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.

The information below shows the complaints handled by Dundee & Angus College for Quarter 1 of the 2020/2021 academic year. The report examines collated data relating to complaints received within the period 1 August 2020 - 31 October 2020.