Complaint reporting

At Dundee and Angus College we take all complaints seriously and each one received is treated with the attention and care that it deserves, and in line with our Complaints Policy and Procedure.

This is based on the Scottish Public Sector Ombudsman’s (SPSO) Model Complaint Handling Procedure for the Further Education Sector. We routinely analyse the complaint figures, investigation outcomes and trends, using these as a tool for continuous improvement.

Complaints handled by Dundee and Angus College from 1 August 2020 – 31 July 2021

During this year there were 81 complaints raised, a slight increase of 5 complaints from 2019/2020 where we received a total of 76.

83% of complaints were Stage 1* complaints with 87% being closed within 5 working days.

17% were Stage 2** complaints and 79% of these were closed within 20 working days. The average time to close a Stage 1 complaint was 4 days and for Stage 2 this was 16.5 days.

38.3% of all complaints were upheld, 7.4% were partially upheld, 2.5% were resolved and 51.8% were not upheld.

*Stage 1 Front-line resolution for straightforward complaint issues. These are handled by our staff who are closely involved with the concern raised. We aim to respond to Stage 1 complaints within 5 working days.

**Stage 2 Investigation of more serious or complex complaints or where the complainant is not satisfied with the response to a complaint at Stage 1. An Investigating Officer is identified to investigate and examine the facts in relation to the concern(s) raised. The outcome should be notified to the complainant within 20 working days.

Total 2020/21, 81 complaints received:

Summary
Total number of complaints received 81
% of total complaints upheld 38.3
% of total complaints partially upheld 7.4
% of total complaints resolved 2.5
% of total complaints not upheld 51.8
Stage 1 complaints
Number of Stage 1 complaints  67
% of Stage 1 complaints fully upheld 40.3
% of Stage 1 complaints partially upheld 4.5
% of Stage 1 complaints resolved 3.0
% of Stage 1 complaints not upheld 52.2 
% of Stage 1 complaints closed within 5 working days 86.6 
Average time in days to close Stage 1 complaints 
Stage 2 complaints
Number of Stage 2 complaints  14
% of Stage 2 complaints fully upheld 28.6
% of Stage 2 complaints partially upheld 21.4
% of Stage 2 complaints resolved 0
% of Stage 2 complaints not upheld 50.0
% of Stage 2 complaints closed within 20 working days 78.6 
Average time in days to close Stage 2 complaints 16.5
Escalated complaints
Number of Stage 2 complaints that were escalated from Stage 1  5
% of escalated complaints fully upheld 0
% of escalated complaints partially upheld 0
% of escalated complaints resolved 0
% of escalated complaints not upheld 100
% of escalated complaints closed within 20 working days 100
Average time in days to close escalated complaints 16.5 

Quarter 1 of 2021/2022

The information below shows the complaints handled by Dundee and Angus College for Quarter 1 of the 2021/2022 academic year. The report examines collated data relating to complaints received within the period 1 August 2021 - 31 October 2021.

Q1 2021/22

Summary
Total number of complaints received 27
% of total complaints upheld 18.5
% of total complaints partially upheld 14.8
% of total complaints resolved 18.5
% of total complaints not upheld 48.2
Stage 1 complaints
Number of Stage 1 complaints  18
% of Stage 1 complaints fully upheld 22.2
% of Stage 1 complaints partially upheld 0
% of Stage 1 complaints resolved 22.2
% of Stage 1 complaints not upheld 55.6 
% of Stage 1 complaints closed within 5 working days 83.3 
Average time in days to close Stage 1 complaints  3.3 
Stage 2 complaints
Number of Stage 2 complaints  9
% of Stage 2 complaints fully upheld 11.1
% of Stage 2 complaints partially upheld 44.5
% of Stage 2 complaints resolved 11.1
% of Stage 2 complaints not upheld 33.3
% of Stage 2 complaints closed within 20 working days 100 
Average time in days to close Stage 2 complaints 11.9
Escalated complaints
Number of Stage 2 complaints that were escalated from Stage 1  8
% of escalated complaints fully upheld 12.5
% of escalated complaints partially upheld 50
% of escalated complaints resolved 12.5
% of escalated complaints not upheld 25
% of escalated complaints closed within 20 working days 100
Average time in days to close escalated complaints 12.8

Complaints handled by Dundee and Angus College from 1 August 2019 – 31 July 2020

The information below shows the complaints handled by Dundee and Angus College from 1 August 2019 – 31 July 2020. During this year there were 76 complaints raised, a reduction of 17 complaints from 2018/2019 where we received a total of 93.

Total 2019/20, 76 complaints received:

Stage 1 complaints
Number of Stage 1 complaints  57
Number of Stage 1 complaints closed within 5 working days  49
Number of complaints where an extension to the 5 working days timeline was authorised 2
Number of Stage 1 complaints still open 
Number of Stage 1 complaints fully upheld  20 
Number of Stage 1 complaints partially upheld 
Average time in working days to resolve Stage 1 complaints  2.95 
Stage 2 complaints
Number of Stage 2 complaints  19
Number of Stage 2 complaints closed within 20 working days  15
Number of complaints where an extension to the 20 working days timeline was authorised 2
Number of Stage 2 complaints still open 
Number of Stage 2 complaints fully upheld 
Number of Stage 2 complaints partially upheld 
Average time in working days to resolve Stage 2 complaints  16 
2019/20 graphs

 

Contact Us

quality@dundeeandangus.ac.uk


Arbroath Campus: Quality Office, Dundee and Angus College, Keptie Road, Arbroath DD11 3EA


Kingsway Campus: Quality Office, Dundee and Angus College, Kingsway Campus, Old Glamis Road, Dundee DD3 8LE