Complaints

Complaints

The University is committed to providing an excellent educational experience for our students and high quality services to all other service users of the University.

The University has a duty to maintain and enhance the quality of its provision and to provide an effective system for handling complaints. The University has a Complaints Procedure which allows complainants to raise matters of concern without fear of disadvantage and in the knowledge that privacy and confidentiality will be respected.

We value complaints and use information from them to help us improve our services.

Some matters cannot be handled under the Complaints Procedure (e.g. a challenge to an academic decision should be raised as an academic appeal not a complaint). For more information, see 'Which procedure should I use?'

Complaints will be recorded, along with any action taken. Information about complaints handled by the University will be made available here. 

Anyone who has followed the University’s Complaints Procedure and remains dissatisfied with the University’s final response may seek Independent External Review of their complaint by contacting the Scottish Public Services Ombudsman.

Help and Advice

SRC Advice Centre is an advice, information and representation service provided by the SRC for all Glasgow University students. The Advice Centre offers free and confidential advice on a wide range of subjects, and will be able to offer advice on submitting a Complaint. An Advisor may be able to accompany you in the event that you are invited to meet with the person who handles your com-plaint.

The Advice Centre can be contacted on 0141 330 5360 and at advice@src.gla.ac.uk.


How to Make a Complaint

You can complain in person, by phone, in writing, or by email.

It is easier for us to resolve a complaint if you make it quickly and directly to the department concerned. So please contact a member of our staff within the area you are complaining about. Where possible, your concerns should be raised with the relevant staff member, lecturer, school office or relevant administrative service.

When complaining, tell us:

  • your full name and contact details
  • as much as you can about the complaint
  • what has gone wrong
  • how you would like us to resolve the matter.

You do not have to make your complaint in writing but you may find it helpful to set out your concerns on the Complaint Form.

How long do I have to make a complaint?

Normally, you must make your complaint within six months of the event you want to complain about, or finding out that you have a reason to complain.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

What happens when I have complained?

We will tell you who is dealing with your complaint.

Our complaints procedure has two stages:

Stage 1 – frontline resolution

We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

We will give you our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.

If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Stage 2 of the complaints procedure. You may choose to do this immediately or shortly after you get our initial decision.

Alternatively, if your complaint is complex and it is clear that it will not be possible to reach a conclusion within five working days, you may take your complaint immediately to Stage 2, without using Stage 1 first.

Stage 2 – investigation

Stage 2 deals with two types of complaint: those where the complainant is not satisfied with the outcome from Stage 1 and those that require detailed investigation and are therefore too complex to be addressed at Stage 1. We have a Complaint Form, which will help you to state your complaint clearly to us. Although we will also accept complaints that are made in person or on the phone, for Stage 2 complaints, we encourage you to complete the complaint form in the interests of clarity and in order to best assist the investigation process.

Stage 2 complaints should be raised through the Senate Office:

By email, submit to: complaints@glasgow.ac.uk

In writing: The Senate Office, The University of Glasgow, Glasgow, G12 8QQ.

By telephone: 0141 330 6441.

In person: at The Senate Office, Gilbert Scott Building, University of Glasgow.

At Stage 2 we will:

  • acknowledge receipt of your complaint within three working days;
  • discuss your complaint with you to understand why you are dis-satisfied and what outcome you are looking for;
  • give you a full response to the complaint as soon as possible and within 20 working days.

If our investigation will take longer than 20 working days, we will tell you. Sometimes this is unavoidable as the investigator may need to speak to a number of colleagues or consult a large volume of documentation. We will agree revised time limits with you and keep you updated on progress.

If you are still not satisfied with the outcome you may ask the Scottish Public Services Ombudsman to consider your complaint. This is called Independent External Review.


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