Stage 3: Escalation of complaint
Scottish Public Services Ombudsman:
Every effort will be made to resolve all complaints satisfactorily however, should you still be dissatisfied with the outcome after Formal Complaint investigation, you may wish to escalate your complaint to The Scottish Public Services Ombudsman (SPSO).
You can contact the SPSO at:
SPSO (Freepost SPSO) Bridgeside House
99 McDonald Road Edinburgh
Freephone: 0800 377 7330
Online contact form www.spso.org.uk/contact-form Complaint forms can also be completed online atwww.spso.org.uk/complain/form
Monday, Wednesday, Thursday, Friday 9am–5pm Tuesday 10am–5pm
As a learner of a QA qualification, you also have the right to complain to the QA as the Awarding Body. Complaints should first be made to the Centre and QA will only accept a complaint after we have opportunity to resolve it. If you feel unable to approach us with your concern, QA will act as an intermediary while still allowing us to review your complaint and propose a solution.
Email your complaint, including as much information as possible, to:
When the email is received, QA will send you an acknowledgement email within 2 working days and log the complaint. They will review the complaint details and, if required, may ask for further information. Once they have reviewed the complaint details, they will carry out an investigation within 10 working days. If QA are unable to complete our investigation within 10 working days, they will update you on their progress and provide an indication of when they hope to complete the investigation.
Once the QA investigation is complete, they will issue a formal response to you indicating whether the complaint has been upheld or not and providing reasons for the decision. They may also inform any other persons who have been affected by the outcomes of the investigation. All complaints are recorded.