Quality and quality assurance is a strong focus across the College. It supports quality development, continuous improvement and also monitors the quality of service offered by the College.
North East Scotland College is committed to ensuring that all clients and customers receive the best possible service and we are anxious to respond to any problems quickly and remedy any defect as soon as possible.
We require all staff to be responsive to any difficulties encountered by students and other clients of the College. In particular we require teaching staff to develop a classroom atmosphere in which you can express your views openly and in which problems can be dealt with directly and immediately.
If anyone finds cause for complaint with any aspect of the service we offer you, please tell us by whatever means is most convenient e.g. complaints form, telephone, letter, fax, email, face to face or through the website. Of course we will regret the fact that we have been unable to meet your needs fully, but we also welcome the opportunity of investigating the problem, responding to you, and remedying any deficiency in our service. As a first stage (if you are a student) you should if possible, report the problem to your lecturer or class tutor. If he/she cannot help you, please complete a complaints form. These forms are available for your use at each College Centre Reception Office and should be left in the box provided.
Complaints will be logged on receipt and a response will be provided to most complaints within 5 working days, although those which require a longer investigation will be acknowledged initially and a response provided within 20 working days. The College will ensure that all complaints are treated in a confidential manner. To ensure that you are happy with the response you have received, you will be sent a satisfaction questionnaire after an interval of 3 weeks to find out if you are satisfied with the complaints process. Progress in dealing with each complaint will be monitored systematically.
North East Scotland College is an equal opportunities college therefore all complaints are administered in compliance with the Data Protection Act and Freedom of Information Act.
Scottish Public Services Ombudsman
Please note that if you have filed a complaint and are dissatisfied with the outcome of the investigation into your complaint - following both the initial response and the follow up contact - you have a right to refer your complaint to the Scottish Public Services Ombudsman where, as an aggrieved person, you believe you have sustained injustice or hardship as a result of maladministration or service failure.
The Ombudsman will normally only consider complaints referred with 12 months but may consider, in exceptional circumstances only, any complaint made more than 12 months after the date on which you found out about the matter. You can contact the SPSO by freephone: 0800 377 7330 or by post:
Freepost SPSO (that is all you need to write on the envelope and NO stamp is required)
A complaint form is also available on the Ombudsman's website: www.spso.org.uk
Key Performance Indicators
Key Performance Indicators help colleges evaluate their own performance both over time and against other similar colleges thereby supporting a wider quality improvement agenda. The following report summarises the results for those students enrolled on courses leading to recognised qualifications at North East Scotland College.