Complaint procedure

Complaints Procedure

When you make a complaint, we will expect you to go through all of the following stages. If you miss a stage, we will usually expect you to go back and complete it.

In very serious cases (for example when you are making a complaint about a member of staff) we will not expect you to go through stage 1. In these cases you can go straight to Stage 2.

Stage 1 (informal)

This is the informal stage where we encourage you to speak to staff at your site or the accommodation office. They will look into your problem and try to sort it out with you.

If this does not work, you can move onto Stage 2.

Stage 2 (formal)

At this stage, your complaint will be investigated by the Operations Manager. You will receive a written response to your complaint within 10 working days of us having received it. Occasionally, your complaint might be about something very complicated and we will not be able to complete our investigation within 10 days. If this happens, we will always keep you informed.

If you are not happy with the response you get from the Operations Manager, you can move onto Stage 3.

Stage 3

At this stage, your complaint will be investigated by the Deputy Director. She will carry out a full investigation and you will receive a written response once the investigation is complete. Normally this will be within 10 days of your complaint being made to the Deputy Director, however if this is not possible, we will keep you informed.

If you are not happy with this decision, you can move onto Stage 4.

Stage 4

This is the final stage in the complaints procedure and involves your complaint being referred to the Director of Campus Services

The Director of Campus Services will not normally look into your complaint until you have gone through all the earlier stages of the procedure.

The decision of the Director of Campus Services is final.

At each stage of the formal procedure:

• We will acknowledge receipt of your complaint
• You will be given the name of the person dealing with your complaint
• We will keep a record of your complaint
• You will receive a full written response

Important Contacts

Residential Services
Mrs Angela Kelly
Office Manager
Level 1, The Fraser Building,
65 Hillhead Street, University of Glasgow
Glasgow G12 8QF
Email: angela.kelly@glasgow.ac.uk


Student Apartments
Mrs Eliza Millar
Manager
89 Gibson Street,
Glasgow G12 8LD
Email: eliza.millar@glasgow.ac.uk


Wolfson Hall/Kelvin Conference Centre
Mr Kenny Gough
Manager
West of Scotland Science Park
2317 Maryhill Road
Glasgow G20 OTH
Email: kenny.gough@glasgow.ac.uk


Lister House
Miss Chris Cunningham
Manager
22 Winton Drive
Glasgow G12 OQA
Email: chris.cunningham@glasgow.ac.uk


Maclay Residences
Miss Barbara Leyden
Manager
9 Cooperage Place
Glasgow G3 8QP
Email: barbara.leyden@glasgow.ac.uk

Should you wish your complaint to be dealt with by someone outwith the site, you should direct it to:

Miss Karen Morton
Residences and Cleaning Services Manager
Level 1, The Fraser Building,
65 Hillhead Street, University of Glasgow
Glasgow G12 8QF
Email: karen.morton@glasgow.ac.uk

We aim to resolve issues speedily and at a local level. However, if you wish to pursue the matter further, the University has a formal complaints procedure which can be accessed at:

http://www.gla.ac.uk/services/senateoffice/workingwithstudents/complaints/