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Complaints Policy & Procedure
We want to offer our students the best possible service. If you have any complaint or suggestion for improvement, please speak to the member of staff directly involved or to your course / group tutor. Should you be unable to do this, you can complete a complaint form available from Reception. Reception staff will ensure that the complaint is logged and passed to the appropriate College Manager for investigation and action.

If you wish to make a suggestion for improvement, forms are available from Reception and suggestion boxes are located in the Reception area or you can download a form from the website.

Complaints on the grounds of race discrimination should be made in writing and addressed in confidence to the Depute Principal.
Complaints Policy

It is College policy to handle complaints as part of the overall strategy to satisfy the needs of people using College services. Any expression of dissatisfaction will be treated as a complaint and dealt with accordingly.

1   Complaints should be handled:

a)  confidentially
b)  fairly
c)  promptly

2   Staff should endeavour to:

a)  be courteous to the complainant
b)  respond positively
c)  offer constructive solutions

3   Formal written complaints should be:

a)  recorded
b)  acknowledged within 7 days
c)  notified to Senior Management

4   The complaints procedure should be:

a)  publicly displayed
b)  monitored regularly
c)  reviewed and evaluated periodically

Complaints Procedure
Any person dissatisfied with College services should be encouraged to make this fact known at the point and time of their dissatisfaction to the persons directly involved. The first person to be advised of the complaint should, if appropriate, endeavour to resolve the difficulty, ensuring that College policy and procedures are followed. If it is not appropriate for the member of staff to deal with the complaint, it should be referred as soon as possible to the appropriate College Manager. Normally, the sequence of activities to be followed should be:

1. Complaint received
2. Entry made in complaints log* and complaint report* number assigned
3. Section 1 of complaint report completed
4. Complaint acknowledged
5. If necessary, complaint report passed to appropriate College Manager
6. Facts ascertained and recorded on complaint report
7. Explanations / remedy proposed and recorded
8. Complainant kept informed
9. Outcome recorded on report
10. Report filed by Manager in departmental complaints file

* All formal complaints must be recorded in the complaints log and a complaint report completed by the member(s) of staff dealing with the complaint.
Scottish Public Services Ombudsman

If, having exhausted the College's complaints procedures, you are still unhappy with the outcome, you may contact the Scottish Public Services Ombudsman for advice.