottish Public Services Ombudsman (SPSO) to carry out an independent review.

The SPSO is the final stage for complaints about Scottish universities.

Top tips

Raise concerns as soon as possible.
Keep copies of emails and relevant documents.
Explain clearly what happened and how it affected you.
Be clear about what outcome you are hoping for.
Try informal resolution first where appropriate.

Need Support?

If you're unsure whether your issue is a complaint or want advice before submitting one, you can seek support from your Students' Union, student advisers, or the University's complaints team.

Remember: The complaints process is there to help resolve concerns fairly and improve services for everyone at the University.

Unsure whether we can help? Get in touch.

We'd rather hear from you early and help you find the right support than have you face a difficult situation alone.

If you’d like to get in touch with a member of the Union’s Advice team, please email advice.union@stir.ac.uk or call 01786 467166