Statement of service

Back on Course Scotland is a project involving Higher Education Institutions (HEIs) in Scotland. The project supports students who have withdrawn before completing their intended undergraduate award, in exploring their options for the future.

Aim

Our aim is to help and support withdrawn students to achieve their undergraduate qualification or other educational goals by providing:

– impartial information, advice and guidance on opportunities to continue in education and signpost appropriate student support.

– support to help them make informed choices.

Who can use our services?

We are here to give information, advice and guidance to former full-time undergraduate students who have left university before completing their intended qualification.1

What can you expect from us?

Information, advice and guidance provided on the Back on Course Scotland website and by telephone, by email or letter. We offer information, advice and guidance on the possible options available to enable you to complete your studies. If this is not possible at the current time, we may provide information and possible referral to other appropriate services.

Back on Course Scotland Advisers will ask for details about your educational history and previous experiences and will discuss your future plans. They will offer advice about the options open for you to re-enter higher education and might be able to make some contacts on your behalf. They may signpost you to other sources of help and advice for areas such as careers, finance and disability issues if appropriate.

What do we expect from you?

· As much relevant information as you can give us so that we can provide you with an appropriate service.

· Prompt responses to any request for further information.

· An agreement to set aside up to an hour of your time for a guidance discussion in a quiet environment where you will not be interrupted.

· That you will undertake actions agreed with an Adviser and report outcomes if appropriate.

· Prompt contact if you have any questions or concerns about the process.

Our service policy

We will respond to queries and correspondence as soon as we can. If response to a complex matter is likely to be delayed, you will receive an interim reply within ten working days with an indication of further action.

We aim to:

· operate to the matrix Standard. For more information about the matrix Standard, visit www.matrixstandard.com

· work to an equality and diversity policy whereby information, advice and guidance is provided regardless of gender, colour, ethnic or national origin, age, socioeconomic background, disability, religious or political beliefs, family circumstance, sexual orientation or other irrelevant distinction.

Confidentiality

In order to provide the best possible service we will keep a record of your details and your contacts with us. This record can only be accessed by authorised staff who need to see this information as part of their work.

We will take appropriate physical, technical and contractual measures to ensure that your information cannot be used by anyone outside the back on course Scotland project. We will not pass on any details about you without your permission.

Under the Data Protection Act you have a right to receive a copy of the information back on course Scotland holds about you. If you want a copy please contact back on course Scotland at the address below.

Feedback, comments and complaints

We are committed to developing the quality of our service and might ask you to feedback on this. We welcome any comments you have which may help us to improve our services.

We hope that you are happy with the service you receive but if you are not then we will investigate and deal with any difficulties you experience. If you have a complaint then we will treat it in confidence and will do our best to resolve it fairly and quickly in accordance with our complaint procedure.

How to contact us

By email Contact-Scotland@backoncourse.ac.uk

By phone 0845 890 3664

By post

Back on Course Scotland
c/o The Open University in Scotland
10 Drumsheugh Gardens
Edinburgh
EH3 7QJ