Complaints Summary: Session 2013 - 2014
- Introduction
The paper provides a summary of the customer complaints received 1st August 2013 to 31st July 2014 and a brief summary of the Scottish Public Services Ombudsman (SPSO) complaint handling procedure for FE Colleges.
The SPSO procedure was implemented in full 1st August 2013. The procedure has two stages and requires the numbers of both to be formally recorded, investigated and reported on:
1.1.Stage one – Frontline Resolution
The College aims to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. We will complainants our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.
If it can’t be resolved at this stage, the complaint is escalated and formally investigated at Stage 2.
1.2 Stage two – investigation
Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.
When using Stage two the College will:
- Acknowledge receipt of a complaint within three working days
- Discuss the complaint with the complainant to understand why they remain dissatisfied and what outcome they are looking for
- Give a full response to the complaint as soon as possible and within 20 working days.
1.3 The Complaints Handling Database
The complaints handling database, developed by Cumbernauld College and the College Development Network (CDN), was implemented Dec 2013. All complaints are recorded in the database and statistics will be reported to the SPSO; these will include:
- Number of stage 1 & 2 complaints
- Number of upheld stage 1 & 2 complaints
- Number of complaints that failed to meet response time lines
The database requires further development by the CDN to provide reports that will enable effective sharing of common issues and lessons learned, however progress has been slow in this matter.
- Analysis of Complaints
2.1 Number of Complaints raised and upheld
A total of 271 complaints were received during academic session 2013-14, 150 of which were upheld (Table 1). The SPSO complaints handling procedure was implemented Aug 2013, consequently the complaint recording, categorisation and investigation process was different to 2012-13. As a result,direct comparisons are difficult to make with the number and nature of complaints in 2012-13 (180 complaints were received in 2012-13).
Stage 1 complaints account for 87% of all complaints raised. February had the highest number of complaints raised at 45 (Chart 1), 19 of which were complaints related to industrial action.Three complainants contacted the SPSO to request further investigation of their complaint, however the SPSO were satisfied with the College’s investigation and response and did not progress further.
The highest number of complaints received per College area are related to HWSS, Student Services and Facilities and Resources (Table 2). The HWSS figure is skewed because of 14 complaints made against the same individual.
Five complaints were complex, resource intensive and consequently granted reporting extensions. One complaint resulted in the college invoking the Acceptable Actions Policy against the complainant.
Campus / Complaints / Complaints Upheld / % UpheldCollege / 15 / 9 / 60%
Granton / 90 / 55 / 61%
Granton & Sighthill / 1 / 0 / 0%
Midlothian / 15 / 10 / 67%
Milton Road / 40 / 18 / 45%
Not disclosed / 4 / 0 / 0%
Outreach / 1 / 1 / 100%
Sighthill / 105 / 57 / 54%
Total / 271 / 150 / 55%
Table 1: Complaints raised by Campus
Table 2: Complaints Raised per Area
Chart 1: Frequency of Complaints Raised per Month
2.2Complaint Category
The main causes of complaints raised are related to:
- Staff behaviour (29%); 53% of which were upheld
- Course related issues (16%); 49% of which were upheld
- College’s application & admissions processes (12%); 50% of which were upheld
However, the staff behaviourfigure is skewed because of 14 complaints raised against an individual. Chart 2provides a breakdown per category of both stage 1 and 2 complaints and chart 3 provides a summary of stage 2 complaints.
Chart 2: Complaints Raised per Category
Chart 3: Stage 2 Complaints per Category