Complaints handling

What is a complaint and how do I complain?

At Perth College UHI, we want you to have an excellent experience. We take complaints very seriously and aim to resolve them as quickly as possible.

What is a complaint?

Perth College UHI’s definition of a complaint is:

An expression of dissatisfaction by one or more individuals about the standard of service, action or lack of action by or on behalf of the Institution.’

Who can make a complaint?

Anyone who receives, requests or is affected by our services can make a complaint.

How do I make a complaint?

There are a number of ways you can make a complaint in person:

  • Completing the complaints form
  • by email
  • by telephone
  • by letter
  • to any member of staff

Anonymous Complaints

Complaints submitted anonymously will not normally be considered, however, if there is enough information, we may informally investigate the matter to ensure that due process has been followed, and improve our service where we feel this is necessary for good practice. We could not record this as a formal complaint or include it in our complaints statistics nor could we report back to you on our findings.

Time Limit for Making Complaints

Complaints should be made as soon as possible and within 6 months of the problem arising. The College will exercise discretion with complaints received beyond the 6 month time limit.

The Complaints Handling Process (CHP)

If your complaint can be easily resolved, for instance, an ‘on the spot’ apology, explanation or other action, any member of staff can record your complaint and deal with it at frontline (within 5 working days). In some instances, they may have to refer your complaint to another member of staff who can resolve it for you.

However not all complaints can be resolved quickly. For issues that have not been resolved at the frontline or are more complex or serious, a more thorough investigation is required. The College will allocate a Complaints Investigator and aim to investigate and provide an outcome to these complaints within 20 working days.

If we need to take any longer than the timelines, we will always keep you informed.

It is useful in these circumstances if you could complete the complaints form with as much information as you can.  A member of the Quality team will then liaise with you to confirm receipt and discuss the details of your complaint prior to it being formally investigated. 

The Scottish Public Services Ombudsman (SPSO)

The SPSO is the final stage for complaints about public services in Scotland. The SPSO reviews complaints from people who remain dissatisfied at the conclusion of the Institution’s CHP. We always provide information on how to contact the SPSO and escalate a complaint when communicating the outcome of an investigation. 

Publicising and Valuing Complaints

We publish Quarterly Reports and an Annual Report on the number of complaints we have investigated to help inform stakeholders of how we are performing. We are committed to ensuring that we learn from complaints and that they are used to help us improve our services and the quality of your college experience.

Contact

quality.perth@uhi.ac.uk

01738 877228

Quality Office, Perth College UHI, Crieff Road, PERTH PH1 2NX

Links to Useful Documents

Complaints Handling Procedure

Quarterly Complaints Reporting