UH-OH, We're sorry you're not happy!
The information below is for the use of anyone who wishes to raise a complaint in respect of Heriot-Watt Student Union (HWUnion) services or facilities. HWUnion aims to ensure that students get the most out of their time at Heriot-Watt University (HWU) and everything we do is informed by our purpose: Students First, Always, and our core values: Brave, Empowering, Fun, Student Focused and Welcoming.
If you feel we have not offered these values in our dealings with you, we understand that you may wish to complain about this.
Although we will always seek to resolve a complaint as quickly as possible on an informal basis, we recognise that this will not always be possible. Our full procedures are shown below - or you can download them here.
The Process
You can find our full Procedures for Handling Complaints by clicking the button below. We strongly recommend you read these procedures to make sure we can help you as quickly, and as efficiently, as possible.
View Procedures for Handling Complaints
We have a three stage process for handling complaints...
- If you feel able, in the first instance we encourage you to raise your complaint at the frontline with the nearest HWUnion staff member, their manager or a relevant HWUnion representative. You can do this in-person, via email, by telephone or by letter. We cannot accept complaints through any other means, such as social media.
- If you are not satisfied with how your complaint has been handled at the frontline, you can submit a Complaint Form by clicking the button below and your complaint will be investigated.
- If you are not happy with the way your complaint was investigated, you can submit an appeal to us to have your complaint reviewed.
If you have any questions about the process for raising a complaint, further information can be found in the Procedures for Handling Complaints document, or you can email complaints@hwunion.com.
Download Complaints Form