Complaints, Compliments & Suggestions - A Summary of Procedures

Dundee College is committed to the provision of high quality education, training and support services for all our students.

We recognise that, as a large complex organisation, problems may arise in relation to teaching-related or service-related activities.

In order to maintain the high standards that have been established, we invite comments – both negative and positive, and we record these and reflect on the issues raised as part of our mechanism to continuously improve the quality of our provision and services.

Students – Complaints, Compliments and Suggestions

The procedure for a student complaint is contained within the Student Code of Conduct.  This document lists the procedures for complaint or possible appeals (academic or disciplinary).  Procedures in relation to Programme of Study and/or General College Provision are also outlined in the Code of Conduct.

The Student Code of Conduct is contained within the Dundee College Student Diary, it can be accessed via Blackboard (College Student Intranet) and copies of the Code of Conduct may be obtained, on request, from any of Dundee College’s Advice Centres.

Members of the Public – Submission of Complaints, Compliments or Suggestions

Members of the Public who wish to submit a complaint, compliment or suggestion, should write to the:

Principal's PA
Dundee College
Kingsway Campus
DUNDEE
DD3 8LE

The Process

All complaints received from either category will be treated seriously, in confidence, and investigated in an appropriate manner.  All communications will be acknowledged and where any form of action is required, you will be informed of how we intend to handle this issue.

The Investigation

With regard to Complaints, we undertake to investigate the complaint fully and timeously with the aim of resolving the situation informally and amicably.

In the case of an interview, any student (or students) who may be involved in the investigation will be given the opportunity to be accompanied by a representative at the meeting.

The Outcome

As stated previously, it is our intention to resolve any situations informally and amicably.  In cases where this is not possible, the complainant has the right to seek a review of the complaint by the Principal.  This request should be submitted in writing to the:

Principal's PA
Dundee College
Kingsway Campus
DUNDEE
DD3 8LE

Once a complaint has been investigated (or reviewed) by the Principal, a formal outcome will be communicated to the complainant.

The Scottish Public Services Ombudsman

In the unlikely event that students are not satisfied with the outcome of a formal complaint they have resource to:

The Scottish Public Services Ombudsman
Freepost EH641
EDINBURGH
EH3 0BR