Complaints

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:

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:

We value your feedback. The Conservatoire's Complaints Procedure is designed to ensure that all complaints received are properly investigated. Outcomes will be recorded and reviewed on a regular basis to ensure that lessons learnt help to improve the quality and effectiveness of the service we offer. DATA PROTECTION The Royal Conservatoire of Scotland will collect & process your information in accordance with the General Data Protection Regulation (GDPR). As part of the complaints handling process, your data may also be stored by an authorised 3rd party. RCS PRIVACY STATEMENT: We take your privacy very seriously. Please find a copy of our Privacy Notice at: www.rcs.ac.uk/privacy-policy/

Section 1: Personal Details

Name(Required)

First Last

Are you submitting this complaint on behalf of a group?(Required)

Yes

Email(Required)

Address(Required)

Phone(Required)

Preferred contact method

Programme of study (for students only)

Matriculation number (for students only)

Section 2: Your Complaint

Please provide a summary of your complaint(Required)

Please describe the action you have taken to pursue this complaint to date(Required)

Please provide a brief explanation of the issue(s) you consider to be unresolved at this time(Required)

Please give an explanation below of how you would like your complaint to be resolved:(Required)

If you are submitting a complaint more than six months following the occurrence of the issue you are complaining about, please give an explanation of the reason for the delay in reporting it(Required)

Supporting documentation

Do you wish to submit any documentation to support your complaint?

Max. file size: 10 MB.

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Complaints Form

Section 1: Personal Details

Section 2: Your Complaint

Supporting documentation