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:
| 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 |
| 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 | 4 |
| 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 |
| 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 |
2021/2022
The information below shows the complaints handled by Dundee & Angus College for Quarter 3 of the 2021/2022 academic year. The report examines collated data relating to complaints received within the period 1 February 2022 – 30 April 2022.
Q3 2021/22
| Total number of complaints received | 23 |
| % of total complaints upheld | 30.4 |
| % of total complaints partially upheld | 4.3 |
| % of total complaints resolved | 13.0 |
| % of total complaints not upheld | 52.2 |
| Number of Stage 1 complaints | 16 |
| % of Stage 1 complaints fully upheld | 18.8 |
| % of Stage 1 complaints partially upheld | 0 |
| % of Stage 1 complaints resolved | 18.8 |
| % of Stage 1 complaints not upheld | 62.5 |
| % of Stage 1 complaints closed within 5 working days | 100 |
| Average time in days to close Stage 1 complaints | 4.4 |
| Number of Stage 2 complaints | 7 |
| % of Stage 2 complaints fully upheld | 57.1 |
| % of Stage 2 complaints partially upheld | 14.3 |
| % of Stage 2 complaints resolved | 0 |
| % of Stage 2 complaints not upheld | 28.6 |
| % of Stage 2 complaints closed within 20 working days | 71.4 |
| Average time in days to close Stage 2 complaints | 16.4 |
| Number of Stage 2 complaints that were escalated from Stage 1 | 1 |
| % 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 | 19 |
Quarter 2 of 2021/2022
The information below shows the complaints handled by Dundee & Angus College for Quarter 2 of the 2021/2022 academic year. The report examines collated data relating to complaints received within the period 1 November 2021 - 31 January 2022.
Q2 2021/22
| Total number of complaints received | 25 |
| % of total complaints upheld | 48.0 |
| % of total complaints partially upheld | 0 |
| % of total complaints resolved | 8.0 |
| % of total complaints not upheld | 44.0 |
| Number of Stage 1 complaints | 21 |
| % of Stage 1 complaints fully upheld | 52.4 |
| % of Stage 1 complaints partially upheld | 0 |
| % of Stage 1 complaints resolved | 9.5 |
| % of Stage 1 complaints not upheld | 38.1 |
| % of Stage 1 complaints closed within 5 working days | 100 |
| Average time in days to close Stage 1 complaints | 2.8 |
| Number of Stage 2 complaints | 4 |
| % of Stage 2 complaints fully upheld | 25.0 |
| % of Stage 2 complaints partially upheld | 0 |
| % of Stage 2 complaints resolved | 0 |
| % of Stage 2 complaints not upheld | 75.0 |
| % of Stage 2 complaints closed within 20 working days | 100 |
| Average time in days to close Stage 2 complaints | 12.8 |
| Number of Stage 2 complaints that were escalated from Stage 1 | 3 |
| % of escalated complaints fully upheld | 33.3 |
| % of escalated complaints partially upheld | 0 |
| % of escalated complaints resolved | 0 |
| % of escalated complaints not upheld | 66.7 |
| % of escalated complaints closed within 20 working days | 100 |
| Average time in days to close escalated complaints | 12.3 |
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
| 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 |
| 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 |
| 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 |
| 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 |
2019/2020
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:
| 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 | 0 |
| Number of Stage 1 complaints fully upheld | 20 |
| Number of Stage 1 complaints partially upheld | 4 |
| Average time in working days to resolve Stage 1 complaints | 2.95 |
| 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 | 0 |
| Number of Stage 2 complaints fully upheld | 4 |
| Number of Stage 2 complaints partially upheld | 7 |
| Average time in working days to resolve Stage 2 complaints | 16 |
Contact Us
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