The Scottish Credit and Qualifications Framework Partnership (SCQFP) aims to provide its users, organisations and individuals with the best possible service. We positively welcome suggestions you may have for how we can improve our service.

However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect. We also want to know about these occasions so that we can make good the problem and plan to avoid its repetition. This policy and procedure therefore, sets out what constitutes a complaint along with information on what action you should take and what expectations you should have of our response. Our aim in setting out this procedure is to ensure that:

• making a complaint is as easy as possible;we treat a complaint as a clear expression of dissatisfaction with our service
• which calls for a timely and direct response;
• we deal with it promptly, politely and, when appropriate, confidentially;
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedure.

What is covered by our complaints policy?

• a failure to provide an agreed service without reasonable notice (except in situations outwith our control)
• an inadequate quality or standard of service
• discrimination in relation to protected characteristics of age, disability, gender reassignment, marital status, pregnancy
• and maternity, race, religion or belief, sex or sexual orientation
• a request for information which you have made and we have not answered
• accessibility of our services
• the behaviour of a member of staff or consultant/associate.

This is what you can do

Firstly, before making a formal complaint you can raise the issue directly with the person who provided or failed to provide the service. Most problems can be dealt with quickly by those closest to the situation.

What to do next

If you are unhappy with the response or feel unable to approach the person directly then please email complaints@scqf.org.uk or call 0141 225 2922 or write to us at Complaints, SCQF Partnership, 201 West George Street, Glasgow G2 2LW. Whatever method you choose the action from us will be the same.

What will we do?

We will respond to you within 3 working days of receipt of the complaint, informing you who is dealing with the complaint and how long the investigation will take.

We aim to resolve complaints within 10 working days. However, some complaints take longer to investigate and when they do, we will contact you to advise you when you can expect a response from us.

All complaints will be recorded by SCQFP and used to help us improve our services.

What if you are unhappy with the response?

If you have made a complaint and are unhappy with the response you receive, you can write to SCQFP’s Chief Executive, who will look at the situation and decide if further action is needed.

If you are still unhappy, or if the complaint is about the Chief Executive, you can write to the Chair of SCQFP’s Management Board, who will look at the situation again and decide if any further action is needed.

You can contact the Chief Executive and Chair at the address above.