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Overview of the University Complaints Procedure (2013)

This document outlines the University Complaints Procedure as established in 2013, detailing new regulations from the Senate Office regarding two stages of complaints. Compliance is essential for SFC funding agreements. The process allows for initial complaints to be made to any staff member, with guidance provided by Humanities Administration. Key definitions and guidelines are included, highlighting the resolution timeline and escalation procedures. This effective framework ensures student issues are handled promptly and fairly, with clear communication throughout the process.

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Overview of the University Complaints Procedure (2013)

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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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