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.

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 can also be raised:

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

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

By telephone: 0141 330 6244.

In person: at The Complaints Resolution Office, Southpark House, 64 Southpark Avenue, G12 8LB.

At Stage 2 we will:

  • we will acknowledge receipt of your complaint within three working dayswe will confirm our understanding of the complaint we will investigate and what outcome you are looking for;
  • we will try to resolve your complaint where we can (in some cases we may suggest using an alternative complaint resolution approach, such as mediation); and
  • where we cannot resolve your complaint, we will give you a full response as soon as possible, we endeavour to do so within 20 working days. If our investigation will take longer than 20 working days, we will tell you. We will tell you our revised time limits 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 adjudication.