MyGlasgow News

Thanks to all staff members who have already handled complaints through the University’s Complaints Procedure, which has just entered its third year of operation.

In this time 238 Stage 1 (frontline resolutions) and 73 Stage 2 (investigations) have resulted in 141 recommendations to enhance the student experience through service improvements: a key feature of the Scottish Public Services Ombudsman’s model of complaints handling.

We need to record all complaints the University deals with and the Senate Office therefore relies on staff members to log Stage 1 complaints. To log a complaint please visit: Complaints.
Logging complaints allows us to monitor, progress and report on process enhancements.

We also recognise the importance of working with our colleagues across the campus to provide support and training through:

• Guidance on complaints handling for staff which includes ‘What is a complaint’, ‘Quick guide on complaints handling’ and ‘Complaints handling flowchart’;
• Advice and support available through the Senate Office (contact Michelle McMahon x 3293). Your experience helps us support other colleagues across the University;
• Training for individuals/groups which can be tailored to your specific requirements. There is also online training for frontline resolution available through the SPSO website.

Ms Fiona E. Dick
Senior Academic Policy Manager

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First published: 14 September 2015