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 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.
75% of complaints were Stage 1* complaints with 86% being closed within 5 working days.
25% were Stage 2** complaints and 79% of these were closed within 20 working days. The average time to close a Stage 1 complaint was 2.95 days and for Stage 2 this was 16 days.
32% of all complaints were upheld, 14% were partially upheld and 54% 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 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 |
The information below shows the complaints handled by Dundee & Angus College for Quarter 3 of the 2020/2021 academic year. The report examines collated data relating to complaints received within the period 1 February 2021 - 30 April 2021.
Q3 2020/21, 17 complaints received:
| Number of Stage 1 complaints | 12 |
| Number of Stage 1 complaints closed within 5 working days | 12 |
| Number of complaints where an extension to the 5 working days timeline was authorised | 0 |
| Number of Stage 1 complaints still open | 0 |
| Number of Stage 1 complaints fully upheld | 6 |
| Number of Stage 1 complaints partially upheld | 0 |
| Number of Stage 1 complaints resolved | 1 |
| Average time in working days to resolve Stage 1 complaints | 3.8 |
| Number of Stage 2 complaints | 5 |
| Number of Stage 2 complaints closed within 20 working days | 4 |
| Number of complaints where an extension to the 20 working days timeline was authorised | 0 |
| Number of Stage 2 complaints still open | 1 |
| Number of Stage 2 complaints fully upheld | 1 |
| Number of Stage 2 complaints partially upheld | 0 |
| Number of Stage 2 complaints resolved | 0 |
| Average time in working days to resolve Stage 2 complaints | 15.5 |
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