Complaints handling


At UHI Outer Hebrides, we want you to have an excellent experience.

We take complaints very seriously and aim to resolve them as quickly as possible.

We ensure that we learn from complaints and that they are used to help us improve our services and the quality of your college experience.

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf. 

Who can make a complaint?

Anyone who receives, requests, or is directly affected by our services can make a complaint to us.  This includes the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate, or adviser).  If you are making a complaint on someone else’s behalf, you will normally need their written consent. 

Please use the Complaints form to lodge your complaint.

Our complaints handling procedure consists of five parts and was implemented on 31 March 2020:

CHP Part 1 - Introduction and overview

CHP Part 2: When to use this procedure

CHP Part 3: complaints handling process

CHP Part 4 - Governance.pdf

CHP Part 5: Complaints procedure a guide for complainants

The Unacceptable complainant behaviour policy provides information about our expectations of complainants.

Please note that reporting of complaints in relation to HE programmes are published collectively with UHI Academic Partners on the UHI website.