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Edinburgh Napier University aims to provide an environment that supports students to succeed. 

Most students will go through their university journey without encountering any issues. However, unfortunately, things can go wrong. If you are dissatisfied with a service the University is delivering, unhappy with the delivery of your course or have been the victim of harassment, then you may raise a complaint with the University.  

Edinburgh Napier University has a Complaints Handling Procedure that you are invited to follow should you wish to submit a complaint. Any matter of complaint will be investigated through a fair, efficient and transparent process. 

Further information on the complaints procedure is available on My Napier.

Resolution

Whenever possible, you will be invited to consider informal resolutions. This may result in a faster and more positive process. The following options may be explored:  

  • Talk to your PDT or Programme Leader. (Write down your points so you do not forget anything). 

  • If your complaint is related to an academic matter, have a chat with your Programme Rep (they should be listed on Moodle) to see if they have any experience to offer you or if they can take up your concern.  

  • Arrange to discuss the matter with the member of staff concerned, if possible. 

Failing the above, talk to ENSA Advice who can go with you to meet your PDT or Programme Leader if you wish us to. You can book an appointment here. 

If the informal approach does not work and/or the problem persists, then a more formal approach may be necessary. Talk first to ENSA ADVICE or the University's Complaints Officer complaints@napier.ac.uk. 

Class complaints 

If you have an issue that is affecting your class as a whole, it can be worthwhile to work together to raise and hopefully address your concerns, you can:  

  • Find out who your Programme Rep is (on Moodle) and let them know your concerns: be specific and evidence what you are saying. Reps are trained by ENSA in how to take things forward at class level. 

  • If things go unresolved, Programme Reps can get in touch with ENSA ADVICE or email ensa.advice@napier.ac.uk  

Report and Support 

​You can also report violence, sexual violence, harassment or misconduct or any form of hate crime anonymously through Report & Support if the matter warrants it.

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