Complaints handling procedure (CHP)
SRUC has introduced a new Complaints Handling Procedure from 31 March 2021 under the direction of the Scottish Public Services Ombudsman (SPSO). All universities and colleges in Scotland are required to adopt the SPSO’s model Procedure and this is also a requirement of the Scottish Funding Council’s (SFC) Financial Agreement.
Overview of the complaints procedure
The procedure delivers a more streamlined, simpler approach to complaint handling that promotes a thorough and fair complaints process. This involves two stages:
- Resolving complaints swiftly on the frontline (known as Stage1 - ‘frontline resolution’)
- Investigation where more complex or unresolved complaints arise (known as Stage 2 - ‘investigation’)
SRUC will deal with each stage, as far as possible, within specified timescales. The following PDF documents provide information and advice on the CHP:
Making a complaint
At SRUC we are committed to providing excellence in all our services delivered through our endeavours in education, research, consultancy and professional services.
If you consider that SRUC has failed to do this, we need to know so we can put it right. We recognise that on occasion, legitimate complaints may be raised and will ensure that any lessons that may be learnt from complaints are used to continuously improve our services.
To this end, we will record details, outcomes and actions in relation to the specific complaint. Anonymous quarterly summary management reports noting complaints performance data will be available here from late November 2013.
If you are considering making a complaint to SRUC, please note the following:
- Try to raise the matter directly with the person/service area that the complaint relates to. Generally, complaints dealt with at this ‘frontline’ stage may be resolved more easily and effectively.
- Please read the downloadable CHP guide. This explains what is a complaint, how to complain to us and what we will do to investigate and respond to your complaint.
- If you are a student: Our staff are here to help you, providing support, information, explanation and advice as you undertake your studies with SRUC. If you consider we have not done this we would encourage you to contact your Faculty office or Registry who will be able to provide you with additional assistance and information, advise if an alternative process is appropriate, or help you to decide if you wish to use the complaints process. You can also speak to your Student Association Sabbatical Officers who will be able to offer you advice and support.
Right of appeal
If your complaint remains unresolved after both stages of the complaints procedure have been exhausted, there is a right of appeal to the SPSO - www.spso.org.uk.
SRUC monitors complaints quarterly at meetings of its Executive Management Team and annually by report to the SRUC Board.
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