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2013 Complaints Procedure

2013 Complaints Procedure. Kenneth.hutton@glasgow.ac.uk. 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!)

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2013 Complaints Procedure

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

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

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

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