Complaints Procedure

Complaints Procedure

South Lanarkshire College’s complaints handling procedure (CHP) has been developed with reference to the model procedure published by the Scottish Public Services Ombudsman (SPSO). 

The definitions, principles, timescales and information contained in this complaints handling procedure (CHP) have been based on and/or adapted from the SPSO guidance.  Our complaints handling procedure seeks to conduct thorough, impartial and fair investigations of complaints so that we can make evidence-based decisions on the facts of a case.

Our aim is get things right first time and therefore we value student comments and suggestions.  We’ve devised an extensive range of student consultation and feedback mechanisms to help us improve our levels of service. However, we do recognise that, on occasion, our service may fall short of expectations and we also value any complaints we receive.

We recognise that the fewer people who are involved in responding to a complaint and the quicker a response is given, the lower the cost of that complaint in terms of resources and redress and the higher the level of satisfaction for the student.

Our Complaints Handling Process can be viewed here: Complaints handling procedure

Our Complaints Leaflet explains our CHP: Complaints Leaflet

Please be aware that the SPSO has recently moved premises, and is now located at:

SPSO
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS