Complaints Handling Procedure

The University of Glasgow's Complaints Handling Procedure (CHP) reflects our commitment to valuing complaints. It seeks to resolve dissatisfaction as close as possible to the point of service delivery and to conduct thorough, impartial, and fair investigations of complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.

Our complaints handling procedure has two internal stages.  We expect the majority of complaints will be handled at stage 1. If the complainant remains dissatisfied after stage 1, they can request that we look at it again, at stage 2. If the complaint is complex enough to require an investigation, we will put the complaint straight into stage 2.

The Scottish Public Service Ombudsman (SPSO) provide a final external stage. They consider complaints from people who remain dissatisfied at the conclusion of the University’s Complaints Procedure. The SPSO looks at issues such as service failure and maladministration (administrative fault) as well as the way the University has handled the complaint.

The CHP consists of five parts: 

  • Part 1: Introduction and overview
  • Part 2: When to use this procedure– guidance on identifying what is and what is not a complaint, handling complex or unusual complaint circumstances, the interaction of complaints and other processes, and what to do if the CHP does not apply
  • Part 3: The complaints handling process– guidance (for staff) on handling a complaint through stages 1 and 2, and dealing with post-closure contact
  • Part 4: Governance– staff roles and responsibilities and guidance on recording, reporting, publicising and learning from complaints
  • Part 5: Guide for students – information for students and members of the public on how to make a complaint