Heriot-Watt University recognizes that there are occasions when members of the public may wish to raise a complaint, or make comments or suggestions or request an explanation concerning decisions taken, policies introduced or procedural matters relating to the University. The University welcomes such interest from members of the public and undertakes to deal with correspondence in a positive manner, and to take action to resolve issues speedily and appropriately.

Heriot-Watt encourages a positive environment in which informal contact and feedback from students is welcomed and where constructive complaints can be dealt with effectively. In this guide you will find useful general information about making complaints, detailed information on the procedures themselves and a summary chart showing the different stages of the process. The Complaints Procedures are intended to be fair and accessible in order to encourage the prompt resolution of problems at the earliest stage possible.