Complaints

At UHI Shetland, 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 UHI Shetland experience.

Anyone who receives, requests or is affected by our services can make a complaint.

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

• by email - support.shetland@uhi.ac.uk 
• by telephone
• to any member of staff

If your complaint can be easily resolved, we would aim to have it resolved within a maximum 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. 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.