Complaints Procedure

At Dundee and Angus College we are committed to providing high standards of service.

If you are unhappy with any of our services, or have ideas on how they might be improved, we would like to hear from you.


Quick guide to our complaints procedure

Complaints procedure
You can make your complaint in person, by phone, by e-mail or by writing a letter or using our form Word version | PDF version.

We have a two-stage complaints procedure.  We will always try to deal with your complaint quickly.  But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage 1:  frontline resolution

We will always try to resolve your complaint quickly, within five working days if we can.

If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.

Stage 2:  investigation

We will look at your complaint at this stage if you are dissatisfied with our response at Stage 1.  We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.

We will acknowledge your complaint within three working days.  We will give you our decision as soon as possible.  This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

The Scottish Public Services Ombudsman

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the SPSO to consider it.
We will tell you how to do this when we send you our final decision.


Contact
quality@dundeeandangus.ac.uk
Arbroath Campus:
Quality Office, Dundee and Angus College, Keptie Road, Arbroath DD11 1BR
Kingsway Campus: Quality Office, Dundee and Angus College, Kingsway Campus, Old Glamis Road, Dundee DD3 8LE