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Complaint Procedure and Form

The College’s complaints procedure follows the Guidance on a Model Complaints Handling Procedure published by the Scottish Public Services Ombudsman (SPSO), February 2011. The Public Services Reform (Scotland) Act 2010 (the Act) gave the SPSO the authority to lead the development of simplified and standardised complaints handling procedures across the public sector. The Act built on the work of the Crerar and Sinclair Reports that sought to improve the way complaints are handled in the public sector and requires all public bodies to have complaints procedures that comply with the principles contained within the guidance.

The College internal complaints procedure has two stages. There is a third external stage which may be pursued by the complainant if the issue has not been resolved to their satisfaction. Details on how to proceed to the third stage are also contained within this procedure.

The aim of the complaints procedure is to resolve any complaint quickly and at the lowest level possible.

A copy of the complaints policy and procedure in its entirety can be obtained by clicking here

Complaint forms can be downloaded here