The Higher Education Model Complaints Handling Procedure (MCHP) was developed by the Scottish Public Services Ombudsman (SPSO) in consultation with key stakeholders, including Universities Scotland and complaints experts from across the sector. Scottish universities are required to use an adaptation of this Complaints Handling Procedure (CHP) and the Conservatoire’s version is provided below.
The Complaints Handling Procedure (CHP) is intended to provide a quick, simple and streamlined process with a strong focus on early resolution by empowered and trained staff. We value complaints and use the lessons learned from them to help us to improve our practices and procedures.
If you have a complaint about a service which is the Conservatoire’s responsibility and you have been unable to resolve this by raising the matter with the department or service area concerned, please complete the Complaint Form below to help us to investigate your complaint. It is recommended that you read the Complaints Handling Procedure, and in particular refer to the guidance document for a quick overview of the process, before taking this step. The CHP is comprised of four parts plus a guidance document:
- Complaint Handling Procedure (Part1) Introduction and Overview
- Complaint Handling Procedure (Part2) When to use the procedure
- Complaints Handling Procedure (Part3) Process
- Complaints Handling Procedure (Part4) Governance
- Complaints Handling Procedure Guidance
The Conservatoire produces internal quarterly reports to senior management and annual reports to the Board of Governors on complaints handling performance in line with statutory requirements. These annual reports include performance statistics which show the volume, type of complaint and key performance details such as the time taken and stage at which complaints were resolved and lessons learned which will inform improvements. Annual reports to date are published below:
- Annual Report 2013-14
- Annual Report 2014-15
- Annual Report 2015-16
- Annual Report 2016-17
- Annual Report 2017-18
- Annual Report 2018-19
- Annual Report 2019-20