Customer Care
Aberdeen College is committed to ensuring that all clients and customers receive the best possible service and we are anxious to respond to any problems quickly and remedy any defect as soon as possible.
We require all staff to be responsive to any difficulties encountered by students and other clients of the College. In particular we require teaching staff to develop a classroom atmosphere in which you can express your views openly and in which problems can be dealt with directly and immediately.
If anyone finds cause for complaint with any aspect of the service we offer you, please tell us by whatever means is most convenient e.g. complaints form, telephone, letter, fax, email, face to face or through the website. Of course we will regret the fact that we have been unable to meet your needs fully, but we also welcome the opportunity of investigating the problem, responding to you, and remedying any deficiency in our service. As a first stage (if you are a student) you should if possible, report the problem to your lecturer or class tutor. If he/she cannot help you, please complete a complaints form. These forms are available for your use at each College Centre Reception Office and should be left in the box provided.
Complaints will be logged on receipt and will be acknowledged within 5 working days of receipt and will be fully answered within 15 working days of receipt, unless otherwise noted in our initial response. The College will ensure that all complaints are treated in a confidential manner. To ensure that you are happy with the response you have received, a senior member of staff who has not been involved in the investigation will write to you after an interval of 3 weeks to find out if you are satisfied. Progress in dealing with each complaint will be monitored systematically.
The complaints procedure is administered by an independent consultant who is not an employee of the College. Aberdeen College is an equal opportunities college therefore all complaints are administered in compliance with the Data Protection Act and Freedom of Information Act. Complaints are also vetted, on a sample basis, by an independent panel, representatives of the College Chaplaincy Team. Submit a complaint via our feedback form.