Complaints

Glasgow Caledonian University values complaints from anyone who interacts with our services and we appreciate feedback from individuals on their interactions with, and observations of the University. Comments on University activities and decisions are welcome and where clarification or requests for decisions to be explained more fully are sought, these are responded to swiftly at source.

In recognition that, on occasion, there will be legitimate complaints that individuals wish to raise, the University is committed to maintaining an effective Complaints Handling Procedure (CHP). GCU also recognises that lessons can be learned from complaints, enabling us to improve the quality and effectiveness of our services.

Complaints Handling Procedure

The CHP is designed to ensure that complaints are properly investigated and are given careful and fair consideration. The CHP can be used by anyone who interacts with the University, including:

  • Current students
  • Applicants
  • Recent graduates of the University
  • Members of the public

The CHP involves up to two stages and adheres, as far as possible, to specified timescales. Anyone (other than members of staff) wishing to raise a complaint about a matter which is the responsibility of the University, must do so via this procedure.

Download document: Complaints Handling Procedure

Members of GCU staff who wish to make a complaint should do so via the Complaints Resolution Policy .

Making a Complaint

Stage 1: Frontline Resolution

If you are considering making a complaint to the University, you should first:

  • Try to sort out the problem with those who are directly involved.  
    General complaints are resolved more easily and effectively at an early stage and by those who have a direct influence on the situation. We call this ‘Frontline Resolution’.
  • Have a look at the Guidance and Information section below.
  • If you are a student, speak to a Student Adviser at the Glasgow Caledonian University Students’ Association (GCUSA). GCUSA Student Advisers have a great deal of relevant experience and knowledge of University procedures.

Stage 2: Complaint Investigation

If you cannot resolve your issue via Frontline Resolution or you feel the matter is significant enough to merit a formal investigation, contact a member of staff in the Department Governance and Quality who will talk you through the Complaints Handling Procedure and help you decide how to proceed. 

Staff in the Department can be contacted at complaints@gcu.ac.uk or via telephone on 0141 331 8226.

Guidance and information on the Complaints Handling Procedure

Scottish Public Services Ombudsman

If a complainant has exhausted all of the stages of the University Complaints Handling Procedure and they are dissatisfied with the way in which their complaint has been handled by the University then they have the right to take their case to the Scottish Public Services Ombudsman (SPSO). The SPSO will consider the case and make a decision on whether or not to investigate.

It is important to note that the SPSO can only investigate whether a complaint has been handled appropriately by the University and they will not look again at the substance of the original complaint. The SPSO can only consider complaints when they have been through all stages of the University’s Complaints Handling Procedure.

Visit the SPSO website for information on how to complain to the SPSO and how the SPSO handles complaints.

Complaints Overview