Tuesday 20 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

If you would like to check if your complaint is ready for the SPSO or enquire about making a new complaint, please complete our Complaint Checker.  

Please be assured we are doing all we can and will provide updates on our website. 

For an all service update: Service update | SPSO

Decision report 201202303

  • Case ref:
    201202303
  • Date:
    April 2013
  • Body:
    Edinburgh's Telford College
  • Sector:
    Universities
  • Outcome:
    Some upheld, recommendations
  • Subject:
    teaching and supervision

Summary

Mr C complained that the college failed to respond to his complaints about the teaching staff on his course. We found that there were a number of shortcomings in the college's handling of Mr C's complaints. It took them too long to respond, not all issues he had raised were properly considered, and there was a lack of robust follow-up action to improve Mr C's learning experience. The college apologised unreservedly and reimbursed Mr C's fees.

Recommendations

We recommended that the college:

  • provide update training to all staff involved in Stage 1 complaints handling.

 

Related reading

Updated: March 13, 2018