Public Complaints Procedure
The Glasgow School of Art aims to ensure that its services, processes and procedures are of the
highest standard, fair, clear and explicit and are implemented consistently and all members of the
public are treated in a friendly, courteous and professional manner.
We recognise, however that occasionally members of the public may feel that they wish to complain
about some aspect of their interaction with us. In the event that you feel aggrieved about the way The
Glasgow School of Art has treated you, the School has established a procedure to enable us to
address your concerns in an appropriate and timely manner and take any remedial action.
Making a Complaint
This procedure deals specifically with complaints relating to members of the general public. Separate
policies cover complaints by members of staff and students details of which can be found on our
website at www.gsa.ac.uk/policies or obtained by contact the Human Resources Office in respect of
policies relating to staff or the Registry in respect of policies relating to students at the address below.
The steps you should take in making a complaint about The Glasgow School of Art are:
• Please submit your complaint in writing to the Assistant Company Secretary, The Glasgow
School of Art, 167 Renfrew Street, Glasgow G3 6RQ or by email to email@example.com, as
soon as possible after the incident concerned outlining the circumstances of which you are
dissatisfied. Your letter should clearly state the remedy you are seeking should your
complaint be upheld. The Assistant Company Secretary will investigate your complaint fully
and respond to you in writing usually within 20 working days.
• If you are not satisfied with the response at this stage, you have the right to take your
complaint to the further, and final, stage of the GSA’s Internal Complaints Process by
writing to the Director of Finance and Resources, The Glasgow School of Art, 167 Renfrew
Street, Glasgow G3 6RQ, who will investigate your complaint fully and respond to you in
writing usually within 20 working days.
• Should you still not be satisfied that your complaint has been resolved, you have the right to
submit your complaint to the Scottish Public Services Ombudsman at 4 Melville Street,
Edinburgh EH3 7NS, Telephone 0870 011 5378; Text 0790 049 4372 or email
firstname.lastname@example.org. The Ombudsman is able to investigate allegations of
misadministration in respect of the carrying out of the administrative functions of The Glasgow
School of Art and any service failure (irrespective of the source of funding), subject to the
restrictions and exclusions to the Ombudsman's powers set out in the Scottish Public Services
Ombudsman Act 2002.
• The GSA is unable, due to the constraints of Data Protection Legislation, to consider third party
complaints relating to a named individual without the written consent of that individual.
• The Glasgow School of Art has in place this detailed Public Complaints Procedure to assist you in
the speedy resolution of your complaint. We will deal with you in a friendly, courteous and
professional manner and the School expects the same of you. Details of the GSA’s statement on
Unacceptable Actions by Complainants can be found on our website at www.gsa.ac.uk/complaints.
• The Ombudsman will in exceptional circumstances only, deal with complaints made more than 12
months after the day on which you found out about the matter.