What is a complaint and how do I complain?

Complaints

At Inverness College UHI, 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.

Read our Complaints Policy for further information about how to make a complaint.

What is a complaint?

Inverness College UHI’s definition of a complaint is:

“An expression of dissatisfaction by one or more customers about the college’s action or lack of action, or about the standard of service provided by the college or on its behalf.”

Who can make a complaint?

Anyone who receives, requests or is affected by our services can make a complaint. We will accept complaints from third parties as long as the customer has provided their own personal consent.

How do I make a complaint?

There are a number of ways you can make a complaint:

  • In person, by email or by telephone to any member of staff
  • Email the details of your complaint to quality.unit.ic@uhi.ac.uk

If your complaint can be easily resolved, for instance, an ‘on the spot’ apology, explanation or other action, any member of staff can record your complaint and deal with it at frontline (within 5 working days). In some instances, they may have to refer your complaint to another member of staff who can resolve it for you.

Not all complaints can be resolved quickly and at frontline. For issues that are more complex or serious, a more thorough investigation is required. We aim to investigate and provide an outcome to these complaints within 20 working days. If we need to take any longer than this we will always keep you informed.