1. 2013 Complaints Procedure Kenneth.hutton@glasgow.ac.uk

2. Background & Definition New regulations passed on from Senate Office Two stages of complaint Compliance is now a condition of SFC Funding Agreement Two complaints investigating officers in SoH (Stage 2 only!) Stage 1 can come to any member of staff Interpretation and formalisation of complaints process by Humanities Admin Definition a complaint is: –“An expression of dissatisfaction by one or more individuals about the standard of service, action or lack of action by or on behalf of the University.”

3. Student raises complaint Identify if it is a complaint Problem/Issue: Can be dealt with quickly/easily to student’s satisfaction Not a complaint: Dealt with in other process: Staff-student cttees Exam Boards etc Stage 1 Complaint Not sure Contact Senate Office No Is it high risk/profile complaint? Yes No Student Completes Stage 1 Complaint Form Stage 1 Complaint Form Identify best person to deal with complaint Inform TSSA kenneth.hutton@glasgow.ac.uk I’m dealing with it Follow Stage 1 Complaints Form guidance & use common sense Complete in 5 working days Keep formal record Send outcome letter to student No resolution: >5 days Unresolved Contact Senate Office for Extension Still no resolution (time/student not satisfied) Escalates to Stage 2 Complaint

4. Stage 2 Complaint Raised by student or staff through Senate Office Still dissatisfied? Extension poss with agreed time limits Full response within 20 working days Complaints Officer allocated case Student contacts Ombudsman Stage 2 Complaints Form here

5. FAQ FAQ here: 2013-14 Complaints FAQ v22013-14 Complaints FAQ v2 Contact me with any queries to add to FAQ –Kenneth.hutton@glasgow.ac.ukKenneth.hutton@glasgow.ac.uk