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 of 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). Glasgow Caledonian also recognises that lessons can be learned from complaints, enabling us to improve the quality and effectiveness of our services.

Complaints Handling Procedure (CHP)

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.

If you wish to raise a concern about the conduct of a GCU student, this sits outwith the CHP and you should submit your concerns to sdc@gcu.ac.uk Similarly, if you have concerns about the Students' Association please contact the Students' Association directly. Members of GCU staff who wish to raise a concern about matters related to their employment should do this via the University's Staff Conflict and Complaints Policy

If you wish to make a complaint relating to racism or gender-based and sexual violence or misconduct by a student or member of staff, you can do that via complaints@gcu.ac.uk or by telephoning 0141 331 8226. Your complaint will be treated sensitively and you will be informed of the support that is available to you. If you have experienced gender-based and sexual violence or misconduct, you may wish to contact a GCU First Responder directly. First Responders have received training in listening and responding to disclosures of gender-based violence. They can provide information and signpost you to sources of support both internally and externally. This resource is available to both staff and students.

You can also make a report about any form of inappropriate or offensive behaviour via Report and Support.  There are two types of reports you can make through Report and Support. You can choose to tell us either anonymously, or by including your name and contact details. Please note, if reports are submitted anonymously the University is limited in the action it can take, the support we can provide, and the reporter will not receive any information relating to any potential action taken.

Also, Report and Support is not designed to receive urgent reports. If you need immediate support or feel in crisis, we have listed several support and emergency services contact details on the GCU Wellbeing webpages you may find helpful.  If you submit a report in Report and Support and supply your details you will be contacted within two working days of submission of a report. The Report and Support tool is monitored 9am to 5pm Monday to Friday, excluding public holidays and periods of University closure.

Making a complaint

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

Glasgow Caledonian University Complaints Procedure - CHP Part 5 A guide for complainants

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, you may wish to contact a Student Adviser at the Glasgow Caledonian University Students’ Association (GCUSA) for advice and support. GCUSA Student Advisers have a great deal of relevant experience and knowledge of University procedures and can support students throughout the complaints process.

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 of Governance 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 +44 (0)141 331 8226.

It may help you in submitting a request for a Stage 2 Complaint Investigation if you complete this form - Complaint Form April 2021

Guidance and information on the Complaints Handling Procedure

Unacceptable Actions Policy

The Unacceptable Actions Policy sets out expected standards of behaviours for anyone using the Complaints Handling Procedure and specifies how we will manage cases where behaviour is problematic.

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.

The SPSO can only consider complaints when they have been through all stages of the University’s Complaints Handling Procedure. The SPSO cannot normally look at complaints:

  • Where you have not gone all the way through the University's Complaints Handling Procedure
  • More than 12 months after you become aware of the matter you want to complain about
  • That have been or are being considered in court.

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

Complaints Overview