15
City of Glasgow College Annual Report & Accounts 2020-21
• Chartered Institute of Marketing
• Chartered Institute of Personnel and Development
• Chartered Institute of Procurement & Supply
• City and Guilds
• National Open College Network
Fewer complaints
In setting an ambition for a 'student first culture', one
measure of our effectiveness is reducing the number of
complaints received by students. Complaints can be
wide ranging and are managed in accordance with the
Scottish Public Services Ombudsman (SPSO).
This year, we have seen positive progress with fewer
complaints received, quicker turnaround and fewer
complaints upheld. From August 2020 to July 2021, the
College received 83 complaints, 28 fewer from the same
period in 2019/2020.
In accordance with the procedure, complaints are
assigned a handling timeframe, determining whether they
can be resolved within five days (Stage 1) or within 20
days (Stage 2). For the period covered in this report, the
number of complaints received at Stage 1 dropped by
26%, from 76 to 56, when compared to the same period
in 2019/20.
Almost half (49%) of all complaints received were not
upheld. For those complaints that were either upheld
(29%) or partially upheld (12%), actions and lessons
learned are captured and shared to inform improvements
to the process. (7% complaints still open, 3% resolved
outcome).
Key Observations
• Total number of complaints received decreased by
25%, from 111 to 83.
• Complaints requiring further investigation decreased
by 60%.
• Almost half (49%) of all complaints received were not
upheld.
We continue to report on and publish information
on complaints as required by the Scottish Public
Services Ombudsman. The College's Annual Complaint
Report for 2020-21 is available here: https://www.
cityofglasgowcollege.ac.uk/about-us/feedbackcomplaints-and-appeals.
As part of our commitment to continuous improvement,
we have conducted a review of the complaint handling
process. As a result, this coming year, we will introduce
a new automated online complaint handling system
and revised process, with comprehensive training and
guidance for all staff.
Awards
Endorsement of the quality of the work of the College can
be seen in the achievement of external awards. In this
year, the College won:
• The Healthier Scotland Award as part of the CIS
Excellence Awards, through its partnership with
BaxterStorey
• CIS Excellence Awards, Hospitality Educator Award
• Herald Higher Education Awards, Research Project of
the Year
• Herald Higher Education Awards Partnership Award
• College Development Network Awards 2020, Climate
Emergency Action Award
• College Development Network Awards 2020, Digital
Learning Award
• College Development Network Awards 2020, Student
of the Year Award
• College Development Network Awards 2020, Viewers'
Choice Award
• Go Awards 2020, Procurement Team of the Year
• Nestle Toque d'Or 2020, Front of House Award
• MNTB (Merchant Navy Training Board) Centre and
Course Recognition Awards
• STV and Royal Television Society (RTS), Joint
Undergraduate Bursary
• 8 students were selected to compete for a place to
represent the WSUK Team UK (Shanghai, 2021).
• The College has also been successful in joining the
WorldSkills UK Centre of Excellence Programme
A total of 14 awards have been entered in 2021:
• Queen's Anniversary Prize
• Queen's Award for Innovation
• WorldSkills
• Go Awards
• CIS Excellence Awards
• MNTB (Merchant Navy Training Board) Centre and
Course Recognition Awards
• Green Fleet Awards
• 2020 Catey Awards
• Nestle Toque d'Or 2020
• 11 applications to the College Development Network
Awards
• 2 applications to the Glasgow Business Awards
• 3 applications to the TES FE Awards
• 2 applications to the Herald HE Awards
• 2 applications to the Inspiring City Awards